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 4 out of 5 by eva0825 love this hotel...except...........
I stay at this property twice a year and actually own a time share here as well. I love coming back because of the warm and friendly staff. My only complaint is that the non smoking rule is not enforced. Our hotel stay was in bldg 10 which is beach front. We enjoyed early evenings on our balcony (first floor) and every night our neighors would sit outside and smoke. We are not smokers and did not appreciate this at all.
April 20, 2012
Rated 4 out of 5 by billy111 Great Resort But........
The male at guest services in the lobby did not know anything about the island.This was our 2nd trip there so we knew what was going on.He was just trying to get everyone to do the timeshare review.He told us beaches where closed,it was going to rain so we should just stay at the resort.Lies lies lies.
Skip guest services in the lobby you are better off.
Beautiful resort and the rest of the staff was great.
April 17, 2012
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 4 out of 5 by TomG Beautiful Resort
My family enjoyed a week in St. John. The grounds were well manicured, the pool and beach were great, and the room was wonderful. We were in an SPG room(2200 block), it was great. Thanks to the staff for making our spring break very memorable. We will be returning soon.
April 10, 2012
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 3 out of 5 by Kqquinton Please remodel!
Love the island and would return year after year if Starwood would drop some cash and remodel the very outdated and worn hotel guest rooms!
We want to return but are forced to make another choice as we don't want to re-expierience substandard room conditions.
April 8, 2012
Rated 3 out of 5 by Kent43 Good not Great
This hotel is showing it's age and has a few areas it could work on. I booked using points in August and requested a room with a balcony in buildings 11-16 based on traveler reviews. We were put in Building 20 in the only room without a balcony, but after about an hour of effort they switched us on the second night to building 21 with a balcony. These two buildings are the most dated of the entire resort, or so we heard. It was clean and comfortable enough but had a musty smell and decor circa 1980.
- Some of the staff - Terri at the concierge desk, CJ and Chelsea at the Kids Club, all of the cleaners, gardeners and half the front desk staff were outstanding.
- Activities for kids are very good
-Pool is great
-Dated rooms that need a serious update
-Service at the beach cafe and pool cafe was spotty...slow, as expected throughout this region, but some extremely unfriendly staff
-Taxi drivers were generally awful with two exceptions (the two female drivers we had were great)
Overall, it was a great vacation but a focus on upgrading the rooms (or at the very least, accomodating early bookers), and an overhaul of the service to make it more consistent would turn this into an annual trip for us.
Next time I would rent a car in St Thomas and book a villa.
April 3, 2012
Rated 5 out of 5 by Charles37 Great Place
This was out fourth stay in St John's and we continue to love it. My only complaint is that the staff fails to enforce the non smoking through out the propertty
April 1, 2012
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 1 out of 5 by Marylander Beware of real-estate sales pitch
The Westin St. John has some pluses. The rooms are decent, the staff is almost without exception friendly and obliging, the pool is big (and towels plentiful), and we had a great day trip with a swell crew to the "caves and baths" in the British Virgin Islands.
But it's very pricey. It's very noisy (including nonstop "rock" or Muzak around the pool). There's very little to do when it rains (which happened throughout our visit). The beach is mediocre (though if you drive, of course, St. John has multiple lovely beaches). And housekeeping, though competent, is infrequent. (Just once during our week.)
Our biggest issue this visit (which was our second--and LAST) was severe mistreatment in connection with Starwood's relentless effort to get you to buy a "time share" in one of their "Bay Vista" units. (Yes, you can see the bay from a few of these.) Whether one would WANT such a thing depends, of course, on your view of time shares in general; whether you're happy with a unit that has spacious (tho dim) bathrooms but scant play-space for kids; whether you want to cook for yourself (there's no real oven); and whether you welcome a long trek up a steep hill from the only available parking. (This we found to be a major hassle when burdened with groceries, snorkeling gear, etc. There are roaming golf-carts but they're almost never at the parking lot when you want one, especially in the rain!)
During our first visit, we had agreed to return via a "deal" that Starwood calls the "Explorer package" whereby they give you a discounted rate on a potential time-share unit so that you can test-drive it, so to speak, in return for listening to another of their high-pressure sales pitches. Moreover, if you're a married couple, both must attend that pitch or they instantly cancel the "deal" part and retroactively charge the (very high) "rack rate" for your unit. As it turned out, my wife had to go to China to speak at a medical conference during our week in St. John and I made the grievous error of telling the truth--at a cost of thousands of $$. (Had I fibbed and said we were recently divorced, or she had died, or that my adult daughter was my wife, we would have saved a bundle.) Never mind that we've been good Starwood customers over the years with "SPG" status. This may well be the end of our relationship with that company--and certainly the last time we succumb to their time-share marketing!
