Rated 4 out of 5 by JandB Love St. John's!
We had an absolutely great time in St. John's! The resort was beautiful and has everything you'd need. The Transportation from the airport over to St. John's was flawless. It really was great to have all these details covered- it made our journey to and from very easy. Transportation down to downtown St. John is great to. There is always a taxi waiting. Definitely recommend renting a jeep for your trip. We rented one from a place downtown and it was 100% worth it. It allows you to get to everywhere on the island that you normally wouldn't be able to go. It's worth exploring on your own. Can't wait to go back and visit! We'd definitely stay at the Westin again. The only thing that we were disappointed in was with our room's view. We stay at SPG properties every week and are platinum. We really wanted a beach view, but never received a room with one. It seemed like all the beach view rooms were reserved for weddings.
November 7, 2011
Rated 2 out of 5 by hitter23 Resort needs more than a facelift
My wife and I recently stayed in an ocean front room at this resort. We found the quality of accommodations, as well as the professionalism and courteousness of the staff, to fall well short of what we expect from Starwood, the Westin brand, and a hotel room at the relevant price point more generally.
After considering the per night cost, the hotel room itself was easily the worst I had ever stayed in. One of the very first things I noticed upon entering the room was dried beverage / coffee cup circles visible on the marble tabletop containing the TV. Also, the door containing the in-room refrigerator showed visible signs of spilled and/or sprayed liquids on the front of it (or perhaps it was mold resulting from this - it's unclear). No doubt these were more perceptible since the late afternoon sun was reflecting in just the right way into the room, but still, I found this lack of attention to detail and cleanliness unbecoming of the Westin brand. Also, the carpet was old and it, too, showed signs of spills and stains.
Also lacking in the room:
- The "amenities" book - common in nearly all respectable hotels - which details restaurant and spa offerings, as well as important phone numbers etc., was simply a stapled packet of photocopies, and it was wrinkled from prior use as well.
- The bathroom was cold, uninviting, and looked tired. The toilet, which barely flushed, was not flush with the wall. It brought back memories of the toilet in my college fraternity house. The bath and shower, too, were in bad need of an update.
- There was an ice machine, as well as a utility closet, directly outside the room's main entrance door. Made for daily early morning wake-up calls.
I knew upon booking our stay at the Westin St. John that the resort was undergoing a series of important renovations. I hope, for the sake of future guests, that they will be updating this room. I'm also hopeful, for the same reasons, that they renovate the main lobby. It was dark, dusty, and there were dingy cords from the table lamps visibly showing where they were plugged into the floor. Again, we found this unacceptable for the purported quality of this resort. I can't recall another hotel where electric cords were visible in the main lobby.
The second area of disappointment regards the food served at the resort. I realize the food at a resort in the isolated USVI is unlikely to ever compare to a similarly priced hotel in a major US city, yet it should at least be edible. At lunch one day, at the outdoor "Beach Grill", it was not. My wife and I were starving after having run the 8 Tuff Miles road race on the island, and were excited to finally be sitting down to lunch in the open air. Unfortunately, the cheeseburger my wife ordered was terrible. For starters, it was a pre-frozen 1/2lb patty which was in itself disappointing. Is the turnover for hamburgers/cheeseburgers during what is arguably one of the busiest weeks of the season (school vacation week in the northeast USA) not high enough to justify sourcing ground beef and making hand or at least machine-formed patties? The American cheese looked like it had been thrown on top, and appeared to be a "Kraft single" instead of a quality piece of sliced deli cheese. However, it was the taste of the burger that really trumped everything else. My wife, after suspiciously chewing the first bite, handed over the burger to me, knowing that I will eat just about anything and could therefore opine on the "okay-ness" of the burger. I proceeded to have a bite. I'm not sure if the meat had gone off, but what it tasted like to me was that the patty had been frozen and then partially or fully thawed and then refrozen, possibly multiple times. It had a gamey taste to it. Neither of us had another bite. We sent it back to the waitress who, while kind enough I suppose to remove it from our check, said little else. As for me, I had ordered a Cuban sandwich which was also not very good (I'd rate it a low C or high D in isolation), but relative to the burger it was at least palatable. Barely.
