Rated 2 out of 5 by Em96 Terrible Customer Service
The rooms and food were adequate. However, unlike the many other Westin properties we have visited, the customer service here, particularly in reservations and at the front desk was atrocious. We were extremely dismayed and disappointed, to say the least.
As an aside, the resort is located on the windward/ocean side of the island. Winds and rough Atlantic seas preclude any swimming or other water activities. I would recommend staying on the Caribbean Sea side if this is of interest to you. The alternative is an expensive cab ride ( $80.00 round trip) to get there.
I would recommend finding a different Westin property to visit. This one does not live up to the Westin Resorts reputation by any means.
February 21, 2014
Rated 1 out of 5 by TS2014 TERRIBLE Customer Service
On Thursday, March 6, 2014, My boyfriend and I arrived at the Westin Saint Maarten excited to start our trip for what was supposed to be a romantic getaway. We requested an Ocean view room and were ready to get to our hotel after a long flight.
When we arrived at the hotel, we were told by the front desk clerk that ocean view was not available and that the only room available was a first floor Resort View room. We asked if she could check for another room as that is not what we were expecting or told we would receive. She agreed to check and called the manager.
The manager asked that we have a seat as they checked other rooms. After about 20 minutes, the manager,David, came over to us in a very hostile manner(hands on his hips and all) telling us that no other rooms were available and "what we see is what we get". He then accused my boyfriend of cursing at him, though he did not, and quickly apologized when he realized he had "misheard" him.
Immediately, we decided that we were not comfortable staying there- the room issue could have been quickly resolved, but the manner in which he spoke to us was unacceptable. We told David that we no longer wanted to stay at the Westin and we would like to be refunded our money to which he quickly refused. We then asked to use the phone so we could call American Express and book another hotel-refund or no refund. After American Express heard what was taking place on other side of the phone, they quickly called and spoke to David. Whatever they said to him must have infuriated him because he appeared from the back office mad as ever.
As we were waiting to receive our confirmation number from Amex for our new hotel, David came over and told us that we needed to get off the phone because we were "running up the phone bill.", calling the need to use the phone for so long "ridiculous".
As a frequent visitor of the Westin, I was mortified and humiliated- I have never been spoken to or treated in such a manner by any establishment, especially one I was paying for. Amex requested to speak to David for a second time, this time from our end. We handed the phone to David, and after he had finished speaking to amex, quickly tried to hang up the phone, knowing we hadn't finished or gotten our confirmation number. When I asked him why he would do that knowing we weren't finished, he again said that we were running up "his" phone bill. I let him know very quickly that I would be letting SPG know about his service and practices. Thankfully we left and stayed at a far better property.
This hotel is located in a beautiful area, appears to be extremely clean, and even has a nice ambiance, but the customer service is absolutely disgusting. I don't ever plan to visit this hotel, and would not advise anyone else to while he is still employed at this property.
March 10, 2014
Rated 1 out of 5 by Scott3031 Horrible mold filled $1000 condo
Room 4304 stunk of mold. The mold was so bad that is was on the matting of the picture frame. The condition of the property as a whole isn't much better with rust on many of the doors. I have pictures that I will be posting on all the major travel sites. I asked for a housekeeping manager to come to the room but no one showed. Beautiful view, Terrible Room!
January 31, 2014
Rated 3 out of 5 by Becky Good and Bad
The Dawn Beach Resort and Spa is a great resort on one hand, but disappointing on the other. We stayed in a "three" bedroom Westin Suite. The third bedroom was a sofa bed and took up the whole room when pulled out to make the bed. The suite itself was nice. The icemaker in the freezer didn't work and the freezer didn't freeze so every day we had to go get ice in the hotel. A kitchen cabinet door fell off its hinges. Anything metal (light fixtures, towel racks, etc) were rusted. There were no activities, no welcome party, no happy hour - NEVER have experienced that before.
December 22, 2011
Rated 2 out of 5 by Goldenjet To be forthright the facility looks tired and is in need of remodeling.
The beach front is well maintained and staff were out each morning cleaning and raking the area. The pool is good condition and kept very clean.
If you are not going to this resort on an all-inclusive package be wary for they nickel and dime you for everything. In the morning the buffet breakfast was $22 per person regardless of what you wanted. If you did not have access to an automobile you were basically at the hotels mercy. Each morning I was charged for a cup of coffee when you would think it would be complimentary.
My family stayed on the first floor and we were very disappointed with conditions of the hotel. The carpet outside our room was terribly stained, pulled, and shoddy. Along with the carpet looking bad the ice machine on our floor was not operational and it was obvious that it had not been for a long time. Finally, and most distributing, was wild life inside the hotel. Lizards are one thing but roaches are something completely different. One morning in a heavily travel area outside our room a brown roach sat for at least three hours. What made matters worse was that I observed staff from the hotel walking right past the bug and basically did nothing about it until I mentioned it. Needless to say we checked every parcel of clothing and suit case for uninvited guest prior to packing up and leaving the resort.