March 28, 2012
Rated 4 out of 5 by Maddie31 Not Up to Par
We have visited this resort many times and are owners in Bay Vista. That in itself says how much we love the Westin St. John. However, this year we had numerous issues -- all with Housekeeping (not the Maid service). We arrived on the 5:30 ferry and were shown to our loft. We had asked for a queen air mattress and extra bedding long before our arrival. It wasn't in the room so we called Housekeeping. There were no sheets on one of the pullouts and the other pullout had dirty sheets - sand and hair visible. When we got back from dinner there was still no clean linen. After several phone calls we went to the desk at 10:30 p.m. requesting linens. That finally did the trick but after a long day of travel this was certainly not up to our expectations and was very disappointing. We never did get the air mattress. We moved to another unit after a couple days and again found Housekeeping to be unresponsive.
The rest of the resort was wonderful. The Beach Cafe and Snorkles food and service were great, especially Timmica, Cynthia and Shirley! They do a fantastic job and are so friendly. Also, the shuttle service was greatly improved this year! Very prompt and seldom had to wait more than a minute or two.
Overall we still love to vacation here but improved communication is definitely necessary.
March 14, 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 2 out of 5 by BeachTraveler Worst Westin Property
I travel weekly for work and this is by far the worst Westin I have ever stayed at. The light in the bathroom was out, the lamps were missing the on/off handle, cockroaches in the room, staff didn't put ironing board away, had to ask the concierge 3 times for ferry schedule and finally had to call the actual ferry company because the hotel was incorrect. We rented the car and the lady in the car rental place was miserable and flat out rude. St. John is a beautiful island and I usually love Westin so this was a complete disappointment, especially because of the price you pay to stay there.
March 6, 2012
Rated 2 out of 5 by Cosmo3 Not a 5 star resort
Rooms well below 5 star standards
Balcony moldy, small and dark
Cracked tiles in bath. Dated
Chaise lounges dated and dirty
Room not cleaned til 5:00pm
Over Priced for product- felt like a timeshare/dormitory. Room was labeled ocean front delux but very dark and depressing room
March 3, 2012
Rated 3 out of 5 by SvoOwnersNJ Although Forewarned, Disappointing Property
Hopefully you’ll find our review helpful…. About a month before going on our family's winter break vacation, I finally read many of the recent reviews about the Westin St. John Resort & Villas and was somewhat surprised about some of them. I wish I had looked into them earlier when I was booking our trip months earlier, we probably would have booked elsewhere. Unfortunately, the property met our *much lower* expectations.
First let me point out that we are SVO owners at Cancun, Maui, and Kauai. We have a good frame of reference on what a Westin resort should be. To that end, the Villas were relatively new and up to the Westin standards. But other than the “Prime” restaurant (the upscale on-site restaurant), most other things were not to Westin standards. We unfortunately could not get into the Villas during our scheduled week (Presidents Day week) and booked a “deluxe” 2-bed, pool/patio view room. The rooms are showing there age are not well maintained. We had mold growing in several areas of our bathroom and cobwebs on our ceiling. The back patio door handle was almost falling off (when we reported it, they sent an engineer to simply tighten the two Phillips head screws to fix it). On the 4th day of our stay, the in-room refrigerator broke and spoiled the food we had it in (it actually got hot inside).
If our disappointment was limited to just the hotel room then our stay would probably have been more positive… it wasn’t. It seems that about half of the staff do not have a positive attitude. For certain, some were great. Unfortunately, many seemed not to care and were inattentive (beyond blaming it due to them being on “island time”). Food service at the main restaurant was consistently slow from arrival to departure. Our last breakfast was totally “comp’ed” due to a total breakdown of service. Forty-five minutes after we were arrived, simply breakfast food was served to my wife and two daughters. Drinks were delivered about at the 30-minute mark to them. I opted for the standard $26 Westin breakfast buffet – it was up to the usual standard. When the rest of my family’s food arrived, the waitress commented that I could get my buffet meal. I informed her that I had already finished a while ago but was *never* received my coffee and no longer wanted it (we were checking out and had to catch the ferry back to St. Thomas). I asked for the check. She seemed very surprised. Unexpectedly, she came back a couple of minutes later to say that we did not have to pay for the meal at all. I suppose a gracious gesture for the horrible service. The last comment about the main restaurant is a rather limited, boring food selection. In contrast, the “Prime” restaurant was fantastic and highly recommended by us if you still stay at this property.