After the lunch experience, we resolved not to eat any more meals on the complex. We also considered that our dinner at the resort's flagship "Cruz Bay Prime" on first night of our stay, which was at best mediocre, was likely not aberrant in its mediocrity. What's more, the waitress service that night had been entirely uninspiring, too. The associate serving us was completely uninterested in her job, unfriendly, and just barely courteous enough to utter "with pleasure" a few times.
This brings me to the third area that I think warrants attention, namely that the overall service and friendliness of the hotel staff was lacking. To cite one of many examples, one of the concierge desk associates, upon our asking her about securing a taxi for the aforementioned race early the next morning (this was late the previous afternoon), suggested that we speak directly to the taxi personnel, since they were a different company altogether. A good concierge, by contrast, would have put aside the issue of whether or not they were different companies and would have instead done one of two things. Either (a) she would have offered to do whatever it takes to book us a guaranteed ride with a third party, or (b) she would have gotten out of her seat and walked with us over to the taxi folks to help explain to them our need. Instead, at 5:45am the next morning we knocked on the driver side window of the taxi to wake the sleeping cab driver. We then climbed aboard the taxi and proceeded to wait 20+ min in the pre-dawn darkness wondering when we might finally depart. With a couple of refreshing exceptions, we found the general friendliness of the hotel staff as a group to be completely underwhelming. This goes for the staff in the front lobby, all but one or two of the pool attendants, the Mango deli personnel, and the front desk people at the gym.
The most egregious example of disservice, however, involves our departure trip. On the previous afternoon, we spoke with one of the associates at the front desk, asking about the resort's dedicated shuttle service back to the airport on St. Thomas. For this "exclusive" service, we were charged $65pp ($130 total). We were told the boat would pick us up at the Westin dock and bring us to the Marine Terminal on St. Thomas, at which point there would be a shuttle to bring us to the airport, just five minutes away. Instead, a boat picked us up the next morning a few minutes past six. We were instructed to "wait to board until the associates have disembarked." What we were not told, however, is that the boat was headed to Red Hook, not the Marine Terminal in Charlotte-Amalie. No explanation whatsoever was given. In fact, we were not even told we were going to Red Hook - rather, we just docked there. We were then lead off the boat and onto a standard taxi, which then proceeded to take us to the airport, although not before we made an out-of-the-way stop at another resort on St Thomas to pick up other persons. This taxi trip took close to 45 minutes. Had we had any inkling whatsoever that this was the dedicated airport service that we paid $130 for, we would have certainly opted instead to take a taxi from the resort to the ferry in Cruz Bay and manage our own way to the airport from there. This is essentially the itinerary we wound up taking anyway. Doing so would have cost $56: $22 for the ferry from Cruz Bay to Red Hook for two people plus two bags, $12 for the taxi from the resort to Red Hook, $22 for the taxi from Red Hook to the airport). This would have saved $74 and a lot of uncertainty in the process. In effect, we paid an excess $74 for absolutely nothing.
I would happily pay what we did again for a world-class resort, especially in such an exotic location as St. John. However, without major changes in the resort's staffing, food service, and infrastructure (fortunately, already happening via the renovation efforts) it’s hard to justify returning to the Westin St. John at anywhere near the current price points, and it's more or less impossible to encourage others to stay there, too. I have generally had excellent experiences at other Starwood resorts, and hope that the Westin St. John resort will be brought up to par.
March 9, 2014
Rated 3 out of 5 by SJJ22 Hotel great for families
We had a great time with our 4 year old daughter. It's a great location with good amenities for kids. The downsides were that the friendliness and reliability of the staff was uneven, we didn't have a great experience at the spa, and my daughter had one bad day at the kids club (her first day was great, the second day she was alone with a staff member who was cold and unfriendly -- turns out it was her last day of work). I'd say this is a great place to stay with your family, but don't go with high expectations for service, the spa, or the kids club. I also did not feel we were acknowledged for being gold Starwood members.
