Rated 5 out of 5 by YULHNLCDG Caring staff make the difference
My wife and I were just married at the Westin Grand Cayman, where we were guests for three wonderful nights.
As with any important special event, some things went perfectly (e.g. beautiful weather and setting), but others didn't (e.g. vendor delays).
It was in handling the 'not perfect' situations that the Westin staff differentiated themselves. They truly cared about our wedding day; issues were resolved and/or remediated such that we were always left more than satisfied with the outcomes.
This was not the only time I have experienced superior service at this hotel. I visit the Cayman Islands 2-3 times per year, and always appreciate the consistently amazing service received at the Westin.
November 26, 2012
Rated 4 out of 5 by Kathy716 This hotel has a great beach & pool
The Westin still has the best beach front on 7-mile beach. The pool area is wonderful too. The hotel has done a nice job of updating lobby & outside furniture. However, the rooms need work. We were in 104 & I'm sure that room has mold in it. The front & back doors were almost impossible to open because they are so warped.
Staff were all great, especially Rui at the beach & Marvette in our hall. We were not pleased that the 3:00 checkout time on our confirmation from SPG was not honored, although the General Mgr.'s name was on it. Tough luck was the attitude. Our flight was at 4:36pm so we sat at the airport for hours. Not a good note to end on for our annual vacation (12 yrs. in a row at the Westin).
June 5, 2014
Rated 2 out of 5 by SPGGoldWorldTraveller The Best Westin?
As a longtime SPG gold card we did not appreciate the lack of recognition, and appernet unavialability of upgrades or quality rooms with a veiw. Especially after being told there were no available rooms to then sit and watch 30 people check in to the rooms "that weren't available". Finally on noting the number of rooms with lights off in the evening we were told, "Oh, there are some beach veiw rooms available".
No late check out, poor quality of customer service. Are you sure this is a Westin?
General service staff however were as you would expect with a Westin, they were excellent.
I noted the SPG website didn't show the Wetin deals that were avialable which would have saved us $100 per day etiher.
August 11, 2012
Rated 4 out of 5 by denisedmd Disappointed with chairs and umbrellas
I feel you should have someone assist patrons with lounge chairs and their is a desperate need for more umbrellas. I have never stayed somewhere where you brought out your own chairs to the beach. I have a tear in my shoulder which made it very difficult. My husband also has had skin cancer and would go to the beach by 7am just to get an umbrella for us. I do realize you have cabana rentals however the price was an excessive amount for two people to use. We also had to change our room due to the excessive amount of mosquitos on the ground level. The staff was excellent and changed our room as soon as one on the upper level became available. The resort is very beautiful I would recommend it to everyone.
May 22, 2013
Rated 1 out of 5 by sctiger2 It's time for a serious renovation
I just returned from the Cayman Westin on Dec. 11th. This was our 5th stay there. I had booked a partial ocean view room knowing at this time of year, upgrades have never been an issue. I was upgraded to a corner room on the 3rd floor next to the Governors Suite. Yes, I did have an ocean view, but of the north side of the island. No sunsets, no beach in front of the hotel. Plus my view was obstructed due to the Governor's Suite balcony.
There was hair in the tub upon arrival and was there for 5 days, no complimentary water in the room for SPG members, and the sheets were like sandpaper. I was afraid this may happen as I had just ordered a new pillow from the Westin Home store. It was nothing like the one I ordered some years back and they proceeded to tell me that they are no longer putting the luxury linens in the Westin Hotels, but 180 thread count. I could buy nicer ones at Wal-Mart. I had my sheets changed every other day and spent time picking sand out of them. I didn't spend time on the beach. Please don't tell me they use the same washers/dryers for towels and sheets.
I was so disappointed this stay and was grateful I had an SPG50 award so was not paying full price. I recently had back surgery and spent alot of time in my room and this was not the place to spend it.
In our room, there were numerous places that it was obvious where they had used flat paint and then touched up large areas with glossy paint. The tile in the bathroom shower is cracked. It just isn't the same hotel we've stayed at before and it saddens me as the location is excellent. Please renovate the rooms and don't skimp when it comes to linens. I have never been so excited to get home to my bed as I was this time......
December 13, 2011
Rated 5 out of 5 by AlanW I Highly recommend this property!!!
