The Westin Maui Resort & Spa

In April, we booked a trip to Hawaii to stay at the Westin Maui Resort and Spa, Kaanapali. The dates were 12/21/2020 - 12/30/2020. Our confirmation was ***. When talking to the reservation representative, he told us they would charge our card the full amount upfront (24k Cdn). We declined and let him know we didn't want to tie up that much money for that length of time. He passed us onto a manager who assured us we could book and only pay one night upfront. We agreed. But the next day we found out the whole amount was charged. I assume that the conversation was taped. In some circles, this would be called entrapment. We put in a complaint, but all we got was there was nothing they could do. We cancelled (#***), hoping to have the money removed from our card. Despite having to contact the hotel directly, we have not heard anything back as well. All in all, it’s been a frustrating experience. Please advise on how we should proceed.

Tone deaf racist. POOR mgmt. Concierge arranged airport transfer, which is separate because at departure hotel was clueless. I got an Uber. Upon arriving I’m dropped off at his side door, the bus is not allowed in front. I am not greeted by front lobby rather a hallway, a set of stairs that leads to the concierge desk, passed to get to the lobby. I request a room as close as possible to the adult pool and quiet. I rented a superior ocean view room. I was taken to room 1035. At which time I went to open the sliding glass door it was jammed. I mentioned it to the bell person. We then tried to open it together proving that it was jammed so we moved rooms. I did not like the worn crappy old room and was given the choice to upgrade to an actual ocean view room. I was taken to room 887 what a joke! For $1500 additional dollars I was given a view of the wailers parking lot, a Mountain, black rock, partial ocean. Fine but not what I asked or paid $6k for! After this I thought it was a sick joke. I was AGAIN moved to 891. The view is spectacular and an actual ocean view. Upon arrival I had arranged airport transportation to the concierge apparently the concierge is different from the hotel because when I left everyone was clueless and I had to call my own Uber. Upon checking I was very clear that I would like a room close to the adult pool and according to my booking I expected a superior Ocean view. What I got was 1035 where the bell and I both agreed the door was broken and I was moved. I was moved again to 887 paid 1500 additional dollars for a so-called renovation room. Below my balcony was Whalers village parking a mountain black rock and some of the ocean . A joke! So I moved yet again to room 891 a beautiful view, but for impotent mgmt amusement Directly below full on construction. I knew the hotel was under renovation I did not however expect that upon repeating the as before entering for the room that I wanted I was giving crap. The bathtub plug didn’t work it was fixed. Then the phone was broken and engineer came and told me it was working while he had his ear to the table. The last time I checked the phone comes to your ear. At this point I am at my ropes end. I’m hungry and tired from traveling. I order some food. I’m told they don’t really have room service that you order and get a box. I receive some meat that was dry as bark on a tree. I let them know as nicely as possible and received another plate of chicken that was also dry I wouldn’t feed it to my dog. The next day I ordered fish tacos from the pool Which I vomited! I tried one more time later to order a burger what a mistake! The fries are basically from a bag, cold and tasteless. After all of this I am offered some champagne and strawberries ridiculous! If from the start I was given when I asked for a lot of hassles could’ve been avoided. Registration and all of management should be put on notice. Furthermore the hotel is racist. Like most of the country white privilege is alive and well. While I’m at the counter being helped some older white person comes up to ask what is supposed to be a quick question, turns into someone basically getting helped while I stand there and wait when I’ve already waited. The room that I paid 1500 more dollars for was because it was renovated. Big deal! It had new floors and new finishes none of them worked! There is no lamp in the middle of the beds for reading there is no lighting in the room. There are in adequate outlets in the room. The bathtub plug is different from room to room and nobody knows how to fix it finally it was replaced entirely. Note to the Westin just give the customer what they asked for in the first place! Don’t wait until everybody and everything in my vacation is ruined the offer me a bottle of champagne. It’s beyond disappointing because of this Westin I doubt I’ll even visit Maui again. Terrible experience Supposed to be a four-star hotel, more like a Motel 6 with waterfalls, where the left hand NEVER know what right hand is doing. The staff are nice. The management SUCKS! Seth in particular, I guess that is amusing to use his limited power to stick me in one of less desirable rooms available. I know there were dozens of rooms better than the room I was in which I paid more for. Sadly I’m not a white businessman I’m a single brown girl. Like I’m supposed to be quiet-NOT! I simply want what I paid for!