April 1, 2014
Rated 1 out of 5 by JeffG42 I was a peasant non-owner
1. On arrival night the smoke detector started beeping at 430 am and we had to have someone bring a 20 foot ladder to fix at 5am which prevented any of us from sleeping.
2. When we changed rooms we were to receive a call when the room was ready but never got a call.
3. On the third day we called a shuttle and were walking down the stairs to catch but the female driver chose to drive off. At that point I cancelled my scheduled timeshare villa sales pitch session.
4. Also on day of arrival someone ran my credit card which was approved. Then later someone else erroneously ran it again and it was declined, prompting a message from the front desk that they had not gotten paid which caused me to spend 15 unnecessary minutes with Amex to resolve.
I complained each time and demanded a discounted rate the first night and the only answer I got was “I’ll talk to my manager” and that’s as far as it went. The only priority of this location is to sell time shares, customer service is secondary. Housekeeping was great, however.
August 7, 2012
Rated 2 out of 5 by Diamond2014 Not a Platinum Level Resort
St John is "Breath Taking"
The Westin St John is 3 Star Resort
The Food /Restaurant is 2 Star
The Management Responsiveness is 1 Star
Overall Service is 2 Star
The Price is 5 Star.... enough said !
Not a "Platinum Experience" :(
July 24, 2014
Rated 3 out of 5 by kim11 Unhappy Newlyweds
We arrived the evening of 11/11/11, to start our honeymoon. The desk reception by Shade' was great.
Things quickly changed as we waited 20 min plus for a shuttle to our room
We asked the front desk 3 times for a shuttle. We saw many people getting dropped off but the shuttle immediately took off. Finally... the manager on duty said one is coming now. We asked for a manager and was told a manager would call the next day. no one called!
November 15, 2011
Rated 4 out of 5 by Tricia1113 Terrific Service
We have visited this property three times, and once again enjoyed a wonderful stay. We encounted a few "hiccups" as the resort is under construction (which I was aware of when I made the reservation). That said, the resort staff & in particular, Carlos at the Front Desk, stepped in personally, responded to my issues and made sure that we were comfortable (checking in with us several time throughout our 10 day stay). St. John is a beautiful island and the Westin Resort will be even more beautiful when the rennovations are complete. Our family had another wonderful Starwood vacation and I am grateful to the Westin staff for thier wonderful service. We are looking forward to our next visit!
June 27, 2014
Rated 3 out of 5 by JamesR17 Need a little work
Everyone was very nice, certainly no one was anything but polite. Place is very clean. Landscaping nice. Some things I would consider to improve:
1) I ate ate your restaurant one evening. It is not an inexpensive place. Apparently there were specials which no one advised us. When I inquired about something I saw on another table, after I received meal, I was told it was the special. ?
2) if you charge rates as you do, I should not have a bathtub that looks like it was caulked by a child. Very sloppy.
3) As an Amex Fine hotel.... member I received breakfast coupons which seemed to confuse everyone.
June 23, 2014
Rated 4 out of 5 by xcilly Nice resort on small island
Our stay was for our anniversary.Room was cleaned if bathroom did show some years of use,lovely balcony,and big room.
Our phone in our room did not work and when we reported it,they placed another phone in the room and this didnt work wither.However,no one addressed this issue until our last night there when we mentioned to a front desk employee in passing.He gave us a cell phone to use for the rest of our stay.We couldnt order room service or anything up until then without walking to the front desk which was far from our room.
.Also,we wanted to book an excursion for early morning and waited until late night and the night conceigere just gave us a card with the number of the company and his name.He did not offer to make the call for us or anything.We didnt have a working phone in our room so we did not book the trip.
So the service was a little below par but otherwise the resort is extensive and alot to offer.plenty of taxi to take you where you want to go and a variety of offers available.
