The Westin Maui Resort & Spa, Ka anapali

Customer Ratings & Reviews

TripAdvisor Traveler Rating

6887 reviews

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  No jacuzzi or slide for kids. Staff understaffed and seem frustrated helping customers

  No jacuzzi for our kids. Wish I knew our kids would have no jacuzzi options. There were 2 I went on that were just for adults and as we looked for a jacuzzi bc everyone said the pool was cold (staff said it's only heated by the sun. Staff asked why my son was in the adult area. We stayed in the Hokupaa tower and loved the lounge but the staff at the hotel treat you like a burden unlike every other luxury hotel. I asked about the broken kids slide (staff yelled at a Swiss family for playing at the end of the slide). The pool staff told me to talk to the front desk about the pool slide and Jacuzzi solution. I went to the front desk for platinum members and the guy kept interrupting me saying "ma'am, you already checked in." Then when he let me clarify he told me to talk to the pool staff so they didn't care and just don't want to be bothered. Icing on top is the locals using the lounges next to us and no one policed them but made sure to police every paying customer that was a child looking for a jacuzzi. For the record staff said the old jacuzzi for the kids isn't being used anymore. It's just an abandoned stagnant pool in a cave now which they could update so kids can have a heated option. One positive- the cleaning staff were very sweet and helpful. For the same price, you can have an luxury experience where staff are kind to families and they heat the pool or have a Jacuzzi option for all guests. My husband has stayed over 950 nights at Marriott hotels and this is one of the worst expensive options when it comes to pools and staff (read other reviews to understand the current 3 ish star rating). So disappointed we booked our family trip here as they don't welcome kids or families.

  Oct 21, 2026
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  Scam alert

  Scam alert!! Don’t book here! Even if you cancel within the policy timeframe allowed they will still try to take your money! They charged our card $3k, we cancelled within policy for full refund. Received confirmation cancellation #, month later still no refund!!! Still within policy TODAY!! Called 2 weeks ago to cancel again & inquire about refund..got SAME cancellation # as first time & yet still no refund!! It’s been well past the 5-7 business days to see refund.. now they put us on hold for an hour every time we call! Complete scam & fraud!! Not sure if this hotel is that hard up to outright steal $3k from customers but beware & whatever you do not book here!! They will somehow steal your money

  Oct 19, 2026
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  Negative The Lanai Changes

  What a Difference One Year Makes As a Marriott Bonvoy Ambassador Elite member who travels weekly for business, I have stayed at my fair share of Marriott properties. While I understand that room conditions and maintenance can vary at Courtyard and Fairfield Inn locations, I expect a resort to deliver a significantly higher standard of quality, service, and upkeep. Unfortunately, The Westin Maui has fallen well short of those expectations. I visited this property in October 2025 and had a terrific experience. That visit left such a positive impression that I deliberately booked another stay in October 2026, primarily because of the experience offered at The Lanai. Sadly, this year's visit has been a complete disappointment. The Lanai: A Significant Decline in Food Quality and Selection The Lanai has a new executive chef, and unfortunately, the menu has changed for the worse. During my previous visit, breakfast and dinner offered a variety of appealing options. This year, the selection is extremely limited, and the counter space used to present the food feels inadequate. The food quality is so disappointing that much of it is nearly inedible. I would take the food offerings at virtually any Marriott M Club over what is currently being served here. Breakfast is a particularly glaring example. There isn't even a standard scrambled egg option, a basic breakfast staple at most hotels. Instead, guests are offered items such as quiche or spinach and artichoke dishes. Those options may appeal to some guests, but they should not replace familiar breakfast essentials. Equally concerning is the temperature of the food, which has been, at best, lukewarm. Beyond the disappointing quality and limited selection, this raises legitimate concerns about food safety. A resort of this caliber should maintain appropriate food temperatures while offering a menu that meets the expectations of its guests. If guest feedback is being taken seriously, the current menu and food presentation need an immediate and substantial reassessment. The Lanai Experience Has Also Been Diminished The Lanai has been reconfigured, with approximately half of the area blocked off and accessible only through the spa. I previously enjoyed using the sauna, but it is now off-limits to me under the current arrangement. This change has diminished an experience that was an important reason for choosing this property in the first place. Room Maintenance Falls Short of Resort Standards The condition of the guest room was another disappointment. The cabinet door covering the refrigerator fell off its hinges when opened. The carpet beneath the bed was stained and clearly in need of attention. Even the walls could benefit from a fresh coat of paint. Individually, these may seem like minor maintenance issues, but collectively, they create the impression that the rooms are not receiving the attention expected of a premium resort. Guests should not have to overlook such basic maintenance concerns at a property of this standing. Fitness Center Without Air Conditioning The fitness center has no air conditioning, relying instead on a few scattered fans. At a tropical resort in Maui, this is particularly disappointing. Guests should be able to exercise in a reasonably comfortable environment, not struggle through a workout in a hot, poorly ventilated room. This is a basic amenity that should be addressed. Questions About the Adult Pool Temperature Finally, cold water appears to be pumped into the adult pool for at least six hours a day. I would appreciate an explanation of why this is necessary. Is this part of the water circulation system, or is there another operational reason? Regardless, the practice affects the pool experience and deserves clarification. Overall Assessment What makes this stay especially disappointing is the contrast with my October 2025 visit. I returned because I had such a positive experience the first time, and I expected that standard to be maintained or improved. Instead, the food and beverage experience has deteriorated, amenities have become less accessible, and basic room maintenance has been neglected. As an Ambassador Elite member who travels frequently and chooses Marriott properties regularly, I understand that no hotel is perfect. However, The Westin Maui is a resort, and its standards should reflect that distinction. The current experience does not justify the expectations associated with the Westin brand or the decision to return based on my previous stay. I hope Marriott and the resort's management take this feedback seriously, evaluate the changes made to The Lanai, address the maintenance and fitness center concerns, and provide clarification regarding the adult pool. A property that delivered an excellent experience just one year ago should be capable of doing so again. What a difference one year makes—and unfortunately, not for the better.

  Oct 18, 2026
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  Worst vacation stay I’ve ever had

  Worst vacation experience in my entire life honestly. Had now power in the rooms for 2 nights and AC was out for 4 nights before we were finally moved to another tower on the property that was functioning. The pool was never opened throughout our whole stay which was the main reason I chose the Westin in the first place. We have been fighting with Marriott to get a partial refund since accommodations were not close to adequate and make it right, but they are being very unreasonable. I will never stay at a Marriott property again since it’s clear they have no respect for their customers

  Oct 10, 2026
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  Stay at Your Own Peril

  At the end of September, early October, you can google Reddit conversations and see the craziness that this Resort put people through. Everyone deserves a REFUND that was staying at this resort, or a substantially reduced rate, to like 99 bucks. Not the 150 bucks reduction they offered people. They checked our friends into a room without any power and made statements, to me, that the power should be on in a couple hours. NOT TRUE. It had been off for 3-4 days, per other guests, and the pool was closed. A few hours later, some part had to be shipped from the mainland, and that was all I had to hear. I don't blame the people working there, but I assume they were directed by Mgmt. to continue to check in guests, which is nuts. While we all immediately checked out, and went to the Grand Wailea (which was excellent), there were numerous guests impacted and angry with the front desk. The line was LONG. They had charging stations for phones, and a family we ran into, was using the light from their phone to change their baby, in their room with no AC. They had scheduled pictures, and they told the wife to blow dry her air, in the lobby....lol CRAZY. Felt like everyone was on a punk'd TV show, or hunger games... I can just say, I will never stay or spend any money at this resort.

  Oct 07, 2026