Rated 1 out of 5 by RC1986 Don't bother complain with SPG corporate
Admittedly this hotel is the only one in St. John that has a loyalty program i.e. Starwood and the hotel staff know exactly how to take advantage of that. Don't even bother complaining with SPG corporate office or social media. The hotel just ignores it.
Lack of competition has really grant the hotel a freeway to treat Starwood Platinum guest below bar than any mainland Starwood properties. The front desk staff was completely incompetent and dishonest. I arrived at the hotel 3:40pm after stardard checkin time. The two rooms assigned for me the first one of them is not yet cleaned and the other has noise in the toilet. I had to find to supervisor to get a clean and normal room after waiting for an hour. It was 5pm when I got into my room after running back of force in a hot day.
The hotel charge $40 per day for its very limited resort service. The pool staff all left around 5:30pm. Lots of constructions/renovating going on here as of late July, 2014 and would continue onto 2015 so don't stay here for Thanksgiving or Christmas unless want to tour construction sites during holidays. There are much better places to go at the price level this hotel demands.
You cannot park your car inside the hotel. The parking lot is quite far from the hotel. If you take hotel ferry from STT, it would be $120 per person round trip and it is much more expensive then public ferry with less frequency.
I tried only Lemongrass Restaurant And Bar and there were less than 5 people there on a Friday night 7pm. The steak was too salty and does not come with any sides. So yes you need to pay $7 more to get some mushed potato.
The hotel owners split up the hotel into regular rooms and villas. You can not get upgrade from regular rooms to villas even there are availability. So if you book a regular room and you would get a regular room no matter your status.
Westin St. John has studio villa (has full kitchen) available for the same 12,000 points as the regular room. But front desk staff told me I need to cancel my current reservation and rebook for the studio villa before they can move me.
I have NEVER heard of cancelling a room that I already checked in not to mention my deadline for cancel the room has passed and by cancelling I will be charged more than $300 penalty for the reservation. So instead of doing a simple internal exchange, front desk staff deliberately made the change impossible. Extremely unhelpful during the whole process.
August 6, 2014
Rated 2 out of 5 by amanda224 Needs attention to be a 'Westin'
This hotel is in a beautiful spot and one of only a couple of hotels on St. John. Upon checking in we were not greeted with a warm welcome by anyone on staff. The front desk clerk checked us in but did not go out of her way to acquaint us with the property, the facilities, or the island. When we arrived in our room, the first thing we noticed was a huge patch of the ceiling that was stained and crumbling from rain damage. it rained that evening and the rain came in through the ceiling. we moved rooms and while it didnt have a leak, it need an update as well. overall, not the quality one would expect from a Westin or a Starwood.
November 26, 2012
Rated 5 out of 5 by AJ2013 Wonderful resort, friendly staff
Stayed here for our 25th anniversary getaway. The stay exceeded expectations.
The staff was extremely friendly and helpful. The facilities were well maintained and clean.
The most relaxing and reinvigorating vacation I have ever taken.
July 6, 2013
Rated 5 out of 5 by anthonyj great place
What a wonderful week in St John and the Westin is a great place to stay. Staff was outstanding, room service and shuttle service very good. Our view from the Bay Vista villa outstand. Private and quiet.
December 13, 2011
Rated 3 out of 5 by cchum Good until end of stay
The Westin provided us with enough amenities to enjoy our stay. We encountered several annoyances on the day before we checked out. Our key cards stopped working which required going to the main lobby to wait for security to issue us new cards. Also, housekeeping only partially cleaned our room at 4 pm. This was after I had called at 12 pm to have the room cleaned. On the last day, housekeeping kept knocking on our door to see if we had left the room because they were eager to turn it over. Where was that eagerness to clean the day before? It unfortunately left a black mark on an otherwise pleasant stay.
December 31, 2011
Rated 1 out of 5 by oceanjumper3 Poor Customer Service, Dirty Rooms, Concierge not helpful
Stayed three nights Fri-Mon. Spg member: with that only perk was "free SLOW wifi...if i wanted faster service I would have to pay. Booked through spg website so no 3rd party. Received email from concierge asking for specific interests. Stated clearly that i needed a room without musty or moldy smells and that has been consistently used. ( I have learned even Westin, Hilton,etc need this reminder); asked for extra blankets, extra tea bags, upgrade if possible, early check in. No repsonse once this reply was sent; Resent this again 1 week before arrival; Called left message for early check in possibility; left phone number. No call back. Finally called again and was told no early check in avail. Check in at 3pm. No parking near front area. Had to park quite far away from paver walkway outdoor to reception building.No lobby at all. Simply 2 small front desks, 2 chairs by computers (business center). Four chairs by "concierge" desk/ villa sales.
