Rated 3 out of 5 by mjd8033 Beautiful location, poor customer service
Upon arrival to the hotel our faces were full of smiles. The view of the beach and ocean, the modern but comfy decor and the manicured grounds were breathtaking. But in the moments/days to come something didn't add up. Where was the hospitality? Why didn't the staff seem happy to see us? Why didn't they want to provide excellent customer service? Many frustrations with this experience. I sure hope they get things figured out soon.
June 7, 2013
Rated 2 out of 5 by ConcernStarwoodMember Hidden gem thats rough around the edges
We were very disappointed with my latest stay at the W Retreat & Spa - Vieques Island. During our travels, the W hotels are always our first choice, however this last experience was very discouraging.
The most disappointing experience were the staff members and the food quality.
Restaurants were not opened on time and staff members got frustrated when I attempted to request service; even though the hours were printed on the menu.
The food quality; I don't know where to start.....:(
This was the worst dining experience we have ever had! (i.e. guacamole from a can/box/bag / Paella Rice that was hard to eat etc.) There is no excuse for low quality of food at a W hotel; apparently this is not news to many staff members / guest that agreed with our experience.
The mosquitos in rooms/beds were too much.
I still recommend the W hotel, but change has to occur.
July 24, 2012
Rated 2 out of 5 by DJN911 Almost!
All prior reservations, CAR, MASSAGE, BIO BAY, made and confirmed twice, did not exist when i arrived! I reserved a cabana upon arrival with front desk, they wrote it on a sticky note and never confirmed! Staff did not seem to care! Thank God for WADE at the front desk and Diane at Black beard, they seemed intent on helping.. The rooms smelled of urine!
However, everything about the wedding was amazing.
April 8, 2013
Rated 5 out of 5 by Yamila63 Beautiful W Vieques
We had a wonderful weekend! The only thing i can complain and you should take care of is the lack of real espresso coffee, i
This is a standard feature in good restaurants and hotels, and i cosider that it could be an excellent add on to offer an array of coffes like the high quality coffees of PR, espresso, frappuccino,etc. Plain bland american coffee is not acceptable
We loved the airport lounge
June 17, 2013
Rated 5 out of 5 by spencer1234 Hotel is outstanding
Loved this property. Staff was friendly, helpful and overall outstanding. Facility was very well kept/maintained. Location is terrific...close enough to San Juan but a world away....
Small improvements: room is not well lit and bed isn't up to Starwood standard.
I look forward to going back and enjoying the hotel and Vieques.
May 16, 2014
Rated 3 out of 5 Good dining, poor service.
The food was great. However, we were disappointed by the service provided by Jose on Wednesday around 8:30 PM. He was not willing to accept changes to the main courses. He indicated that the Chef does not allow changes. Also, we asked for some room service but the alternatives were very limited. This means that the "Whatever you want, whenever you want" is not right for this location.
August 6, 2012
Rated 5 out of 5 by TomW Private beach, great pool, fantastic relaxation
If you're considering this hotel, just do it; this is the best category 6 hotel I have ever stayed in! Greg and his team do a fantastic job of making you feel welcome and comfortable. The prices for food/drinks is not as bad as many resorts I have been to and if you stick to the special mojitos they make at the pool, then you won't be disappointed with the bang-for-your-buck (strongly recommend the mango version)! Blaine and Karif will take amazing care of you at the pool - recommend asking for them by name to serve you!
Last comment: the view is incredible. What they call a "partial ocean view" is about 80% ocean and 20% beautiful trees and nature.
Only bad part was that our air conditioner broke down one night which made our room get very warm. It was an inconvenience but obviously out of the (reasonable) control of the hotel. They got it fixed promptly and made it up to us, so no complaints overall.
July 16, 2013
Rated 5 out of 5 by cjpowers Redefining vacations
This is one of the best hotels I have ever stayed at. From the moment you arrive at the airport you are greeted with cocktails. The entire staff at the hotel is so helpful and just plain cool. Robert, the concierge, took care of us every day. Orlando at the bar drew us a map to a local secret beach. Amazing.