November 13, 2011
Rated 4 out of 5 by Agord965 Fun in the Sun and Water
We just recently completed a 5 night stay at the resort. While the resort is undergoing construction in many areas, we did not find this to be an inconvenience during our stay. Everyone we spoke with was very helpful.
The only negative I would have to say relates to the available power sports that Cruz Bay Watersports provides on site. My daughter was looking forward to using the jet skis and going parasailing but the equipment was broken during our stay. Even the employee that I spoke with concerning the jet skis said they had been asking for them to be repaired
August 21, 2014
Rated 3 out of 5 by Kimmy Spa not worth it!!!!
I have to say that I always try the Spa out on trips and get monthly massages and services when at home. My sister and I were excited to try out the Spa at a "Westin" we went for the Simplicity package as well as a Mud Wrap. The front desk was helpful and flexible. The massage was OK. The facial which should have included a neck and some arm massage had no massage at all. They did use products I liked. The pedicure was horrific. You are literally in a closet. There is only one nail tech. The chair is difficult at best to get in did I mention your in a closet. The chair does not even have a massage feature and the nail tech is not a happy or nice person. Save your money and enjoy the extra time snorkeling in trunk bay!!!
July 15, 2012
Rated 5 out of 5 by Balo Pillows
While I think the bed is quite nice, the pillows are far too thick. They should provide more than one type of pillow as I woke up every morning with a stiff neck.
November 10, 2012
Rated 5 out of 5 by Art99 Always enjoy this resort
Everything was great as expected. The staff were very nice, especially Neil who greeted us and took us around upon arrival. Facilities look well kept and lots of maintenance taking place. Only complaint was regarding water, was turned off for repairs one day but we were given notice and it was not a factor. However, on our last morning we awoke to no water......stressful enough to pack and leave under normal conditions, we had to go down the hill and buy coffee, use bathrooms, and go to the Spa for showers. Unpleasant way to end an otherwise great vacation.
September 25, 2012
Rated 3 out of 5 by Nigel27 Not up to standards
This hotel looks worn. Room amenities, beach mats, lounges, etc. need replacement. for this level of Starpoints, and a charge of $40/day, they should be much better. I've stayed at Sheratons hotels with better amenities for far fewer points.
Tennis was non-existent for higher level players.
Food at restaurant was not very good. After eating at restaurant on first night, we never went back.
Our neighbors left unfinished food on the patio for a number of days, and the cleaning staff never removed it.
So called "free" WIFI was virtually non-existent.
December 25, 2012
Rated 2 out of 5 by Tyler247 Could be so much better
On such a beautiful island on suck a pretty beach they could do so much better. The resort itself is nice. But for the cost the service was nonchalant, and apathetic. I felt like i was gouged every time i turned around. The golfs carts used by the staff was a constant traffic nuisance that got plain annoying. Rooms were comfortable but expected more for the price. The kids club staff was great and were wonderful to our childeren, cannot comment on the spa as we did not use it. Did enjoy the easy acces to the water through the dock at the propert.
March 6, 2012
Rated 5 out of 5 by BillJ A Wonderful Experience
My wife & I stayed in a one bedroom hillside villa we obtained with a time share exchange. It was a very nice location. The resort has many amenities and a friendly, responsive staff. The restaurants are excellent but we bought food locally for our breakfasts and some lunches. The only negative we have is that the place is very expensive so one has to assume the philosophy that you get what you pay for. We would definitely go back.
January 29, 2012
Rated 2 out of 5 by Joekarlab Disappointed
I am a SPG Platinum member and I did not get much recognition. The following things were not satisfactory:
1. The door to our room was very difficult to open it was sticking on the door jam.
2. We did not get bottled water or shower gel. Had to request them several times.
3. The bed did not feel like a heavenly bed.
The floor in our bathroom was not cleaned for days until I complained about it.
4. The bar tenders and wait staff at the pool were not friendly and some were rude. One of the bartenders when I approached the bar looked at me and turn around and went the other side of the bar
where no one was sitting. I asked what the drink of the day was and she turned the sign slightly on the back bar to show me. I asked for waters with the drinks I ordered twice and never received water. This bar tender never spoke one word to me, that is totally unacceptable.