Was disappointed no bellman to assist me with my luggage and 3 add. bags. Was asked if I needed help as I opened the front door!There were Westin workers sitting in golf carts watching me haul all these things by myself and offered no assistance. At 3:40 pm I was told there were no rooms ready for me and I can find a seat a wait for one. There were no comfy chairs. Only 2 stiff chairs by "business center" so I stood. And stood. Waited 30 minutes. Finally a room was available. Carlos, the front desk worker, was nice and polite, but did not have the charisma to have the position he held for a Westin. Forgot to give me back my Visa and tossed on counter and said something off color, when it should have been placed in my hand and with an apology. When I explained that I was surprised my room was still not ready and check in was 3pm, he walked a few feet from desk and got on walkie-talkie and talked about my situation and I could hear everything. After another ten minutes or so, he said there was a room. I explained I hope that my requests were satisfied and he stated he did not receive requests. (?? what was the concierge letter for then?) He said I would be assisted to my room by a golf cart. i had to wait ten more minutes.After five minutes waiting for a cart, a gentleman walked in and wanted to check into his villa --which is on other side of property than my room. Within one minute he was checked in and when the driver came to take me, front desk told him to take this gentleman and his party to his villa.(despite the fact I had been waiting VERY long). We could share a ride. I carried most of my bags and driver assisted w/ two others. Waited in cart a few minutes and the villa gentleman said he was waiting for his wife to join him. We waited a few minutes and I asked the driver if he could please take me as I had been waiting for a long time and this guy just walked into the building. He asked the villa man if he would be OK if I was taken to my room and he would go back when his party was complete. He agreed. I showed the driver my key number. By this time I was tired and very thirsty. He drove me around and unpacked my things; together we carried bags up elevator and he took my room card and sighed and said we were in the wrong spot. He thought I was staying in the villas also. So we had to bring everything back into the golf cart and drive to the other side.. NO offer to set up luggage, orient me to room or property or amenities by Anyone! Two minutes later the phone rang. Concierge peppy and excitedly asked me how was my stay going at the Westin? I said I was tired and very thirsty and had issues getting into my room. I asked where the water bottles were in the room? (Most have them.)She said she didnt know and I should call the restaurant regarding the water bottles. But she wanted to book my trips and activities during my stay so to get in touch with her by 7:30 and as a bonus I could get a 15% off certificate for some stores downtown .... (SHE WANTED HER COMMISSION ON BOOKINGS... that is all concierge was interested in.... unbelievable. That is not a concierge!) I called restaurant and they said if I wanted water I needed to walk to the market store and buy a bottle. After examination, I noticed the moldy smell and checked the bathroom. There was mold all over the grout and cracked tiles, dirty floors, a penny under a pillow, and a desk that was missing draws, furniture scratched, and only one outlet for computers/phones behind furniture which required crawling on floor and moving furniture. I called down and said that the room was not acceptable due to the dirty/moldy/musty bathroom and the only main request I sent in was please NO MOLDY BATHROOMS! Said they did not receive any requests. (What happened to the replies sent to Concierge) Carlos told me there were no other rooms available. He would send " housekeeping" to see what they could do. Took photos and sent to spg/westin on Twitter and FB. In 10 minutes after pics sent to Twitter, Carlos called and said he was told he located a room for me to switch into and someone would be there in 15 minutes. I waited over one hour for anyone to arrive. I carried some bags and he carried others. I got on golf cart and he started to take me to my new room, meanwhile 3 people wanted a ride to the taxi area to get a taxi downtown. He drove them all the way over to that taxi stand before taking me to my 2nd room. Did not talk to me at all. Second room was on first level. I carried most of my things, he could not locate the room keys in his pocket. he tried all the ones he had. Then while he back-tracked, someone picked two keys off the ground and asked if he was looking for these. FINALLY, he got me into my room. Again, no offer to set up on luggage rack or orient me to room which was basically mirror image of previous room. Then he waited there expecting a tip. At this point, I was not tipping anyone. I said thanks and good-night.
Room was a bit better with regard to mold level, but still seven or eight areas of mold on walls and around water faucet. Floor dirty. Hair and a straw under the sink area. Armpit hair in the sleeve of Westin bathrobe which was all wrinkled all over: used. Same situation with the other one. Wrinkled all over therefore did not attempt to put on. Sheets clean, bed comfortable. Desk more appropriate, no "missing" draws. Still a lack of convenient plugs. Decor just OK. No extra personal items that most upscale resorts have in rooms. TV channels limited and all with extra "TV product" commercials even at normal times like 8pm. No room service, no offer for comp razors or static guard if you forgot it. No milk for coffee as Kimpton and Hiltons and other chains offer. Bottle cap under bed ( floors not getting cleaned). Dirty stains on bathroom wall/door/floor. Wore my slippers while in room entire time. Went to buy milk at the "Marketplace" for my coffee/tea and 8 oz containers were all expired. Told this to manager and she replied:well what do you want? ME: milk that is not expired.HER;then you need to buy half a gallon. So that is what I had to do for 4.99 which considering the food costs, was not that bad, but I knew I would not use it all. Grounds well kept and pretty. Pool very nice. Marketplace had small assortment of snacks and beverages and lunch items, pastry/muffins/bagels,. Look at menu as there are many other things on menu than on actual display like make your own pizza.