I paid over $995 at time of booking in advance and paying for the stay upfront. 1. I stayed at this resort and my room smelled like mildew, I explained this to several staff and nothing was done to resolve the issue. 2. I was told at booking parking would be self parking and at $25 per day, upon arrival they did a bait and switch stating self parking was not available and then charged me for valet parking. 3. The so called amenities were no existent yet I was charged a resort fee for said amenities. The gym was not able to be used, construction noise was bad, housekeeping blocking my door way in the evening. 4. Rude staff, 5. I have reached out to customer service with no resolve, I have reached out to the hotel with no resolve. 6. The room was not clean and I sent these photos to the hotel of the dust, and dirt again with no resolve. 7. WiFi did not work half the time. There was a catalyst of issues of which I have made Marriott aware as well as hotel management.

I booked a vacation package for to Maui through Travelocity. I had stayed at the Westin two years ago so I decided I wanted to stay there again. Travelocity has an array of pictures showing the resort and the grounds. I booked an ocean front room, an upgrade from our partial ocean front we had last time. The hotel is under some renovations, but the pictures do not display the actual condition of the resort. My ocean front room was above a construction site including heavy equipment. The grounds are blocked off to the point of not having a shady area to sit. This resort advertises itself as a wellness resort, their caption is "a Tropical Paradise" The construction noise made it impossible to enjoy my balcony, there was no tropical paradise if you don't include the giant posters with images of lush grounds and fountains. The walkway to the pool and beach were so noisy people were covering their ears. a
I plan and save all year in order to take a peaceful vacation and the Westin misrepresented themselves, had they had current pictures of their resort I could have chosen to stay elsewhere. Management offered me a free breakfast which of course I did not accept. I asked if they could move me to the partial view tower even if I paid the same as for an ocean front, but that was a NO. I asked to leave and go to another resort but that would cost me for not canceling 48 hours in advance. 48 hours prior I was looking forward to their "Wellness Resort", not chaos. There are no lush grounds, in fact, there is no shade. We ended up having to stay and pay $80.00 per day for mildew cabana for shade. The last couple of days we walked over to the Hyatt to enjoy their common area for quiet and shade from the sun. I have pictures to compare with their advertisements, absolutely unacceptable.
Someday the Westin will have their enhanced resort, I just wish they didn't do it at the expense of the consumer. I'm a member of their Bonvoy, lot of good that did.

I booked an 8-day / 7-night stay on 1/27/19 (conf. #***) at the Westin Maui Resort using 350,000 loyalty points that I accumulated over the years so that I could take my kids to their first trip to Maui.
When booking my trip, I had the choice between (i) Marriott in Wailea, (ii) Sheraton Blackrock or (iii) the Westin. I chose the Westin b/c I knew how amazing their pool facilities were. However, upon my arrival, I was horrified to hear the sounds of jackhammers and table saw cuts muffling the front desk person who was telling me that "some of the pools are closed". Literally, the sole reason I chose this hotel was for its amazing pool facilities it is not until checkin that I am told that it is closed?! Nearly 60% of the pool area was not only closed but an ACTIVE construction site. I was in complete disbelief.
I tried to relax to make the best of a bad situation but the daily walk from the STAIRWELL (because the elevators NEVER worked) to the pool / beach area was so loud you just wanted to leave the hotel grounds to avoid the sites and sounds of construction. I literally felt like I was tricked into a bad motel--there was NO feeling of a resort, let alone a Westin brand hotel.
I reached out to Bonvoy's customer service several times but they re-directed me to the onsite hotel manager. I spoke with Keoni at the front desk who said he could not move me to the Sheraton but could offer me a room upgrade away from the construction site and a refund of the resort fees, and a return of 5-days worth of my loyalty points (250,000). With no option of leaving the Westin, I agreed. My initial room move had us facing directly into the construction site, which was not what I was told, so I had to get move again into a room facing the side I was promised. Upon checkout, I was only refunded 2-days of points (100,000) which, again, was not what was promised.
The hotel experience was terrible, start to finish, and I spent far too much of my time trying to get a resolution.