5. The Westin ferry service was good on the ride from St. Thomas to St. John. The return trip was poorly communicated on multiple occasions. Were told three different departure times and got a different story every time I called service express. we were told to have our bags outside our room by 4:00 am at the latest for a 5:15 am ferry (which were told departed at 5:45, 5:00 and 5:15 am) They never picked up our bags. I called service express for help and they were argumentative with me, but finally sent security with a golf cart.
6. The renovation construction noise was aggravating.
One bright spot of our visit was Eric the concierge, he was great!
July 24, 2014
Rated 1 out of 5 by bigfish2529 Still needs improvement
This hotel is in desperate need of a complete overhaul both the cabana's (especially old wood exterior) and the service staff. This is a 3 star resort with 5 star prices. I spend 35 days/year in SPG properties and this continues to be the worst location. I would mention that I book SPG Hotels consistently while I am on the road because I have had a great experience at their other locations. Corporate headquarters needs to move quality employees that care and weed out the "systemic" bad service/attitude staffers. Not everyone just about 65% or so. I found the concierge and the front desk manager to be a few of the most competent and helpful people.
I love this island and got married there so I keep coming back for a night or two to see if things have improved at this location and unfortunately they have not. Main issues on this trip…namely one of the staff cursed off my wife-unfortunately wasn’t there to get her name, multiple golf carts blowing past me while I was carrying 3bags and a diaper bag around my head from the parking lot, slow service/attitude at pool bar. Dinning at the Beach Café was a pleasant surprise as the food has vastly improved. But basically I found myself not being able to let my guard down and not relax on vacation due to these issues. The final straw was the $240 roundtrip for two ferry service that dumped us off at Redhook on our return. The 9am departure on the schedule specifically noted Cruz Bay Marina which is minutes from the airport but our Westin ferry was routed to Redhook (most likely to save fuel costs) where we were dumped on the back of an outdoor taxi for the 40minute bumpy ride. Extra fun with a 6 month old and a nice experience to finish your vacation.
January 7, 2013
Rated 4 out of 5 by Gracie608 Memorable vacation
Recently returned from a fabulous vacation at the Westin St. John. Can't say anything negative about the resort. Most important, the entire staff was very friendly and accommodating, lots of smiles. Always good morning, etc. Our concierge, Karen, was extremely helpful. It was our first time on the island. Loved her enthusiasm. Meals were very good, rooms clean, the entire resort is well kept. We had a beachfront unit on the second floor with direct access to the beach. We enjoyed Cruz Bay Watersports. We will definitely return!
June 18, 2013
Rated 5 out of 5 by DavidF getting better all the time
We have been staying at the Westin St. John for 10 years and each year it has gotten better. The staff is anxious to help and the response time has gone from "when we get around to it" to "how can we fix that now". Smiles from everyone on staff makes you feel like you are at home. Great resort, great location, great management. Can't wait for our 11th year to start in December
January 8, 2012
Rated 2 out of 5 by unknown1 understand why it's under renovation
Food service at restaurants is extremely slow. The Marketplace was the only place where the service was satisfactory. An hour and a half for a salad at snorkel's restaurant was frustrating and going to the pool side bar at 6:40pm and being told they were closed was also frustrating as they do not close until 7pm. I would have thought they would want the business.
Most of the aerobic gym equipment was broken; none of the bikes worked and most of the treadmill televisions did not work. The yoga matts were also quite dirty.
The room door was difficult to close and the bed was not what I am accustom to for a Westin bed. Towels were dirty and the fridge was broken.
I understand why this hotel is under renovations - it needs it. I hope the food service improves with the physical renovations.
August 22, 2014
Rated 5 out of 5 by ATLGator Great Spring Break!
