Rated 1 out of 5 by mere1974 NOT UP TO WESTINS STANDARDS!!!
This is by far the worst Westin I have ever stayed at. The staff are RUDE! The wait staff & SLOW! The rooms were NOT UPDATED considering I was told the hotel had just had a renovation. My fridge had a wire sticking out on the inside! The dresser door was falling off! Sometimes the room wasn't even cleaned til after 5pm! The bathroom floor & entry was NEVER cleaned/swept. When I did call to complain nothing was ever done! The fridge did get replaced, but it was a struggle. I m just sooo disappointed this was supposed to be a nice family vacation & it was anything, but. Being a travel agent I will certainly make sure I dont book this resort for any clients
October 29, 2014
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 1 out of 5 by 1NOMOWESTINSTJOHN GO RIGHT TO CANEEL BAY
THIS WAS THE WORST WESTIN STAY I HAVE EVER EXPERIENCED. SO, NO MAIN LOBBY, NO RESTAURANT OPTIONS. SO YOU WOULD THINK , THE TAXI TO TOWN TO GET SOMETHING TO EAT WOULD BE ON THE WESTIN? BAD MARKETING! TAXIS GALORE, EMPTY.. NO. AT THE POOL AT 5 OCLOCK, POOL BOY COMES AROUND AND TELLS ME , TIME IS UP ON THE RAFT, HE HAS TO GO HOME. THE BAR STAFF WAS UNPLEASANT, ANGRY OVER WORKED WOMEN, THE ONLY POSITIVE EXPERIENCE I HAD WAS SHARON AT THE COFFEE SHOP.YOU EVEN HAD TO PAY TO PLAY BINGO AT THE POOL!! OUT OF TOUCH ON TNE ISLAND, I HAVE NO PROBLEM SPENDING MONEY, JUST DONT LIKE BLATANT STEALING. WILL NOT BE BACK . PERHAPS YOU SHOULD HAVE CLOSED WHEN UNDER CONSTRUCTION, INSTEAD OF ANNOYING YOUR GUESTS .
September 20, 2014
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 3 out of 5 by Kim111111111 Not up to Westin service standards
We just returned from a wonderful vacation in St. John, the first time my husband and I have been there. We decided to stay at the Westin because we have used Westin restorts in many other places including Costa Rica where we were extremely happy with our stay. We were aware going into our vacation that there were still some renovations taking place, so that was not an issue. The island itself is absolutely beautiful and there are cabs readily available to take you wherever you want to go for set prices.
We did run into a few issues including:
-Walls are paper thin
-very limited food choices
-staff never provided us the sheet with free drinks and coupons for restaurants downtown, only learned about it while checking out and overhearing someone checking in
The limited food choices were really only an issue on days were didn't feel like leaving the resort at night to go downtown and find dinner.
The staff is another story. The woman that served us lunch was very short with us, not friendly at all and I don't think I saw a smile from her during our stay here, again, not a big deal.
The woman that really made an impression on us was a lady that picked up our luggage at the end of our stay to load it onto the ferry. We were told by three separate staff members that we could leave our luggage inside our room, if we weren't comfortable leaving it outside to be picked up and we told them we would leave it inside. As we were boarding the ferry to leave, this woman comes speeding up to us and yelling at us for leaving our bag in our room and giving us a 5 minute lecture as to why we were wrong and were to blame for her having to go to our room twice. Well that was a lovely way to exit the resort. There is a serious communications and attitude issue with many of the staff members we came in contact with. We didn't let it spoil our vacation but made us think twice about booking with Westin again.
October 27, 2014
Rated 1 out of 5 by Stacey24 Below Average for Westin
From the moment of check-in this hotel went downhill. Previous occupants still had access to room when they should have been checked out. Bugs in the room crawling on surface after maid had just left. No toilet paper refilled all week. Breakfast was $80 for 2 meals and coffee. Pool bar closed at 6pm
October 29, 2014
Rated 1 out of 5 by AdeelMD Extremely disappointed...bad management
We are 3 days into our 4 day stay in a 2 bedroom villa and have had enough to write a bad review of the staff and facility. This is the first time I have given a bad review of Westin property, so I hope this tells you how strongly I must feel to do so.
First, it has been impossible to have a night of good sleep. Each night has been interrupted with a loud, screeching, unnerving sound of the fire alarm (at times to 25 minutes). Didn’t call the front desk the first night, but on the second night, I complained to the front desk when it happened at 1:30am and could hear others calling in as their phones were ringing off the hook.
The alarm was for the entire building, not just a unit or two.
On the morning of the second day, I spoke with the manager on duty. I found it odd that the manager was not even aware of the alarms impacting 10-15 units and said that she would reach out to security to find out what is going on. A few hours later, I did hear back from security and learned that there was an issue in an alarm of one of the units in the section we are staying and it would be repaired that day. No call from the manager to follow-up.
Well…..third night in, it happened again!!!! Things fail, things break, and I have a lot of patience to handle it. What I can’t handle is the callous nature of the staff and especially the management.
Interaction with the on-property staff was fairly disappointing. From that we decided to spend minimal time on the resort itself. Only good service we noticed was Neil and another gentleman who drove people to/from the villas. Both had a smile always and were always asking if they could help.
Property condition - I know the property is going through renovations and they are well overdue. I am surprised that the conditions had to get this bad before a renovation started. I am not going to elaborate on that as others have already posted their comments. The only thing I would recommend is bring your slippers to wear everywhere in the unit…especially the showers.
This property does not earn the name of a Westin. When Westin does something about the way this property is managed, I’ll then consider a future stay. Plan to be back in the area in a few months and also next year, but certainly won’t stay here nor recommend it.
November 3, 2014
Rated 1 out of 5 by Natalie37 Very Disappointed
We have stayed many times at the Westin in St John and have always enjoied it. Last year we really noticed that the rooms had major wear and tear and smelled of mold. This year we thought we would try again and request one of the renovated rooms. Our renovated room was gross and not what I would consider a Westin standard. The cement walls are painted so many times there is thick sticky shinny paint in terrible colors. The renovated tile is lathered with grout right up to the paint and the corners are filled with dirt and grime. I am disappointed again.
We checked in and were expecting with Gold status that we could have an early check in, that was not granted (traveling with an infant that was hard) then the ground floor accommodation we expected from our reservation was not granted either. Then we called the staff three times to let them know or disappointment and nothing was done to rectify the situation. They did offer to move us the second morning but were not being very realistic considering we traveled with two children.
Basically was glad to get out of the hotel.
Grounds looked nice and the staff aside from the front desk and management were friendly.
Over all very upsetting.
Hotel upkeep terrible.
October 26, 2011