We booked a one bedroom ocean view unit for 16 nights. When we arrived, we were given a unit on the north side of the north villas, close to the highway. We asked for a room closer to the ocean, but were told that it would take a couple of hours to get ready. I said, no problem, we would go and eat supper at the restaurant. However, they encouraged us to take this unit. Once we got there, we discovered that it was very noisy because of traffic on the highway, and seemed quite small. It turned out that we had been given a studio, rather than the one bedroom we had booked and paid for. The woman at the front desk said that there was nothing she could do and told me to talk to a manager the next day. No one apologized for putting us in the wrong room. After we talked to the manager, it took a while to get the room ready, and even longer for our luggage to show up. We did get a bit of a credit, but we wasted a lot of time repacking our things, moving rooms and unpacking again.
After we moved out of the studio, we decided to walk around the resort. We discovered that the big pool at the south end of the resort is being completely renovated. I had booked our accommodations at the end of December. Neither the Westin's booking agent, nor the staff at the front desk, mentioned this very significant disruption.
Because of the renos, a lot of people end up coming to the much smaller pool at the north villas, with the result that this area gets very crowded. Many people throw their towels on the lounge chairs and then disappear for a long time, despite the signs telling them not to do this. We prefer to sit on the beach, but when the weather is windy and cooler, we move to the lawn area.
We discovered that the hot tub is open 24 hours per day. Once the bar closes, the hot tub gets busy with very noisy people. The parties usually are the noisiest between 10 pm and midnight, although there was one night where it didn't shut down until 3 am! Calls to the front desk didn't always help.
Now for the positive:
The beach is great!
Chef Wes at Puleho restaurant is awesome! My husband has a lot of food allergies. Wes talked to us before the meal to figure out what he could eat and then again afterwards to make sure that everything was OK. The restaurant was a bit on the pricey side, but we enjoyed the food and the service.
We really like their green program. For every day that we give up housekeeping services, we get a coupon for one breakfast buffet. We have enjoyed our meals there.
We ignored the requests to attend the timeshare presentations. No one has bothered us since.
Overall, the staff here are friendly.
The room is comfortable and well equipped, although there is no conventional oven in the kitchen.
The property is lovely.
We have stayed at two other resorts on Kaanapali Beach. For the price we paid, we expected more out of The Westin Ocean Resort Villas.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Aloha and thank you for your comments. We greatly apologize for the occurences that have resulted in your ‘mixed feelings’ review. Please know that this is not representative of our standards, and we have informed our teams of your encounters for immediate follow-up. We would be delighted to personally contact you and discuss your recent stay with us in further detail. I have sent you a private message requesting for your contact information so that we may reach out to you. We look forward to speaking with you and to welcoming you back for positively renewing Westin experience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.