Exceeded expectations across the board. My 8 year old daughter cannot wait to return. The staff was attentive. Janice at the bar was the kind of employee every employer should have. The location is perfect. Because of the time of our arrival, we took a cab to the ferry. Make sure everyone in your cab is going to Red Hook. We nearly missed our ferry because the cabby had a few stops to make. Rent the Blast boat for a day, they will take you wherever you want to go. Like my daughter, I can't wait to get back.
May 13, 2012
Rated 5 out of 5 by Robyn62 Perfect location in St. John
Considering the location of this hotel, we could not have found a more beautiful place to stay. The restaurants were great and the people are very accommodating. I was celebrating my 50th birthday and of course my husband made sure everybody knew it. They were all over it!! Each and everyone made me feel so special. What a wonderful team of employees. Neil (golf cart driver) was the man of the week. He was always johnny on the spot and was just a joy to get to know. Thanks a million, Neil!!
December 19, 2012
Rated 5 out of 5 by Manju Cannot Wait To Go Back!
Loved the Westin St John. The staff were so friendly and helpful - our favorite was Neal who shuttled us around the hotel - can't say enough how great he was! The villa was beautiful - clean and fabulous. The pool was huge and the grounds were just gorgeous. I would HIGHLY recommend the Westin in St John - we will definitely be going back!
December 15, 2011
Rated 4 out of 5 by crdavis Second Stay - Love This Resort!
This was my second stay at the beautiful St John resort. The staff is efficient and friendly, the rooms are clean (although the cleaning staff could be a bit friendlier), the pool is beatiful (the staff at Snorkel's is wonderful, friendly and fun). The grounds are impeccable and the shuttle service was good. My only critique would be the room decor is old and tired and needs updating. Overall, a wonderful stay that met and exceeded most of my expectations. I cannot wait for my next trip!
August 1, 2012
Rated 4 out of 5 by aron96 This hotel was a great vacation for my family and I.
I came with my family for 1 week at the St. John Westin in November. We stayed in a 2 room villa. The accommodations were excellent. The beach was very nice. I would recommend this hotel. The regular hotel rooms are not nearly as nice as the villas, and I probably wouldn't stay in those. The transportation around the hotel is by calling for a golf caddy. This sometimes takes too long. Also, the bathrooms at the pool have a very bad smell. I would recommend them being cleaned more often.
December 5, 2012
Rated 5 out of 5 by KnJ97 Beautiful location
we enjoyed our stay at St. John Westin with our 3 kids. the grounds are beautifully manicured and the staff members are very friendly. we wish, however, there was another sit-down restaurant on the resort, one that doesn't cost as much as LemonGrass. The many activities available were very impressive; it has a family-feel as well as just for couples. We also really appreciated having the fitness center within walking distance as well as the rental car center!
August 18, 2014
Rated 4 out of 5 by rc100 what to expect
The hotel is nice but does not stand out. I had ants in my room and after calling and having them come out 4 times they were gone after 2 of my 4 days. The staff were always very nice but in no rush. There is no night life at the resort and all the bars and food areas close a little early for me. If you stay here you need to be prepared to leave the resort and explore the island. If that is how you want to see St. John then it is a good place for that.
July 21, 2014
Rated 5 out of 5 by ezzie Excellent Hotel
Just came back and wish we were still there. Had an awesome time. Everyone is so friendly. This year we didn't even leave the resort. The kids love the pool and water trampolines and especially Ezmerelda. (parrot). The food was delicious and the bar staff is awesome! Everyone goes out of their way to help with anything you need. We also took the boat Island Time to The Baths and Virgin Gorda. The boat crew was awesome. We love Cruz Bay Watersports too. Thanks.
November 29, 2012
Rated 5 out of 5 by Lisa6979 Our April 2012 vacation
We just returned from our first stay at the Westin Resort St. John. The hotel and it's staff were wonderful. Always pleasant and helpful. We took advantage of the hotel transportation to and from the airport & ferry and it was well worth the extra money. Our room in building 23 was wonderful. & clean. The bed very comfortable. We had some of our best dinners at Cruz Bay Prime - Jesse our waiter was outstanding!
We look forward to our next stay!
May 6, 2012