Asked concierge for times for car ferry, she handed me a Westin handout and said for me to call to confirm calls as they might have changed.! (Could not believe this!) Told her I had no reception on cell phone. She said call from room, she thinks it is no charge ( NO: little sign next to phone states local calls are 1.50). Last day wanted to snorkel a few spots a read about in Fodors. Asked different Concierge for road directions to specific spots I wanted to go to. She told me I did not need to go to the other side of the island to snorkel and I could just stay at Trunk Bay and Cinnamon Bay and snorkel. It was dangerous to go to the other side of the island and she would not recommend it. Went to snorkel renal on Westin and rented my snorkel gear and asked them and they were stunned and said best snorkeling is at one of the spots I wanted to go to. They said it is not dangerous and easy to drive to and short easy clearly paved walk. I suggested they connect w/ concierge so that both are on same page w/ recommendations/directions/ perceptions. Last night got food to go from Lemongrass restaurant. Spinach salad w/ edamine great. Salmon pretty good but very small portion. Rice pudding dry and not good. Health center lots of machines. Magazines from 2013. Steamroom out of order. Bathrooms dirty. Limited classes/ 3 x a week. Very small locker room with no water/fruit/ lotions, etc that other Spa Hotels have. Would never get a spa service here. Very large separate enclosed area for Villa sales. Was given 100$ credit for my delay of room. Considering a 40$ Resort Fee per day and taxes/fees and price of room I feel that this stay was completely NOT worth it. Just stayed at a Kimpton in Philly PA and Cambridge MA for less and got SO MUCH More in return, better service, much more friendly workers across the board, cleaner, more perks. If I come back to St John will go to Caneel Bay, if I go to large resort; Never again to St John Westin. The Westin Resort in Maui was so nice and not at all like this one in St. John.
Room Tip: Had one room VERY moldy on 2nd floor, given a different room first floor - seemed better caulking in...
See more room tips
Stayed July 2014, traveled solo
1 of 5 stars Value
4 of 5 stars Location
1 of 5 stars Service
August 10, 2014
Rated 3 out of 5 by Cindoo12 Wouldn't go back
The rooms are run down and have bugs. There is absolutely no service at this hotel. Better off going to the public beaches. I was so disappointed by this resort.
April 13, 2012
Rated 2 out of 5 by George1960 Did not meet my expectations
I have been to may Starwood resorts and hotels all over the world. I had very high expectations for this Westin Resort and was very disappointed.
- Slow service
- Food overpriced and did not taste good. Tuna had funny texture, rice was cold
- Room noisy. Crickets + u can hear your neighbors if they r in patio as if they r in ur room. Needs double pane windows to reduce noise.
- Room old and not well maintained for a 5 star resort at over $400 a night
- Beach loaded with algae. Once u swim deeper, water is great.
- Umbrellas and lounge chairs old and cheap quality. Table under umbrella a joke. Cheap plastic and wobbly. Cannot even hold ur drink.
- Club Cars all over the place and are very noisy. They should be replaced with electric quite ones.
- Mango Deli- slow service, grumpy worker, wrong orders
- Most bar, cafeteria and restaurant servers have no energy and seem unhappy rather than being cheerful and want to serve you with pleasure trying to make your experience a pleasant one.
- Lawn maintenance walk me up every morning at 7:30 AM!!! Cutting grass, trimming hedges, etc..
- Resort had no fun activities or entertainment. Very boring. Nothing to do after 5 pm.
August 6, 2012
Rated 1 out of 5 by RConsultant Worst Starwood Hotel/Resort I Have Encountered
To begin, I travel frequently for work and stayed at Starwood properties over 100 nights last year. Though the majority of my stays are not at resorts, I can speak to the experiences I have had at other hotels. Overall, I have had wonderful stays with Starwood, and I have never had an experience like this at any of the other properties.
Top dissatisfier: Bad service is systemic.
To start, the check in experience was less than desirable. I had requested a My-24 early check-in, and didn't receive an email back from the resort that I was not granted it until I had already left for vacation. My guests and I waited by the beach, which was filthy until we were called that one of our rooms was ready. Keep in mind, it was already past when we should have been able to check in normally. The front desk wasn't entirely rude, but not friendly or welcoming either.
Next came our dining experience, which I am not making up. We had walked down for brunch the next morning. When asked at the hostess stand if we were having the buffet, we responded no and asked if we could have a table in the sun. The women literally rolled her eyes. We were not brought water or menus. Our server eventually came over, handed us the menus, and told us that we had to get our food order in immedately since we weren't eating the buffet. We responded that we had not seen the menus yet and would need some time. Also, could we have a glass of water? She said not until we get your food order in. Once we ordered, the food and water came and they brought me the wrong dish. By the time the correct food came, the table had already finished their food. No one came to pick up our check, so we found the manager to run our card. She walked over with our receipt and asked if we had a pen.
Second dissatisfier: The Rooms.
