The Westin Ka'anapali Ocean Resort Villas

Food and service is pretty bad. Views are nice. Pool is nice. Rooms are pretty old and dirty. Management decisions pretty poor. Check in wasn’t very informing at all on all the amenities or what the place had to offer Lobby can be cleaner carpets look like they are beat and old.

One of the worst stays i have ever had. spoke to MANAGER NAMED MARCUS at the north villas and he acted like all the following was normal. Did not offer any apology or resolution. Horrible attitude from MARCUS. I Checked in the room 1/9 and hair is all over the shower. AC broke the second night, called to have someone fix it. ALL day no one came so i had to call again to have someone fix it which took over 30 min. Room service came only once during the first three days, and even when she came, the dirty towels were still left on the ground and garbage left in the middle of the room. Alll they care about here is selling you marriot ownership or vacation package with the westin. They dont care at all about your experience WHILE youre there. Absolutely horrible

My family and I stayed at the Westin Ocean Resort Villas South as a result of a 5 day promotional offer. We had to cut our stay short and I couldn't be happier. On the second night of our stay I was awoken by something crawling on my arm...a fricken' roach. Couldn't sleep the rest of the night, packed our bags and left. When we opened the trunk to get something out of a bag, another roach crawled out of a piece of our luggage. This is the most disgusting experience I've ever had. I'm a Bonvoy lifetime gold elite member and the Marriott brand will forever be tarnished by this experience. Don't be lured by the pretty pictures and great location unless you don't mind sharing your bed with pests. UNFORGIVABLE.

I brought my grandma here and booked a 2bedroom villa. It’s nice enough and gets the job done not a ton of complaints about the details of the room itself. Upon arrival I was informed I booked a “ocean view” and not an “ocean front” felt intentionally misleading but ok. Secondly I have a higher tier at Marriot and was not allowed any of the traditional upgrades not bc they’re weren’t available but because this is actually a time share and not a “real” Marriot so they only real Marriot thing they provide is points. However, my real complaint is about the lack of lighting at night/using tile like flooring in some parts. I understand being conscious of light pollution but it was really hard for my grandmother to get around topped with the floor getting wet from pools or rain was quite slippery.

We booked three rooms for a week family trip with daughters families and grandkids. We timed our flights to arrive in the afternoon at 4:00 check in time. (Hiccup 1) We checked in at 4:00, and none of the 3 rooms were ready. This was not fun for us, as we had tired hungry kids and babies waiting in the lobby. At about 4:45, my daughters finally got into their rooms. My room was not ready until 6:30pm. To make a long story short, I got three notifications that my room was ready, and when I got to the room the cleaning crew was still working. There was some kind of bizarre communication breakdown with Housekeeping. It was almost comical. (Hiccup 2) The Vacation Club informed my wife and I that we were "selected" to attend the 90 minute sales presentation for the vacation club. In return, our last night room charge would be waived. We booked an appointment and attended the presentation. When checking out, we checked our folio and saw that the room charge for one night had not been removed as stated in the agreement we signed. We had to spend and hour elevating to management to get it corrected with no apology. (Hiccup 3) A few days after we got home, my wife happened to be looking at our credit card charges and noticed that they had added the room charge back on two days after we left. This required my wife to waste another couple hours chasing down people over the phone. Eventually, she got to the right person and they removed the room charge with no explanation or apology. Our trip started and ended on a sour note, however, everything in between was nice which is why I rated three stars vs two.