From check-in up to and including check-out, every interaction we had with every member of the staff at this property was nothing short of outstanding. Very efficient/professional and very friendly & personable.
I believe the true measures of a hotel/resort property and how well they are doing is, 1. Would I stay there again and 2. Would I recommend the property to family & friends? The answers are 1. absolutely and 2. Absolutely!
May 10, 2014
Rated 5 out of 5 by Sophie514 Beautiful 7 Mile Beach
Amazing Westin Resort- Beautiful 7 mile beach!
June 15, 2014
Rated 5 out of 5 by polarhq The ONLY place to stay when visiting Grand Cayman!
The recent changes at the hotel have really improved the entire resort overall. Extensive choices now in the coffee shop and gift store seems larger and more welcoming due to the changes. All public areas well groomed and comfortable. Rooms/bedding were great as always and the beach is the best in the world in my opinion. Staff has just the right amount of "home feeling" vs. other hotels which over do it (saying hello every 5 feet) or those with no feelings at all. Again, this is the place to stay when visiting Cayman!
January 6, 2014
Rated 4 out of 5 by AdamJK Great location
The Westin Grand Cayman occupies a stunning stretch of sand along Seven Mile Beach. The hotel is nice, though crowded (we stood in line 20 minutes waiting to check in.) The staff are friendly and helpful, and the Sunday brunch is excellent.
June 10, 2014
Rated 1 out of 5 by MaxD NOT HAPPY CUSTOMER
I stayed for 4 nights/5days. 1st night, room flooded with water, 2nd night a/c not working properly, 3rd night my bed was broken & I have sleeping on an angle. I have changed two rooms and was very unhappy, not satified and not please with the service was provided. Front desk was not complimentary or compensate me for 3 miserable days/nights out of my 4 days stay with you. I want a refund or credit for my next stay at any other locations. Unsatisfied and not happy customer.
April 25, 2014
Rated 5 out of 5 by horselover8 best on seven mile beach
The Westin in Gran Cayman is the utimate of warm , friendly, and beautiful resort, with a very accomodation staff, and I would highly recommend it
June 11, 2014
Rated 5 out of 5 by Rpruner BEST COMPANY TRIP EVER!
Just got back from a trip from the Westin Grand Cayman. Took my company there and WOW! what a great time we had. Everything went flawless. Everyone who came loved the place, the setting, the staff and the rooms. A big thanks to Breanne Garner & Ruwi for taking such good care of us.
If you are planning a trip I would definitely put this resort on your short list - in fact will be the only resort on our list in the future.
Thanks to everyone for such a great trip.
November 4, 2013
Rated 5 out of 5 by ml222 This is a lovely hotel - as close to perfect as you can get.
This hotel is special to me. I have been here 5 times prior to Katrina. The memories are wonderful - wish it was that time again! I have been to your hotel since the rennovation. Although I didn't stay at the hotel, I walked through and think the Westin in Grand Cayman is still lovely. The lobby, the pool is perfect and so relaxing. The pool bar is great and a nice place to wind down after a long day in the sun/beach.
I like this hotel because it is not too large. It isn't a hassle to run back to your room and get something. The workout room has some nice equipment and easy to grab a quick thorough workout. The hotel next door is great - but it is much larger and more spread out and it is not as cozy as the Westin. The location of this hotel is fabulous. This is the best part of 7 mile beach.
I hope to be back soon.
March 10, 2013
Rated 4 out of 5 by Steelerfan45 Outstanding service!
I have been platinum for 8 years and have a high standard on service. This hotel was excellent!
There was a gentleman by the name of Neals (hope I spelled it right) and a young lady Felicia who works the pool area that were a ten!
Neals works very hard and I would love to steal him away.... You are very lucky to have him. Felicia made my trip with her energy, smile and personality!
Hotel is getting renovated soon which will nearly make the experience perfect.
May 10, 2012
Rated 2 out of 5 by Lagrange Disappointed in staff
I liked the location of this hotel but the staff was very unfriendly and very rude. I had two issues that were not handled well. The manager was getting complaints from other guests and they were having discussions in the lobby for everyone to hear and not in her office. I did not get the rooms I requested, this was my son's 30th birthday trip and he got a room with no balcony and a parking lot view. I also saw on the internet that a SPG member gets free breakfast but that was not honored. I was told it was only for high level members but this was not specified on the website. The only person who was nice was my massage therapist. The hotel itself was ok but very disappointed in the staff.