November 10, 2011
Rated 1 out of 5 by verolero07 Problems since we arrived
Even before arriving at the hotel we already had a bad experience at the airport when we were told that we were not registered at the hotel. We were allowed to use the bus even though they had no record of us. At the hotel it was the same story, we did not appear anywhere in their system, they finally realized that they had registered us for arrival one day later. Eventually we got a room, one that was not the type we had requested, and the cleanliness of the room left much to be desired. The replacement of cleaning products such as shampoo, cream, soap, etc , etc, was really poor. We asked for an ice bucket since the room did not have one, and only after four calls and an hour later did they bring one to the room. Upon leaving the hotel we were surprised with charges that we had not done, both in the room as well as in the pool bar. When we challenged the charges the lady who checked us told us she would check into these charges; almost a week later I am waiting still waiting for her reply. She had mentioned that maybe some other guests had written the numbers wrong, but that was the end of it. I hope some day they will eventually get back to us with a response. The person who served me both times only spoke English, so being a Spanish speaker I spoke with a Spanish speaking attendant who with an angry expression told me that the other person was waiting on me, and to basically leave them alone. I really found it amazing that the service was so bad, especially in a hotel of this category. I have to say also that the person who took us from the airport was very friendly at all times. Hotel facilities are beautiful and the rooms quite comfortable, it is unfortunate the customer service is so bad.
July 10, 2012
Rated 2 out of 5 by Sam1908 Underwhelmed
The hotel location was INCREIDBLE!!! However, don't call down and request anything, because you will never get it i.e. towels, room service, etc. We have a malfunctioning television that never got fixed, we were charged for bar and food which we never touched. It took them 3 weeks to credit back my credit card. Spend your time and money at other resorts
April 2, 2013
Rated 2 out of 5 by TBA4 NOT WORTH IT
You expect the best of the best when you stay at the W especially when you pay "W pricing". I was very disappointed. My cable TV and internet worked only half the time and when it did it was slow and not clear. I asked for someone to fix this and nothing improved. My room also had no minifridge. The room is designed for show not for use. I hit my head on the shelf above the sink for example because the sink is so large and awkwardly placed. The bed is not comfy whatsoever and the food prices are insane. However, the resort has a great pool and gym. In the end, I had a bad experience for the price i paid. I would not stay there again.
July 11, 2014
Rated 5 out of 5 by Julie Check this place out
Amazing quiet resort with great views, pools, spa, beach, etc. loved the atmosphere of the lobby and rooms. Resort not too big where you get lost. Great designed rooms. 4 nights was plenty as there was not too much to do at night on this small island. Biolumescent bay a must. Pools were nice and warm. Check out the plunge pool. Mojitos were tasty.
March 29, 2013
Rated 5 out of 5 by Palmtree7492 amazing place with a few minor missing amenities
I cant say enough good things about the place. Would go there again in a heart beat. they do not have a Jacuzzi- I find this extremely odd for a resort of this caliber. Also the music they had playing at the pool and their lounge the Living Room, was the worst elevator music you could imagine. Minor issues. Amazing place otherwise.
December 12, 2012
Rated 4 out of 5 by MichaelMc transportation
Hotel gounds beautiful. Rooms very dark. we missed our CapeAir flight due to delay in Atlanta (I allowed 2 hours between). had to rebook next day and pay a night in San Juan and my 1st night not refundable.(but I did incur a resort charge that day!) I think guests should be aware that flights are very small and book very quickly (and winter delays common from US). Also we were told ferry was unreliable but no one at W or CapeAir mentioned that a ferry maybe an option that evening (according to schedule) and I may have considered night near Fajardo instead and canceled flight I would be very reluctant to plan a stay there unless I did an overnight somewhere else in Puerto Rico due to loss of 1st night charge/SPG points. Overall this costs me over $300 taxi/hotel and 20,000 points for a lot of inconvenience. My wife called spa for massage and they said they would call back and never did. (lost revenue!!)Overall not quite up to par experience in spite of good initial reviews in travel mags.
January 20, 2014
Rated 2 out of 5 by TheTraveler77664 Great location - bad service
Stayed with my family over a long weekend. The location is great, but the service is slow and inattentive. Our room were not cleaned properly one single day, and our minibar never got re-filled. I will not go again or recommend this place.
April 22, 2014
Rated 4 out of 5 by crazy4travel This will soon become one of the top W's in the system
Like most W's, this property is not for everyone. But for those who want something away from kids camps, 20somethings on a booze binge and retirees lugging their cooler around will enjoy this W. (As with most W's no one looked twice at the occasional male couples holding hands on the beach.)
The atmosphere is upscale, but not stuffy or snobby in the least. Very relaxed.
As others have said, the hotel, pool, beach and location are stunning. Rooms are very well thought out. And of course you don't want to leave the W's bed.
I'd say the only downside is service and it's all stuff that can and will get polished over time, which is why I think this property has the potential to become one of Starwood's top properties. Staff need training and to learn little touches can add up to make a big difference. Better notification of a wedding closing the pool is an example.