I had used my room upgrades on one of the rooms and the other I had booked with more points to get an ocean view. I was "upgraded" upon check in to a two bedrom Villa. Buyers beware: the photos of the villas on the website are of their newly renovated villas. Though, they are also still using their grossly outdated onces as well. The furniture is stained, and the tiled floors are cracking. I had read we'd have a kitchenette, which is partially the reason why we were staying there. Our two bedroom villa had a coffee pot, a microwave, and a mini fridge. There was no sink, utensils, or dishes.
The one positive:
The rooms are clean, and the grounds (with the exception of the beach) are maintained well.
If I could take my points back and stay elsewhere, I would. Please consider other options before staying here.
May 23, 2012
Rated 2 out of 5 by bcs69 Ocean front room that's horrible
We recently stayed at the "Resort" Feb 21st-26. We had an Ocean front room steps from the beach, it might as well been up in the hills away from everyone. When spending $700 + per night, you expect great quality or even very good. This room was not even close, for $250 it would've been satisfactory.
I took pictures of room 1614, the bathroom is a stall only no tub, the tile and grout on the floor was damaged, disgusting and was uneven. We wore flip flops in the shower. The bathroom sink would've been good in a low rent apartment, the shelves in the bathroom was a couple of shelves that were thrown in to have a place to put toiletries. The carpets were dirty and looked worn out, beds were ok for comfort but we put tshirts on the pillows for the pillow cases. We made some complaints but they were booked and we couldn't be moved to another room. That set of 1600 rooms was on the beach ( you would think it would be great) it was constant noise from the staff at all hours of the day and night. On Thursday morning at 6:50 am ( yes you saw 6:50 am) a staff member decided to power wash the sidewalk with a loud pressure washer and woke up everyone ( did I mention it was pouring rain at the time) there was no need for this and at that time was ridiculous!!!
We will not ever stay there again, I took pictures I will be sending to Starwood because it was so terrible. That was their best upgraded room on the beach, becareful if you want t a nice resort, it's not!!!! The ground are well kept thou.
March 1, 2012
Rated 5 out of 5 by Mattman Best resort EVER
This will be our 5th year straight returning to The Westin St John, our first year was absolutely amazing and just gets better each and every year. My wife and I have chosen to make The Westin our annual anniversary getaway. 5 years ago a resort employee told us he would see us next year, we replied with we don't normally visit the same place twice, we like to visit new places every year. Well, he couldn't have been any more correct,
We cannot stop thinking about our next trip every year. Don't think it's to far fetched to say we will probably buy in the near future.
Thank you to all the staff for making our yearly anniversary trip so perfect, see you November 2nd, 2013.
July 30, 2013
Rated 4 out of 5 by rag39 Overall great experience
We stayed at the Westin St. John on cash and points reward. Overall, we loved our stay. We had a resort view room. The grounds were beautiful, the pool was wonderful and the beach was very nice. When we checked in however, there was no recognition of our gold status. Also, when booking online, the site said there was a refrigerator in every room, ours did not have one, but upon calling the front desk, one was delivered to our room. The grounds at the hotel are very large but along the pathways there was a lot of golf cart traffic. Much of this were shuttles to carry guests and they always stopped and asked if they can take you somewhere. However, the pathways are not large enough for both pedestrians and golf carts so you always had to stop walking and move to the side for the carts to get through.
The reason I have an average for staff was the poolside service. Once we got our poolside chairs, we waited over half an hour for waiter/waitress service to get drinks. We had to stop a waitress and asked her if there was a happy hour or if any specials. Not only did she not know what the specials were but she could not wait to run away from us. We ended up going to the bar to get our drinks. Again at the bar, we had to wait over 20 minutes for the bartender to recognize our presence and she was not friendly at all when she did. Again, she was annoyed when we asked about happy hour specials. This was a very different experience than past stays at SPG properties in Mexico.
Overall, we loved our stay and would definitely return.
January 16, 2012
Rated 2 out of 5 by DMommy Poor Customer Service & Attitude
The attitude of the locals was beyond unacceptable! They were rude, unhelpful and irritated by simple requests, such as: Where can I get a taxi? May I please get a menu? Where is the bathroom?
The service in the restaurants was below average. For example, I ordered a rum runner, a drink that is a specialty in St. John, and received it AFTER my appetizer and dinner were served. The drink was watered down and the ice had melted. There was NO attempt to rectify the problem by offering a fresh $10.00 drink.
On the day we were leaving, we asked for our breakfast to go. Instead I was handed a box for me to transfer my yogurt & fruit. I was terribly disappointed to see that I had just paid $17.00 for a half papaya with about three tablespoons of yogurt and fruit.
My room had mold growing on the ceiling and parts of the ceiling continously fell onto the bathroom floor. The second day that the housekeeping cleaned our room, the towels were taken, but not replaced. Therefore we had NO towels and discovered this AFTER I was in the shower.
Being a Starwood member, I have acquired high expectations because of the excellent service that you all have provided. This resort was terribly disappointing.