March 10, 2014
Rated 5 out of 5 by Kathleen60 Our experience here was memorable
Our daughter's wedding was held here. The wedding planner went over and above expectations!
Our stay at the Weston was very nice.
All employee's are helpful and knowledgeable.
We will be back!
May 5, 2014
Rated 2 out of 5 by Actuar73 Serious Wifi Problems
Everyday I found myself severely frustrated by the inability to connect to the internet. Tried both cellphones and the laptop. My conference was at another hotel and it made sense on occasion for me to walk there and sit in one of their waiting areas to connect. The best any Westin staff member could offer was "I'll ask my manager."
Also, leaky bath tub did not stop dripping during the 5 days we were there.
And the room was not ready until 4:30 even though check-in was at 3. Really inconvenient when you're there on business - I had a meeting at 5. Staff acts like it's no big deal and just keeps urging you to take a swim.
December 7, 2013
Rated 5 out of 5 by AlexG Relaxing time at Westin Cayman Islands
My wife and i traveled to Cayman end of January. Westin is in the middle of the 7 mile beach. Great location - hotel is approximately 10-15 min cab from the airport/ downtown and is on the nicer side of the 7 mile beach. Hotel staff is extremely friendly and passionate about their jobs. Concierge service is exceptional - all of the recommendations were spot on. Hotel's breakfast has a nice variety of super foods to full course buffet. The beach is clean with plenty of loungers and several cabanas. The water is crystal clear and not very choppy. Food prices at the restaurants and at the swim up bar are reasonable. There is always an option of going to mini-mart across the street. Ton of restaurants within a walking distance. Car rental is available on site as well. The only negative experience we had was at the spa... my wife had a massage for 160 USD...she was extremely disappointed by the service. Overall, great place for a couple or family gateway.
January 24, 2014
Rated 3 out of 5 by noname1000 Nice hotel but nothing special
We had a nice stay at The Westin. The rooms were comfortable (though it was odd that there was no dressing table and our toilet was also broken). The facilities were as expected of a hotel on Grand Cayman. The best feature is that it is on a nice part of Seven Mile Beach.
What let the hotel down was the check-in staff. They were quite frankly, very unfriendly ,curt and rude. Even when it was apparent that they had mucked up our check in (and the person next to us!) there was no hint of apology. There wasn't even a greeting when one went up to the check in desk. This was the same for our departure when we checked out. I am also sad to say, that this was also the same at the restaurant where we had Sunday brunch.
My advise - train your staff to have manners.
April 10, 2014
Rated 4 out of 5 by Steve Too noisy, and more umbrellas
We have stayed at your property 5 or 6 times. It would have been nice to be warned that construction of the small wedding canopy would be going on during our stay. It was very noisy, and definitely hampered our ability to relax. Unfortunately, most of the fixed umbrellas are on that end of the beach, thus hard to escape the noise. MORE FIXED UMBRELLAS ARE A MUST!!!!!
May 29, 2013
Rated 5 out of 5 by jruth51 Returrning to Gracd Cayman
It has been twelve years last time I was in the Caymans . My stay at the Westin could not have been more delightful !
May 2, 2014
Rated 4 out of 5 by Gauss This hotel needs improvement
Two bad experiences and disapointing ammenities:
1. Bathtub paint was pealing and the hanger for clothes was missing.
2. My room was cleaned after 5:00 pm (no privacy requested) even though I told the cleaning lady.
3. The "excercise room" is certainly not up to standard for a Westin Resort.
May 29, 2013
Rated 1 out of 5 by Tony65 NEVER AGAIN!