They should remove the word Spa from the name. It's not a full-service spa in terms of facilities. But who'd come to this beautiful location to spend a day inside anyway?
December 9, 2011
Rated 3 out of 5 by miamibeach the location is great-
the location is great- that alone is why i would recommend; but would prefer to have services that provided more of a "WOW" factor. W's around the world are supposed to make you feel like you are elite customer- here you feel like a regular patron.
July 9, 2012
Rated 5 out of 5 by niceep LOVED This hotel
The ONLY thing I did not like about this Resort is the proximity to other restaurants and bars on the island. You had to drive everywhere!! Sorce was a delicious restaurant but way pricey. The bar drinks were delicious but pricey as well.
November 29, 2012
Rated 5 out of 5 by Rooker72 Recent Stay
Although I wasn't thrilled with the food (save breakfast - top notch there), everything else was absolutely stellar. Rooms were great, the staff went above and beyond all expectations and I couldn't recommend staying here more.
March 5, 2013
Rated 4 out of 5 by viky2013 good place to relax
the hotel is a no children place... its good to relax, food needs to improve a little specially on the menu, the waiters needs training rush!!! but overall i a had a nice time!!! and alos needs a jacuzii... rush!!!
February 14, 2013
Rated 5 out of 5 by Litoindc 3 Days in Paradise W Style
Whisper Beach was awesome, the food and drinks exceeded expectations, and the W Staff was beyond friendly. The pool and pool area rock and the W lounge at the airport sets the mood right from the begining.
August 22, 2012
Rated 4 out of 5 by Teek80 Almost Great - We'll be back....
Great resort, cool vibe, amazing staff and lovely rooms. So many nice little touches that add up (music underwater in the pool, cool branding, free airport transfers, daily happy hour, unique rooms). The open air living room and nearby fire pit is a great place to hang and meet people. Staff was top notch.
Wifi was awful and unreliable. Food needs significant improvement - it was inconsistent and mediocre. Fish tacos should not be inedible at such a great beach location. Oddly, there were far too few towels available poolside - up to an hour wait sometimes. Some wait staff are a bit on island time. Pools were too cold.
January 5, 2014
Rated 5 out of 5 by millie845 This hotel has excellent facilities and services
If you are looking for a paradise for your vacation, this is the place to go. Vieques is a a paradise and W's facilities and service are the best.
August 14, 2013
Rated 5 out of 5 by dianaob Mothers Day Retreat
Josuet makes the difference at our arriving, and one girl at the pool (WET) bar was great and very accommodating and friendly, with our family
May 13, 2013
Rated 5 out of 5 by Grissi It's a real Retreat
Great hotel with Great Staff. Everybody was kind and attentive. Excellent retreat and beautiful island.
February 3, 2014
Rated 5 out of 5 by Tatumok Nirvana
This hotel has the friendliest, most service oriented staff. I treated them with smiles and they gave back with enthusiasm. This island is beautiful. The beaches are some of the best I've ever been. The roads are as if the Navy are still bombing (they are not) so you have to have a jeep if you want to beach-hop. We rented from the hotel. Be sure and check the Internet rate and mention it. We didn't use the hotel scuba company, Blackbeards, to dive because they only had beginner divers but I understand they are very good.
The W has a wonderful hotel pool. The bar service was very good. There was happy hour from 4:30 - 5:30 with half price mojitos, rum punch, and discounted Medallas (local beer) and sangria. They offer a free daily drink from 6:00-6:30. Yes the drinks and food are expensive but considering this is a somewhat remote island their costs are higher than being on the mainland.
We had a prime ocean front room that was huge. The decor is typical W decor. All greys. We had a huge shower and a large tin bathtub we didn't use because it looked uncomfortable.
The breakfasts in Sorce were very good and the dinners were merely OK. The food in nearby Esperanza were outstanding.
We were happy with this property and would love to go back.
September 1, 2013
Rated 3 out of 5 by DrRod Over Rated
I travel about 60 nights a year so I am not writing as a novice when it comes to destination locations and quality travel. The island and property is very nice. In my opinion, this is below "W quality" (or even Westin) in several categories.
1. I am still wondering what is included in the $60.00 per person resort fee… No steam-sauna, no dry-sauna, no jacuzzi… The health club is smaller then most corporate hotels… the pool is very nice but very small for the amount guest.