I usually try to find the good in every situation, especially at such an extraordinary location. The ONLY positive aspect of our stay there is the treatment we received from an Alicia & Prince. They went ABOVE & BEYOND with hosptitality & kindness. Alicia, assistant on the ferry, graciously offered to return our son's bags until we needed to meet his camp director. She provided excellent customer service, concern for our son's belongings & interest for our family enjoying a day on St. Thomas.
Prince, ferry attendant, was the most gracious, kind-hearted & friendly person on the entire island! We were inspired by Prince's thankful attitude towards his employment with Starwood, the life that he could provide for his wife and children that were back in the US and the blessings that most of the world take for granted. If Starwood ever needed an example of the ideal customer service represenative, Prince, is EXACTLY what every vactioner would love to meet. I am sincerely thankful for the 30 minutes my husband & I had on the ferry talking to Prince. Starwood is BLESSED to have such loyal, hard-working, caring & positive employees in Alicia & Prince.
July 24, 2012
Rated 3 out of 5 by Geoff A mixed bag
First off, the grounds and location are as pretty as it looks online. We live in the VI and still thought the beach and location are beautiful, another poster commented on the houses on both sides of the bay but we thought it actually looked nice they're nice houses and the nice boats in the bay. There are plenty of beaches in the park to go to if you're looking for complete isolation.
The buildings look a bit old but are appealing in style on the outside though the architecture is a bit more South Pacific than Caribbean. Inside the room layout is nice, it's spacious and comfortable and nicely styled but the actual rooms themselves especially the bathrooms are a bit dated and worn...i.e cracked countertops, paint smudges and drips on the floor, old looking fixtures etc.
We had a bit of an issue with the fridge which was constantly leaking as someone previous had mashed up the little freezer bin pretty bad. Also our shower was stuck halfway between tub faucet and shower head as the little knob had seized up. We noticed the grout all around the tub faucet was broken and missing leading us to believe this problem had been there a while.
But it was clean enough and comfortable above all just not worth the price tag.
The biggest disappointment was that we had gone for my wife's birthday and upon check in had been promised a bottle of champagne would be delivered to the room for her. After a few hours relaxing and at the beach and pool we checked the room and nothing was there so we asked again at the front desk as we were leaving for dinner and they promised again it would be there by 7 and the dining staff already knew about it. By the time we got back to the hotel there was still nothing and no messages either. I realize that it is a gracious gesture and is not to be expected but I would rather be told no they can't do anything than be promised twice only to have nothing come. That was the biggest negative to us.
Service was great for the most part, very friendly staff...Ricky the bellman was professional and knowledgeable. The other service related issue was when we checked out the guy at the front desk was not nearly as personable or professional as the rest of the front desk staff and was a bit of a sour note to end the stay.
I wouldn't eat in the restaurant again, while the menu looks good it was overpriced and my mixed tropical fruit consisted of out of season unripe mango, blueberries, maraschino cherries and unripe Papaya...unacceptable in this part of the world.
All in all we'll probably be back again with hopefully better results because even with these issues it's probably the best chain beach resort in the VI
January 3, 2012
Rated 1 out of 5 by Joan72 I would not recommend that anyone stay at this hotel
This hotel bears none of the features of a typical Westin. Service is poor, the facility is inadequate, the dining choices are limited and less than satisfactory.
August 9, 2014
Rated 5 out of 5 by beachbumra Beautiful resort in paradise
My wife and I went to the lovely resort for our honeymoon for the first week of dec and loved it!!! we had the 2 bedroom villas that were amazing to stay in. the grounds of the resort were just breath taking, I have been to a lot of Island resorts and this one was just great. as a spg member thay really want to make sure you are appreciated at all times. So me and the wife will be going back again next dec with another couple. see you 2013 dec
December 28, 2012
Rated 2 out of 5 by Islander50 Most unfriendly staff
Facilities are ok but after renovation rooms have still old doors. Water sports and pool are also ok however pool bar closes before 7pm although pool is 24x7. Cleaning in the rooms is poor, desks were not swiped. Worst of all was the staff rudeness, unfriendly assistance at the reception desk, the pool bar, the Deli and the restaurant. Really disappointing! The only proper assistance was received by the porters which were very nice.
March 29, 2014
Rated 2 out of 5 by gigi64 Dirty room and no response from staff
We had friends that had booked their wedding on 11-11-11. We took advantaged of this and decided to make a week trip to see our friends and enhjoy time to ourselves. These kind of trips come far and few between for us. I took pictures of the disgusting stain on the carpet I had called about the first night we checked in(11-8). We checked out on 11-14 and the stain was still there. We also called about our fan in the bathroom that wa not fixable and they had to fix the makeup mirror. I find it odd that our firends asked for different rooms due to the lack of cleanlinless on 11-4 when they checked in. Of course when I showed the party of 44 that stain they were disgiusted. If you woiuld like me to forward this picture to your website, please let me know where to send it.