Having stayed at many Westin Hotels in the past I must say that my stay at the Grand Caymans was less than favorable. Registration seemed to take a very long time and NO help was offered to get our Luggage up to our room. Since we were a day late in arriving ( No fault of this Facility) due to Airline overbooking flights we couldn't wait for a Hot Shower and a change of clothes. The shower occurred, the HOT part was not meant to be, of course no mention of this at the time of Check In. We find out a hour after our cold Shower that this had been an issue for at least 2 days! A heads up would have been appreciated, it wasn't like they didn't know! We were here on a business trip with 65 rooms booked by our company, we opted to stay a few extra days, Thank Goodness it only ended up being only 1 extra Day, I would not have wanted to had to pay for any more than that! We had one morning the entire trip to sleep in and you can only imagine my extreme disappointment when I received a wake up call @ 6:00A.M. on that 1 morning! The room itself was average at best! I contacted the front desk on both of these instances and to my surprise it took 2 days for anyone to get back to me! This is NOT the type of service I expect from a Hotel of this caliber, I can only assume that they feel their location can make up for their service. The beach was 1st Class, however receiving service was a rarity. It will be a Cold Day and probably a COLD Shower before I would recommend or stay here again. I've been told I would receive 6,000 points for being a SPG Preferred Customer, I haven't seen this nor do I expect too! WHAT WOULD I DO WITH THEM ANY WAY! This has left a very bad taste in my mouth and I can't imagine staying in any Westin for quite some time if this the way a SPG is treated I would rather not be one!
February 23, 2014
Rated 5 out of 5 by SP10 Awesome Hotel!
We are never disappointed with Westin properties. I want to give special thanks to front desk manager, Jessica. She made our stay on the island so worth it. we wanted to extend our stay so when we checked in the 1st night and requested the 2 additional nights was told nothing was available and after the back and forth with front desk (i know it was their busy time) i requested to speak with the manager and thank god i did. Manager Jessica was so pleasant and helpful, within minutes she came back to us with great news and a big smile that we have the room, i gave her a big hug.. Jessica, keep up a great work and see you again , most likely in November! thanks for accommodating us!
March 27, 2013
Rated 3 out of 5 by CraigandHope Not to the usual Westin standards
The location is great, and beach beautiful and super clean. Room decor so-so. Slow running drains in the bathroom sink and tub. Also, the sheets and pillow were very old and not to the usual Westin standard. Hotel staff (especially on beach) very pleasant and eager to please. Pool was crowded with lots of kids.
April 21, 2014
Rated 3 out of 5 by debontheroad Not a 5 star resort
Great location and wonderful beach, but does not have the "feel" of a Westin. With a few exceptions, the staff overall could not have cared less about making me feel welcome or tending to my needs. The physical plant was moderately run down as well. I would give this a 3 star rating in a 5 star locale. Get with it, Westin!! Of note, I never saw a manager (and was there for 5 days!) or was greeted by my name.
December 14, 2011
Rated 2 out of 5 by mjk439 Needs improvement
The first room we had smelled like mildew, had no water pressure, and the tub did not drain properly. The room was not cleaned until 4:30pm every day. When we were able to switch rooms after the third night the room was not ready when we were told it would be ready and we arrived to a dirty room with all our luggage. The service for breakfast and dinner was also extremely slow. The positive side is the pool and beach are gorgeous, however; many times there was no staff available to help with chairs and towel set up.
March 19, 2014
Rated 1 out of 5 by UnhappyCustomer888 Dirty Bathtubs and Horrible Front Desk Service
HORRIBLE!!!!We were expecting a very modern, clean, excellent customer service, and high end hotel before arrival since the room rate was $300 USD a night. In reality, the hotel was outdated, old furniture, dirty tub (black stains, mold, and not just our room, but other people's room as well), clogged toilet, and leaking pipe which flooded the bathroom (in one of our friend’s room). front desk employees were not the friendliest people. We had to wait 2 and half hours to get into our room since it was not ready yet. In fact, the first day of our stay, very loud music was playing right next to our room due to an event, large traffic of people walking by our hotel room. The doors and windows to the garen area had really bad noise cancelation. Our hotel room was on the 1st floor by the garden. A man actually walked by my window and tried to look inside of my room. I felt very unsafe because the door could easily be opened from the outside. I complained to the front desk agent and explained to them about the situation. This was their response:
Me: “My fiance and I were trying to take a nap in the evening but the music is so loud that we can’t rest. Also there are a lot of people walking by our room and made us feel very uncomfortable and disturbed.”
FD Agent: (instead of apologizing) “You should expect it since you are staying in a hotel. Hotels have events all of time”
Me: “Could you try to move us to another room? Put yourself in my shoe if you are coming here for a vacation and all you hear is loud music and people talking and walking by your room”
FD Agent: “Again, like I said, you should expect this. I would expect to hear loud music if I stay in a hotel. There is nothing I can do. This is completely normal”
Me: “I feel really unsafe since a man walked towards our room and tried to look inside of our room. What if I am changing?”