On a separate note, as expected, the Kid’s club staff was excellent with our kids and kept them wanting to return (great news for our future visits to other Westin properties).
To sum it up, we didn’t have a "bad" time but I’m *very* glad I read the reviews from others warning us about this property – my expectations were tempered greatly. Unfortunately, the Westin St. John Resort & Villas simply does not meet the standards of the other Westin properties we own or have been to. We do not plan to return any time soon and do not recommend it to others – there are better choices within the SPG network (much less competing resorts).
March 1, 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 1 out of 5 by DRPS This hotel is disorganised
Having previously enjoyed a stay at this resort we were disappointed by our recent visit.
February 21, 2012
Rated 3 out of 5 by KMTMN The value just is not there.
The room was not thoroughly cleaned upon arrival...bugs in kitchen, silverware and dishes were dirty, as well as shower in mstbed. Not enough closet space, could not hang standard hanger in guest room. Room was a long way from pool and lodgenet was out 1/3 of our stay.
Spa facility was substandard, yoga cancelled twice, despite 8am start, no prior notice and we were charged $45 per day? Tried to attend SuperBowl party, too many people, not enough seats/tables and $18 per plate for hamburgers and hot dogs?
This is suppose to be top resort, fell well short. We will not return, nor recommend and we are Starwood Owners!
February 19, 2012
Rated 2 out of 5 by spg22 Unfortunate
Very dirty room. A dead cockroach in the bathroom, mold in the floor and shower tiles, dirty floors. We reported it to no avail. The wait staff at the pool bar treated us like we were a bother. The resort restaurant was closed for repairs - something no one told us (not even the website) when we booked. Free watersports sparsely available so we could never use. Straw that broke the camel's back - finding bloody tissue in nightstand on day we were leaving. Room had clearly not been cleaned. We expected more.
February 13, 2012
Rated 5 out of 5 by Pipersheridan Relax and Restore is Right !
This Westin Property is beautiful, and the staff was wonderful. The transition from the airport, to the ferry and then on to the property was so smooth. I loved not having to stand on line at a front desk ! I barely realized that we actually checked in at the airport, and we were just handed welcome drinks and our key cards and scooped off to our room in a golf cart by our bellman.
January 31, 2012
Rated 2 out of 5 by MIL2012 Our Westin Time !!
My wife and I stayed for 5 nights. The room was nice and the beachfront location was fabulous! We did have air conditioning problems the entire time.
Maintenance came by
three times to fix it, but did not correct the problem (would start up and roar like a Mack truck for 10-20 seconds and shut off again). This would wake us up continuously during the night.
We did not like the food, breakfast or dinner at the Beach Cafe. We felt the quality of the food served was very average. The servers were not very personable, especially for the breakfasts! We would end up being very frustrated by our breakfast experiences and that is no way to start the day on a lovely, tropical island!
Also, we've never been to a resort that would offer the same exact choices for every breakfast! No variety!
We did not try to the Cruz Bay Prime, so we can't comment on that facility.
We did not feel that the service and food choices were exceptional for a
$500.00 a night room.
There's more to a great resort than location and that's all they have. They need to work on the food and the serving staff; all other employees were great !!!!
January 30, 2012
Rated 3 out of 5 by rihokie37 Great Location, Nice Amenities, but Needs work to Be a True Starwood Level Property
As a return guest of this hotel, I enjoyed the location and many of the ammenities at this Westin. Unfortunately, the service of the staff, primarily the front desk staff, was not up to standards. We experieced many delays in check in, several errors with our room, and a generally unpleasant attitude from many staff members we interacted. The hotel also had continued issues with wi-fi and other expected services. On a positive note, the staff at the 2 outdoor restaurant/bars were wonderful, and the house-keeping staff was pleasant when we interacted with them. I would recommend this resort based on location alone, but would be very hesitant to endorse the customer service, especially to another Starwood member. I don't feel that this property embraces the typical Starwood experience.
January 30, 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 1 out of 5 by snaggles Horrible Honeymoon Experience...
I would like to start by staying that as a SPG Platinum member for 3-4 years, this is my first bad experience.