November 20, 2011
Rated 5 out of 5 by D123456789 Great stay
we had a great stay. two criticisms. in the newly rennovated pool rooms, the window coverings did not make the room completely dark so we tended to wake earlier due to sunlight. second, there were an inadequate number of golf cart shuttles. our room was close to parking so for us this was only an issue when checking in. but i wouldn't want' to stay at a villa that was far away since the staffing of shuttles seems unreliable. that said, i have recommended this property to many people and we were very pleased with our stay,.
August 25, 2014
Rated 1 out of 5 by OneUnhappyGuest Stay Away Until Renovation is done....
I have been both a guest and an owner for several years at this property. While I think it will go back to prior levels of service once the work is done- right now it is very poor. Rooms are not clean. Staff is surly. Island time takes on a whole new meaning in terms of slow. The whole property seems to have taken on an air of apathy. I won't stay again until they can assure me that it has improved.
March 29, 2014
Rated 1 out of 5 by Mark22 Bait and switch!
Three major problems with the Westin. 1) The rooms are no where near the standard of what most Westin's look like and the 1 bedroom suite did not even remotely resemble the pictures on the website. The room smelled musty and the room looked liked it was built in the 70's and has not been updated since. 2) The service from 90% of the staff whether front desk or getting served a drink at the pool bar, was just horrible! If you like a place where you are pampered do not go here... their excuse for the poor service is "Island Time" 3) We did the time share tour, and that is where most of the suite picutres are from, but of course you have to buy a time share to get into those rooms. Come on Westin you can do wway better than this!!!
April 9, 2012
Rated 5 out of 5 by NYCatmad Raised the Bar!
The hotel with its multi-million renovation has brought this property to the level it should be. First off with the new security front gate/desk for both resort and villa hillside units makes the resort feel more secure, special feeling and on par to what you would expect at a high end hotel in the Caribbean. Privacy is key keeping only paying guests to use their great facilities. The staff has gone through a change and definitely a plus dealing with guests from the front desk, spa. Security guards and workers in general. The upgrades to the design of the buildings, new additional wall ways, layouts and new hotel restaurant is key. The biggest improvement is the quality of the food on site. The new Lemongrass water front restaurant is key. The food was very good and better priced then the majority of the same high end restaurants in Cruz Bay all with the plus of water view, ac and plenty of space. The upgraded deli-food – bakery center is also much better placed and excellent. By far the best experience stay at st John the past 10 years. Having the ability to eat great food at your hotel after a long day of boating is finally here. Compliments to the food and beverage manager, keep up the great work. Savvy NYC traveler.
July 25, 2014
Rated 3 out of 5 by NHdoc Continues to just not quite be there
We have been coming here every yr for over 20 yrs and are owners. Many things ARE better, some just can't reach the bar. The pool bar staff are totally indifferent and always have been. Returning guest/owners are not recognized, rooms have been upgraded but the carpet is destroyed and has been. New doors and windows but left huge gap open to air in wall..good thing we have duct tape! Lots of ways it could be great, just isn't. Step it up and this is five star. Currently not. We love the island so bought time here, resort could be much more special without much effort. For example, offer owners storage for their gear for a fee..only few units have any storage, deliver the stored goods to the room and pick up again when you leave. Rubbermaid tubs stored in a cargo trailer wouldn't cost much to do and would be pure profit and convenient; have an enthusiastic manager around at the main pool to greet guest and encourage friendliness for the bar and wait staff, offer owners a free or discounted trip over on the Westin Breeze which is a gouge job on price,run real Happy Hours and events at the pool daily.
May 5, 2012
Rated 1 out of 5 by rokel This property is not worthy of the Westin name
I never take the time to write reviews but felt obligated to alert others to the shambles that this property has become. Public and private areas of the property are in dire need of an overhaul, updating, cleaning and basic maintenance. The beach towels are threadbare, the lounges are mildewed, the paint is scraped off the furniture in the patio lounge, the public bathrooms are dirty with overflowing trash etc.., seaweed piles up on the beach as if this were a 2 star property, beach & pool service only made the rounds one day of our 5 day stay, service is slow, erratic and most often comes with a giant "i'm doing you a favor attitude". And while the bed linens have been updated in the beachfront rooms, the bathrooms have not and are literally the size of a gas station and absolutely filthy with stained shower floor grout, etc. Maid service is just the bare minimum, no bathrobes, etc. I have stayed at dozens of Westin properties all over North America and am still unable to believe that this "resort" carries the Westin name. I know the hotel offerings are slim in St. John, but this is a travesty. Beware!
May 2, 2012
Rated 3 out of 5 by JKinJAX Just the attitude,,,,,
I have to confirm what I was reading here. The rooms and the place is great - clean - great food etc.
But there is a problem with the staff - they are correct and some what friendly - but they act like forced labor.
Nobody really wants to work - nobody is really personal or goes the extra mile ( some exceptions - they red t-shirt water sport people were great...!)