My husband and I booked our anniversary vacation via expedia. We paid extra for an ocean view room. Once we arrived we noticed that the hotel was under renovation. The ocean view rooms we paid extra for were right above the construction area. The noise was disturbing and all but 2 pools were drained. None of this was communicated to us prior to booking the trip. We communicated our dissatisfaction to the front desk and was told to call expedia for a resolution. Expedia explained that they would be happy to issue a partial refund if the hotel agreed. The hotel would not agree and stated because they didn't charge my card directly their hands were tied. I was told I could be refunded to the card I used for incidentals. I have been getting the run around for 5 weeks now. Two managers at the property offered small refunds which I never received. We paid for upgrades, resort fee's and for renting chairs because the majority of the pool areas were closed and there was no where to sit. We paid $475 per night and for the sake of being tired of complaining we accepted the $200 refund and decided to just never use a marriott property again. We never til this date received the refund. At this point the $200 plus the resort fees, chair rental fees and the ocean view upgrade costs should be refunded. We aren't looking for anything free we just want to not be charged for things we were either forced to do or was charged for that we couldn't use.

I booked reservations for The Westin Maui Resort & Spa, Ka'anapali May 3 2019- May 5,2019 without knowing the property was actively under construction. As a consumer, it is extremely disappointing that the hotel did not disclose the active construction that was happening on the property and did not accurately represent how it may impact ones stay.

I specifically booked this location due to the pools/water slide only to find out that half the pools were closed as well as the larger slide. The adult pool was also closed, making the pool deck extremely overcrowded and quite frankly unpleasant. It was falsely advertised as no where on the website did it say these amenities would be closed, and the site still showed pictures of the property pre construction site making it extremely misleading.

After complaining upon check in, nothing was offered as a resolution and the hotel denied my request for a refund when my Travel Agency reached out to them as well. To make matters worse we were unable to enjoy our balcony due to the amount of sound pollution being generated by the jack hammering and daily construction.

I would like a full refund as the Westin was very deceitful and did not fully disclose the current state of the property. If this was the case, I certainly would have picked a different resort.

I am a single mother with two young children from Australia. We are travelling all the way to Maui because my 10 year old son loves water slides. We saw the picture of the water slide on the hotel advertisement. Both Hawaiian Airlines Packages (Hawaiian Vacations) and Westin Maui did not disclose on the their booking website that the main pool and waterslide will be closed during the time we booked. In fact they put pictures of the waterslides on their booking website. Upon reading reviews from Tripadvisor I realised the drastic situation of construction in Westin Maui and that the waterslide is closed. We are devastated and asked for refund from Hawaiian Vacations. They say they can't do anything without Hotel's approval. I have been told they are not even allowed to give me hotel's contact number. Previously I sent emails in relation to change of my reservations to Westin, Marriott, and [email protected]. There were no responses. I know from this experience they will not get back to me or respond to their emails. I live in Australia and we can always contact the hotel directly and get a response. I expect the same in the United States of America. I have very limited budget for my children's holiday. I work full-time and I can't afford to lose money. I do not want to take my children on holiday to a construction without the proper pool and waterside. It is incorrect advertising to sell hotel on the basis of waterslide (as says in the description of the hotel online) and fail to advise the customers that the waterslide is closed. Due to recent information I received from the guests on Tripadvisor that the waterslide is closed I want full refund of all 3 nights. I paid for the flight and hotel combined $2,481.90 in Australian Dollar. I require full refund of the payment for hotel.

