The Westin Ka'anapali Ocean Resort Villas in Lahaina

My wife and I are currently here on our honeymoon (we’ve been married just 14 days), and unfortunately our experience so far has been very disappointing—especially given the level of service we expected from Westin. I booked this trip a year in advance and followed up multiple times—at 6 months, 3 months, and 1 month prior to arrival—to ensure notes were added to our reservation. We specifically requested a quiet room, away from children’s areas and ongoing renovations, and noted that this was our honeymoon. Upon arrival, we were placed in the exact opposite setting: a ground-floor room in a building undergoing renovations, directly in front of the kids’ pool, with essentially no view. This was surprising and frustrating given the effort we took to communicate our requests well in advance. I spoke with the front desk and later with a manager (Noa), trying to approach the situation respectfully. My wife and I are easygoing people and weren’t expecting anything extravagant—we simply hoped for a room that aligned with what we had requested for a once-in-a-lifetime trip. When it became clear that a room change wasn’t possible, I asked if there was anything that could be done from a customer service standpoint—perhaps a small gesture like a food credit, a spa discount, or even a cabana for a day—just something to help turn around what had been a disappointing start to our honeymoon. I was told there was nothing they could do. Trying to stay positive, we settled into the room and found a small upside: the ground-floor access to the pool. However, the next morning a construction fence with tarps was put up directly outside our patio, blocking even that small benefit. We were also informed we couldn’t use the patio during the day due to renovations. There has been ongoing noise, workers directly outside the room, and even paint smells. I called again and was told a manager would return my call within 30 minutes—no one ever did. At this point, the most disappointing part isn’t just the room—it’s the lack of effort to make things right. Despite multiple opportunities, nothing was done to acknowledge our honeymoon, address the situation, or offer any form of goodwill. We came here expecting a memorable and special experience. Instead, we feel overlooked and let down. Unfortunately, based on how this has been handled, this is not an experience we would recommend to others

I booked an Oceanfront One-Bedroom, specifically because I wanted a room facing the ocean. I carefully confirmed the difference between oceanfront and ocean view before booking. What I was given was a ground-floor room with no ocean view whatsoever, facing only the pool and bar (shown in the photo attached). Calling this “oceanfront” is simply misleading. Even on a higher floor, this room would not qualify as oceanfront, and at best would be a partial ocean view. When I raised the issue, both the front desk supervisor and the Director of Front Office repeatedly insisted that the room was “categorized as oceanfront,” without addressing the obvious discrepancy. The supervisor even told me the solution is not to book an Oceanfront room at their property in the future. Follow-up emails were eventually ignored. This was not a minor inconvenience but a fundamental failure to deliver what was booked. Transparency and accountability were completely lacking. The room category itself—and the way it was handled by the two front office managers—felt borderline deceptive. Being repeatedly told that rooms with no ocean view were “oceanfront” was extremely disappointing. Other staff members were genuinely kind and professional, which only made this experience more unfortunate. To make matters worse, the room was not properly cleaned. There was a dirty sock left behind by a previous guest, which made this one of the worst stays I have experienced. Overall, the lack of transparency, poor management response, and unacceptable housekeeping standards completely overshadowed what could have been a good stay. After multiple exchanges, we were eventually moved—several nights into our stay—to another room that we were told was an oceanfront room originally reserved for staff stay. However, this room also had no ocean view, with the sea completely blocked by surrounding buildings. It was, again, not oceanfront by any reasonable definition. This was particularly frustrating because I had consolidated two separate reservations into one specifically to avoid having to change rooms during my stay, knowing how disruptive room moves can be. Despite this, I still ended up having to relocate, only to find that the replacement room was equally misrepresented.

Arrived 9/20/25 @Westin Ka’anapli Villas South Tower. Dirty glasses outside our door for 2 days, dust on furniture, soap scum all around sink, no body wash in shower. You could tell it hasn’t been cleaned properly. Took 5 hours and multiple calls to get body wash and to have housekeeping manager respond. All Michael Martinez had to say was sorry. There has been a commode in the hallway outside our door since the morning of 9/21/25. It’s still there. No one will call back or take responsibility for the unsanitary conditions. Pans in the room dirty as well. No response from Marriott Bonvoy Management. Was told someone from property will be in contact. Still no response

They will charge you for every last thing…use your Marriott points and then plan on paying for EVERYTHING ELSE…and at “Hawaii+” prices. Then again Hawaii has gone the way of Vegas and they may rely on tourists but they feel tourists are the enemy…

I’m an owner at Westin/Marriott vacation club. My family made a reservation and was confirmed for an ocean front room. See the pictures for what this hotel consider an ocean front room. Then, the next day they did this us. See the pictures of balcony renovation/painting. Keep in mind that there are no windows in this studio. This balcony was the only source of natural light to the room. When we checked in they told us that they aren’t sure if the renovation would take place in our room but if it did, they said they would be able to move us. Once the renovation start, they told us they don’t have any availability to move. So family is stuck in this room w no windows and balcony - so called the ocean front room. As an owner, I’m tired of this game the hotel Front staff play with us. We are often at their mercy when they assign rooms. They say they have policy but who knows if they are even following their own policy. This practice must stop. The front desk needs to be transparent. I pay a lot of money to be an owner and get a poor treatment at the hotel and by its front desk staff. Your vacation experience is watered down bc you don’t get what you pay for or the hotel itself has confirmed. Marriott needs to do much better. All the current and future owners beware.