I chose this destination for my honeymoon after endless reviews online and searching around for other options. I also liked that fact that as a SPG Platinum member, I ALWAYS am upgraded and have first-class treatment. I used points for the first five nights of my trip and paid out of pocket for the next two nights all in a King bed, garden view room. The SPG Platinum agent stated that it should be a problem getting upgraded (based on availability at the time) and I called the hotel two days prior and they also said I should be upgraded. Upton my arrival at the hotel, I was told that an upgrade was not available ant to try back the next day. This went on for the next couple days until I realized that it was not going to happen. If I wasn’t assured an upgrade, I would have just purchased a villa or suite to hopefully have an enjoyable honeymoon. Look, I understand the terms and conditions but no one went out of the way for us during our stay for ANYTHING.
Besides the above, here is the laundry list of items wrong with the room we stayed in the “22” group of rooms:
-Toilet didn't work, called to have service done on it. Had to call again to ask when he was coming. Finally came and when custodian left it still ran the same way.
- Too many golf carts on the grounds
-Was charged a $40 a day “Resort Charge” fee that was not stated anywhere when I purchased the room. When asked about this, I was told that this was for the “courtesy transportation onsite, fitness center, WI-FI” and other things that are outrageous especially for a Platinum member.
-Mold in closet
-Dead bugs/fleas in light fixtures in bathroom
-Called for fresh bath towels to be delivered had to call about them twice before they brought them and once they did it was over an hour from the first time we called -We were offered beer and pretzels and cheese and wine upon our arrival at check-in... They never delivered it and we had to call to ask about it on a daily basis (don’t offer things if you can’t remember!)
-We were also offered $10 per day at the Mango Cafe and were told the $10 would automatically be taken off from our room bill per day - this was not the case we had to call twice to have them remove it.
- Room was unpleasant to stay in - not "five star" quality.
-We could hear both neighbors on either side of us, one through the joining door the other through the vent in the bathroom.
-We were told we would get two bottles of water per day for being platinum members, this service was only provided on 2-3 of the seven total nights stayed, one time we called and asked for the delivery another couple days we never got the water.
Overall, I would give our entire stay one of five stars and that is only because of the location. The grounds were great and the people were nice, but there is a LOT of room for improvement at this hotel. For the entire trip, I did not feel like a SPG Platinum member and am second guessing my decision to choose a Starwood property as my honeymoon destination.
January 26, 2012
Rated 4 out of 5 by philly In need of a facelift
the property, location and staff are excellent. The buildings fall short of Westin expectation. We hope westin spends the $$ to update this lovely property because St. john is a gem! We enjoyed our stay and do recommend the hotel to others.
January 26, 2012
Rated 3 out of 5 by devguy What spa?
So let me start by saying that often times while on vacation, my wife and I will take an entire day as a "spa day." when we booked this trip, I spoke with Matt (spa manager) and booked a spa package for both myself and my wife. We booked a three hour package that with tip totaled almost $900. Matt informed me that prior to, and after our treatments we would have use of the "facility" for the day. I figured as with most high end spa's that there would be the expected amenities available.
When we arrived to the spa, we discovered the spa was located in the back hallway of the workout room. There are three treatment rooms, and literally a closet where nails and feet are done. You walk into a locker room that is reminiscent of a 1980's high school locker room. There is a toiled and a bench with lockers. No amenities to be found. While our actual treatments were okay, the facility was not remotely up to par.
The rooms have the signature Heavenly Bed, which is by far the best thing about the hotel, and they did not disappoint in this area. The bathroom is a seperate story. The caulking was coming off of the tub, there was mold on the shower head and the grout, and the fixtures were coming off from the wall. The bathroom was so unacceptable I took photo's and sent them to Starwood.
January 26, 2012
Rated 5 out of 5 by Maggie1 Excellent facility...but watch out for race carts
Very nice facility and location. Beach & pool excellent. My main comment is the onrush of carts along the "walkways"...you are constantly having to get out of their way, all the time. And they seem to be getting bigger - now they are beginning to have All Terrain Vehicles as carts. They should at least try electric carts so the noise would be more bearable.
January 19, 2012
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 5 out of 5 by Jon50 Wonderful Place To Stay
My family of four went on an after Christmas vacation and had a great time here. Our hillside villa was very comfortable and spacious. The pools were great and we never had any trouble finding a chair. The only downside to the trip were the "no-see-ums". These are tiny bugs that bit us all over our bodies. Must carry bug spray at all times. Other than that we would definitely recommend this Westin.
January 10, 2012