Reception was a disaster - few people inside were hiding - one person miserable trying to work on the line - forget the SPG member line. Nobody ever there. The shuttle service to drive you like to the parking and so ....they always fly by- try to catch them - good luck... nobody ever stopped and asked if need transport. Seating hostess and waitress - same thing. They are all correct but nobody is personal or goes the extra mile.Even The vacation / concierge people trying to run ...away ....Compared to other SPGs....this is a little strange. Again the place is beautiful - well taken care off and food is great. But staff as a group needs that adjustment that the customer is why they have that job...We really felt like we bother them every time we needed help like ordering food or something. Yeah somewhat disappointed.
January 23, 2013
Rated 3 out of 5 by JoeinTampa St. John Westin
Not as good as the last time we stayed. Still a very beautiful place to stay.
December 18, 2011
Rated 4 out of 5 by FamilyWithKids99 Mixed Results - But Had A Great Time
- Kids Club was great. CJ (counselor) was super and my kids wanted to go back. We felt they were in good hands.
- The island is stunning.
- Cruz Water Sports, who handled boat rentals and a sunset cruise for us, was fabulous. Very professional and helpful.
- The pool area was beautiful, but if you want any shade you have to wake up at the crack of dawn, hike to the pool, and reserve a chair. They are all reserved early, even though the reservers may not show up until mid afternoon. Frustrating.
- Landscaping and grounds are beautiful, very well kept.
Room for improvement:
- Rooms are a bit old and dated.
- Our villa turned out to be way up a hill, too long for the kids to walk, so we were constantly at the mercy of calling or waiting for a shuttle.
- The staff was very friendly, though often very slow (restaurant and front desk). Shuttles were very easy to find, however.
- Food was fair in the Beach Cafe and Snorkles cafe by the pool. But the drinks - which I expected to be made fresh in the tropics - were all from premixed bags and not good.
- Poolside service was almost nonexistent. We would have ordered much more food and many more drinks had it been easier.
If we have a chance, we will return, but we will likely spend more time away from the hotel facilities - other restaurants were exceptional and beaches very nice.
March 31, 2012
Rated 5 out of 5 by LilaJane Spectacular stay in a 3-bedroom pool villa
Seven of my family members just returned from a five-night stay at the Westin St. John. I was a little concerned ahead of our visit since there are mixed reviews here, and while I was there I kept thinking that I can't imagine any complaints when staying at such a special place. And I am a person who has stayed at several hundred hotels in the past decade and can be picky about them. We had a three-bedroom pool villa, which was spacious and comfortable with the Heavenly beds and perfect for our extended family. We could have never left the villa and been totally happy, although we forced ourselves to get out and enjoy the rest of the resort and the beautiful island. I have two small children (4 and 2) who could have swam all day in our private pool at the villa. My husband grilled our main course for dinner every night while my sister cooked up the sides in the full kitchen complete with everything we needed for meal preparation. There is a market in close walking distance to pick up groceries. We loved the parking right at our villa and the friendly security at booth welcoming us with smile and wave, providing 24 hr monitoring of who comes on villa property. My children loved the playground, the iguanas roaming around, the main resort pool and the beach as well. As other reviewers have noted, the beach here is not as clear and pristine as the natural beaches along the island's north side. But it was so convenient to walk over and we were all happy to lounge there. My older son loved the Kids Club the one morning we sent him and also enjoyed sundaes and other activities by the pool. He was thrilled to win the grand prize at bingo! I appreciated the friendliness of the morning crew at Mango Deli who made my iced lattes and the staff at the towel check-in. Loved that there was the little book and magazine exchange there and the freecycle shed by our villa -- we picked up some beach chairs, a baby float, sand toys and tin foil that we put to good use. And when we left we returned the items there for another user, along with other things we didn't want to haul back home. The grounds and landscaping were lovely and the renovations that were going on were not too disruptive. We didn't use the Westin transport from STT since it would have been so incredibly expensive for our group and instead took the very easy and much more inexpensive public ferry, which I would recommend to other travelers. One suggestion for the management: We loved that the main resort pool had the little shallow section for babies, but what would make it even greater would be an umbrella to cover that section. Babies don't need a suntan, and the families there were often kind of crowding in the corner that was covered from an umbrella on the side. Also, it would be helpful if somewhere on your Web site or in an e-mail to villa guests you could list all the amenities that are available in them, since there is so much provided. There were lists in the room of what we had in the kitchen or could request if needed, but it would have been very helpful to know that before we arrived when we were packing. Thank you for a wonderful vacation!
May 30, 2014
Rated 1 out of 5 Great Location, but that is it!!!
The location is great, but it is St. John's so that is not saying much.
Upon arrival the Westin receptionist at the airport was not polite and offered little help. Found out that it cost 120 dollars for round trip ferry fee to and from the resort. Which was nice at first thought, but realized the ferry only ran until 5:30 which limited possible time spent on St. Thomas.
We were charged a 40 dollar resort fee and we arrived at the hotel around 6:30PM that day and the last day when you have to check out at 11AM.
As a platinum member, no room upgrade was given (well let me correct that statement). We were upgraded from Garden View to Pool View (NOTE: there was no view of the pool and on top of that, the additional noise from the kids and human traffic made it more of a downgrade).