2. The most disappointing thing is the advertised "high-speed internet" I am serious when I tell you that, "I am downloading ONE page-a-minute, at best." I have tried three different devices, a new iPad, Mac-Air and iPhone. When I have called the front desk, they just refer me to some internet tech support, (Like I want to be on the phone with their foreign-tech support, trying to diagnose their internet deficiencies.
3. In addition, the food are very, very overpriced for the quality you receive. I believe the dining menu prices here are equal if not more expensive then any 4 hotel in Paris or Manhattan. I've just returned from spending 23 days in both these cities and did not pay more for a lunch or dinner.
The good news is, my wife and daughter are happy to be here and that is very important to me. Thank you W.
November 29, 2013
Rated 3 out of 5 by B903 Recommended with reservations...Don't expect any standard service
This was my second trip to the hotel and I go back for the location. I had a great stay my first time down despite the very mediocre food. The concierge in 2011, Hiram, was phenomenal and he made up for what the Front Desk and management lacked in attention to detail in 2011. This year the I had to go back to the front desk to let them know they had my reservation wrong, there was absolutely NO recognition of status and NO effort to do anything near what one would expect as general service:
1) In the 5 days of my stay, I had to call 3 different days to get my room cleaned (this was after 3pm each day)
2) I had to ask twice to get my towels changed because it was forgotten
3) They NEVER restocked water
4) Food remains mediocre. It is not bad but it is not so good that it merits the prices charged
Honestly, it feels as if management is more worried about their financials and ops budget than providing service to their guest. They rely on the fact that they have a wonderful, beautiful, peaceful location and that they have an amazingly friendly service staff in the bars and restaurants and by the pool.
Kudos still to Hiram for welcoming me back this year. He really represents what one expects from a W RETREAT and spa...too bad that Management hasn't pick up his zeal for service!
December 14, 2012
Rated 3 out of 5 by LuxuryAmy Potential is there...BUT...
Chose the W Vieques for a luxurious, worry-free, high-end vacation and unfortunately it just didn't deliver to the extent I feel a hotel at this price/star level should. The rooms looked great on spg.com and they did not disappoint in that regard! Being Platinum, I was upgraded to a beautiful suite. But looks can only get you so far. In echoing other reviews, the place really needs to focus on service...for the 6 star hotel and the price to match, I expect 6 star service. We waited over 90 minutes for our dinner to be served at Sorce with no apologies or appetizers to make up for the delay, and over an hour for our food by the pool the next day. It also took a long time to get drinks - not because the bar was crowded, but there was just one person servicing the entire bar and pool area. For the rest of the time, we just ate offsite. As my Platinum benefit, I was to get a continental breakfast - this translated to a pastry or bagel at the sundries store onsite. At other properties, the breakfast for Platinum members are much nicer and usually in a dining room. So this felt very low-end and not very "platinum". We also didn't have wifi in our suite. I called to notify Whatever/Whenever and they just transferred me to a call center for customer support. The LAST thing I want to do on vacation is stay on hold with customer support. Whatever/Whenever should have simply taken care of it and fixed it behind the scenes, which they never did during my stay by the way. I did enjoy my vacation over all, but the W was pretty average compared to other Starwood properties. Definitely not a vacation to remember as the price tag would suggest and I had hoped.
March 24, 2014
Rated 4 out of 5 by Laurie Wonderful Resort- Could be even better
The hotel is beautiful and relaxing with a wonderful staff. The airport lounge and transport to the resort is a nice touch. Within 10 minutes of getting there, we wished we had booked more than one night. But, I am in the travel business and there are definitely a few things that would have made the resort outstanding, especially for a longer stay.
l, Orientation: Our ambassador did not explain all of the features of the resort to us so we did not know that the snorkel and kayak equipment could be used for free or that there were tennis courts. I saw this on line when I was writing this review.
2. Resort fee: too high: $65.40 per day with tax and not much benefit that we could see. Rooms at this price should include any services that we received during our stay. Since the hotel is isolated and the Island is small, it would be nice for the resort to offer shuttle service a few set times a day to another beach (?Blue) or into Esperanza, perhaps at dinner. Sorce was good as a dinner choice, but it would not be interesting to have every meal at the same place. Paying a taxi $40 a day to go to the beach or eat is steep.
3. The Biobay adventure with Vieques ECO tour (Eric) was fantastic. It offers a less "touristy" experience (smaller group, no wasted time with drinks etc, and use of the parachute if needed on moonlit nites). This opportunity should be presented to all clients rather than referring them all to Blackbeard tours.
4. You should offer towel service by the pool instead of just at the beach.
We will return, and with the above caveats, will recommend this resort to clients.
March 3, 2013