Expedia and Westin Maui did not disclose on the expedia booking website that the main pool and waterslide will be closed during our stay. The disclaimer states there is construction going on and then it goes on to say that there are 5 pools and a waterslide. I would not have booked this trip in this hotel if I had known the main pool and waterslide are closed. The total cost of the hotel for a 5 night stay is 2,928.50. I would like a full refund and I have been on the phone for hours with Expedia. The hotel refuses to refund the cost of the hotel despite it being less than 24 hours since the reservationwas made.

From check in to 30 days later this hotel has been terrible to work with! Upon making my reservation I was told I would get a room with a king bed and queen pull out sofa. When I arrived to a hotel (Which was under major construction which no one told me about) I was told that they no longer have this type of room set up. They only had a double bed or a king. My husbands shoulders are the size of a double bed. What was I to do with myself and my 2 kids (10 & 13) We then got the king bed with a roll away...still 1 child with no bed. Had to get a second roll away. My room looked like a flop house! Now day 2 starts with the jack hammers (yes plural) there are 3 jackhammers directly below my room. I have severe chronic migraines. so I can not stay at the hotel from 9-5. Because to add to the construction you have people with grinders working on the porches overlooking the pool. there is no escaping the noise. now day 3 - my family is all set to go to snorkel. we have everything needed for a full day out ... get to the valet and they have lost our key! Now I owe the rental company an additional $250 for the lost key! and we didn't get to snorkel. Ok - after 2 hours of getting a new rental car we cannot snorkel, so we do other things we planned for day 4 thinking we will just snorkel day 4. Well it rains day 4 and the beach conditions are unsafe (I know they cannot control the weather, but the day before was perfect!) I was given $450 in credit for the hotel - I had to spend this money at the hotel or loose it. The reservations we made at other restaurants went unused and we had to spend more money at their restaurants then we would have at our destinations. So in essence I was tortured for 4 days then forced to pay more money out of pocket! I have tried to resolve this with their customer service who is routinely rude and keep saying the button wasn't pushed to submit...I need resolution! this is going on 30 days!

Gross misrepresentation of applicable charges:
1. $30/day resort fee - not disclosed at time of purchase/booking
2. $30/day parking fee - not disclosed at time of purchase/booking
3. Told would be furnished a rent car, not true as we had to pay over $76 in fees and taxes which was not disclosed at time of booking.

Purposeful misrepresentation of property:
1. Under construction, no lobby had to register in ball room
2. Construction noise from before dawn to dusk every day
3. Construction issue not disclosed at time of purchase
4. We were told that we would get a condo-style room with living/sitting area, kitchen and bedroom. What we got was an old, old, old very small hotel room with no facilities at all. We asked if we would be able to prepare meals in our room and were told yes. This room had no kitchen, no utensils, no plates, nothing with which to cook.

Staff was mostly friendly but completely incompetent. Had to ask for all promised amenities every day, water, "go green" discounts, everything.

I had my wedding there in 7/2017. 1 week prior to arrival I made my final payment and was to have a $900 credit going into the reception. I was having a 1 hour open bar then switched to a no host bar for the remaining 2 hours. I was to receive a final bill after 2 weeks. I did not hear from the Westin until October, since it had been so long I assumed it was paid in full with the $900 credit. In October I received an email from Brittney saying sorry for the delay and my final balance was over $7700. I was shocked. For the delay the Westin adjusted the balance down to $3000, then still in shock down to $1500. Originally I agreed to pay the $1500 but prior to sending it my husband wanted to see itemization. I have been asking for it since October 2017 or for someone to call and explain it to me. I finally got the itemization and is is $1200 difference from the final balance given to me by Brittany. I have now asked for itemization for the 1 hour open bar and then mine and my husbands drinks for the duration. They can not provide it. Since my wedding there has been many staffing changes and someone there made an error. Now they are threatening to send me to collections! As accurate accounting was clearly not kept I’m requesting my account be closed and marked paid in full