FD Agent: “well, there is nothing I can do. I will need to ask my manager, but he/she is not available. I will leave you a message in your phone when I could get a hold of my manager”
At this point, we were so fed up with the answer the FD agent gave us. No apologies, the responses were extremely rude and disrespectful. Also, the way the FD agent looked at us was mean and vicious and made us feel like they were just trying to get rid of us. We checked our message on our phone the evening, but did not hear anything. We were so busy with a wedding event we attended that we just gave up with switching the room.
We requested for 1 king size bed, but we got 2 double size beds. The double size beds were smaller than the double bed size in the USA. My fiancé and I are both pretty slim, but had to sleep in separate beds because it was too small for the both of us.
This is unacceptable and will NEVER stay in this hotel again!!!
The only PLUS side of the hotel is the concierge service and the bell desk. They were very friendly and helpful.
May 30, 2014
Rated 3 out of 5 by DCPaul Fantastic location compensates for other deficiencies
Let's get the positives out of the way first: the location is amazing. You're on Seven Mile Beach in the Cayman Islands, how could it not be? Even so, the beach at the Westin is one of the nicer stretches in the whole of the side of the island. The sand is great, the water is warm and clear and there's good snorkeling only 200yd off the beach.
The rest of the resort, however, could use some improvement. The facility feels dated when walking down the halls. You will have a resort charge when you check in that you will probably not expect. The towel hut was completely out of towels (and for that matter, anyone staffing it) by 4 PM when it's ostensibly open until 7. Check-in and check-out took far too long. Per the guide in the room, I tried applying Starpoints to the famous Sunday brunch (which is PHENOMENAL, but you don't have to stay at the Westin to go there), and this one request lengthened our check-out procedure from what should have been 2 minutes to 25; by the time we finally got word it was applied we had to rush out to catch our return flight. They still advertise a Run Concierge service which organizes runs along the beach a few times a week. It sounds like a phenomenal service, but it's discontinued and you won't know it until you ask about it (the promo material still mentions it, as do some travel guides). Well, maybe you don't want to run on the beach but want to work out in the Exercise Room instead? Good luck -- very small and cramped and ZERO ventilation. If you can do more than a couple miles on the treadmill in the conditions, you're a rock star.
Expect everything to be expensive, but this is not a phenomenon unique to the Westin; given the 20% import tax and the pegging of the CI$ at 80% of the USD you'll spend more money than you anticipate.
Bottom line: This was a fantastic place to stay on a three-night resort award. It's idyllically beautiful, accessible to most everything on the western side of the island and a comfortable stay. I'd be far more critical had I been paying a full (or even half) rate. Probably not deserving of a category 5 and could use some improvements but if you've got the points and want a Caribbean destination, you could do far worse.
December 15, 2011
Rated 5 out of 5 by Ryan11 Beautiful hotel with very friendly staff
Just got back from a quick get away with the girlfriend - amazing four days! Hotel was beautiful (doesn't hurt that it is right on a crystal clear blue water beach and pool). Service was fantastic - Hadi and Sandra - thanks for making the weekend special! Had an amazing view from our balcony of the ocean and sunset each night! Definitely plan to be back - and for much longer than four days...thanks guys for an unforgettable experience!
Some quick notes:
Rooms were clean and on-par with the category. Really friendly cleaning people. Balcony is great if you are facing the ocean. Pool was nice when you wanted some shade from the beach and lit up cool colors at night to add to the overall atmosphere. Didn't have issues getting chairs during the day (maybe not a busy week), and certainly didn't have issues getting a frozen drink delivered whenever needed - the servers really work hard and non-stop! Food was decent, but seemed a bit overpriced - $9 hotdog - guess this goes with the theme of cost on the island. We ended up eating out every night anyway - some amazing places on the island. Gym was new and gets the job done, but not going to blow your mind away in terms of options. Cool to have an action group on the resort (Red Sail) for excursions, snorkeling, etc., however truth is there is a place across the street that will have more reasonable prices for some options. Leave it to you to discover. Although... very nice of Red Sail to offer free 30 minute stand up paddle boarding in the morning and they are very friendly.
Thanks again, Sandra and Hadi. Great trip and looking forward to seeing you again in the future!
November 10, 2013