The room itself was in poor condition. It smelled like mildew, the bathroom was in need of a deep cleaning (stains on the floor, the bathtub drain was broken, there was mold everywhere in the shower), the AC unit barely worked (we had it set to 65 degrees and it never got below 75, and rarely blew cold air). There were stains on the dressers, which I could wipe off which is indicative of poor housekeeping. Worst part, 4 of the 6 days we found huge cockroaches in the bathroom.
The staff at the restaurants were for the most part rude and not pleasant. Food was overall mediocre, nothing special. Extremely over-priced (which is to be expected).
Resort is filled with families and children (which is fine if you want that sort of thing), but makes for early morning noise, noise at the pool, etc.
I am a fiend (for lack of the better term) for SPG points. We used the green option to receive an additional 500 SPG points, however the island is windy and it blew off of our door every day but one. On top of that, we received the 5$ voucher and it mysteriously dissapeared from our room (so I was not able to received any additional points).
Overall as a platinum member, I have had better experiences at 4 points. The location is great, but spend your money elsewhere.
February 26, 2013
Rated 2 out of 5 by Rich2012 A Long Ways from the Best of the Caribbean
I am married and travel a lot with my wife and two kids (2y and 4y). I travel about 5-6 times each year where 2-3 of those trips are overseas (usually Caribbean) and have been to many Caribbean islands. St. John unfortunately does not compete well with other islands unless you are a couple looking for an intimate spot and even then it's a bit of a stretch.
First, to get to St. John, you must either pay $65pp EACH WAY for the Westin ferry or take a 45 min van ride to a 20 min ferry ride to a 5 min cab ride to get there. Once you get there, the lobby is not air conditioned. It's open air which is nice, but when it's over 90 outside, it can get hot there.
Next, we stayed in the Hillside villas and I would suggest other accommodations unless you enjoy walking up two 30 degree incline hills to get there. You can also take the free golf cart shuttles if you like, but as I said before, there are better options. The rooms are nice and well appointed. We had a one-bedroom loft which was comfortable and had partial ocean views.
There are few restaurants to choose from. There is 1 for breakfast/dinner, 1 for lunch, and 1 for just dinner. Bar food for lunch each day got old and we ended up cooking a lot since there is a market a short walk away. There are many choices in downtown (5 min away by taxi), but for $5pp each way, that got old as well. The restaurants we did eat at downtown are good, but not great. Other islands (Aruba, Bahamas, Jamaica, Puerto Rico) easily have more and better choices. Also, it's expensive, but unless you find some local spots, eating where the tourists eat usually is costly, regardless of where you are. There was also a deli which served some sandwiches and salads all day.
There are nice beaches, but I question whether they are some of the best in the world. Trunk Bay, $8pp each way by taxi and $4pp to enter, is supposed to be one of the best. It is nice and intimate with lots of marine life swimming around. There were sting rays and tons of fish to keep snorkelers happy. I believe the snorkeling is good in St. John, but I believe that can be said about many islands in the Caribbean. We aren't snorkelers so I can't comment further about that.
The beach and main pool by the resort are okay. The beach does not have the clearest water. There is a good amount of seaweed and you share the bay with lots of boats. All beaches are in bays so it is very calm there. The main pool was very nice with waterfalls and a nice layout. A swim up bar would have made it nicer, but it is still very nice. If you are a beach person, expect to take a taxi each time. If you are a pool person, you will be happy. There was a small pool next to each Hillside villa, which was nice and usually empty. There was a waterfall and two nice grills there as well. Unfortunately, they were not cleaned often and usually had plenty of debris floating there.
We got bitten a lot there and were told they are sand fleas/sand flies. Make sure to ask about that since we weren't warned and could have have a more comfortable stay if we used bug spray. I've never experienced these before, but maybe I was just unlucky since I hear they can be in the Caribbean and even Florida.
There were a decent amount of kids there who seemed to stay at the pool most of the time so if you have a little one, they should find some playmates easily. If you're the type that is looking to drop your kids off at the Kid's Club, you might be disappointed since there were never kids in there except occasionally at night (5p-10p). We didn't care since we never use the Kid's Club.
Lastly, the staff there was somewhat friendly, but compared to the Westin Aruba, Harborside, Westin Lagunamar, they fall short again. If I never stayed anywhere else, I probably wouldn't notice, but it you are used to those other places, you might feel that area lacking, There are a couple stand outs. The front desk was always nice and helpful. Samir in guest relations and Teri in concierge were very nice, but that's about it.
Overall, the big draws here are:
1) The intimacy/privacy. There are many beaches you can take a taxi to where it will be just you and only you there. That's rare.
2) It's US territory so it's easier to get there and back, if that matters.
3) It's really cool to walk around at night and hear the orchestra of nightlife playing. It's more relaxing and peaceful than I can describe.
4) It's never crowded anytime or anywhere and we went during Carnival 4th of July week. The hotel was full, but you would never know that. That's very rare.
Outside of that, there are better choices unless those four things are really important to you.
July 7, 2012