April 29, 2012
Rated 3 out of 5 by 2bad4me CASINO? + hotel
POINT 1: The first thing that strikes guests is the misplaced casino dominating the entry to this hotel. It's a fairly nice hotel and in my opinion, the casino is a huge detractor. It seems to me that a lot of prime real estate is wasted on this under-utilized casino endeavor.
POINT 2: Be careful making a reservation here if there is any chance your plans may change. We planned to stay 6-nights but had to leave after staying only three nights. The hotel still charged for the FULL reservation; not just a one-night penalty for an early departure (as is customary); again, "billed for the full reservation".
POINT 3: Perhaps indigenous to the island and not just this hotel, but don't expect normal 'customer service'. It seems that everyone employed by the hotel seemed to be having a bad day, the only exception was the lady working the concierge desk, she was awesome. If you want any service, be prepared to ask for it; serious! If you don't speak up, the wait staff will just ignore you.
POINT 4: This hotel is located as far from the airport as you can possibly get. It's as if someone set a prison on a beach. There is not much nearby, so expect to utilize commercial transportation if you want to escape being a resort hostage.
POINT 5: We reserved an "ocean view" but were given a "resort view". A "resort view" evidently involves looking at the air drying laundry in the neighboring slum; no water, no beach, not even a courtyard in view, this is what a "resort view" means.
Read "POINT 2". My credit card had already been charged for a 6-night stay, two months in advance. The "ocean view" was substituted for a "resort view" at check-in. The hotel had my money, did not deliver the room reservation I made, and charged me for 6-nights when we only stayed for 3-nights.
As a frequent business traveler (240 nights/year), I would NOT stay here again. Therefore, I certainly CANNOT recommend it for others. This experience was very sour, I doubt I'll be inclined to explore any other Starwood branded properties.
March 3, 2014
Rated 4 out of 5 by Christop49 Honeymoon Bliss!!
This review is past due, but I had to clear some time to make sure i wrote it. My wife and I were married last October and were thrown as to where to spend our honeymoon. We are members of Starwood Preferred Guest Program, but participate in American Express Fine Hotels Program as well. While we started our search for destinations with Amex Fine Hotels, we quickly realized that given our busy schedules, budget, and time available to take a honeymoon, along with a desire to go somewhere that neither of us had been before, Starwood, and specifically Westin, would give us both the level of service and amenities, as well as the value that we were trying to obtain. One thing was for sure. We wanted to be on a white sandy beach with clear blue water, good dining options, and have the ability to disconnect from the real world when desired, while still being able to watch cartoons and news if desired. After much assistance from Starwood's vacation counselors, as well as the blessings of AAA and Amex travel advisers, we set our sites clearly on the Westin Dawn Beach. Although the property is not listed on American Express Fine Hotels list, which has served us well to this day, it did receive good reviews from those counselors and friends that told us they had stayed there. Well, they did not disappoint. The first positive for me was their concierge, Joseph. I am accustomed to calling a property ahead of my stay and pre-arranging dinner and activity reservations. Joseph put so much time and effort into helping us create a itinerary, LISTENING to our preferences, offing suggestions, and proving exemplary, professional customer service. By the time I actually arrived at the property, I thought that we had already known each other for some time! He was awesome and as a business owner, We all wish we had more "Joseph's"! Upon arrival in St. Marteen, we rented a jeep from a local provider, which ended up being surprisingly good. I am a Hertz Gold guy, so i suppose my expectations are high and was expecting a let down, but they were courteous, the vehicle was late model and in pretty good condition, save for a few small scratches and a hole or two in the seat fabric. But for a convertible, it was acceptable. after a educational drive from the airport, we finally happened upon the property. We were a little complacent when we first arrived, since the entrance to the property kind of jumps up on you and is basically just a nice Westin sign, some nice landscaping and a view of the parking garage. but once we pulled up in front of the front doors, we were a little more at ease, as it was much more opulent. We met Joseph immediately upon arrival and he was very cordial and happy to finally meet us. he escorted us to the from desk, where Marla took over. She was equally as friendly, caring and professional. We had informed Joseph prior to our arrival that not only was it our honeymoon, but that we had just lost our main business location to 4' of water in hurricane Sandy, and that this was our one chance to not think about it. They must have spoken to management and pulled some strings in light of our situation, because there was a big surprise in store for us. Marla informed us that our room wasn't ready, but that we could go have a cocktail by the ocean bar and they would let us know when we were ready. Upon my request, they did show us a cute little room on the second floor that could be ready immediately, but we weren't crazy about the particular view and location, so they said "no worries" and we proceeded to the pool for a welcome rum punch (which we were very welcome to have!). Finally, about 45 minutes later, we were informed that our room was ready. Well, our room was not just a room, but a beautiful suite tucked away on the ocean-side right hand corner of the property. When we arrived at the front DOORS (yes, DOORS, not door) of the room, we were both really excited. It was a positively wonderful room with a secluded patio and wonderful views of the ocean from both patios! AND they had a nice cold bottle of French Champagne and chocolate covered strawberries waiting for us! What thoughtfulness this staff exudes! Everyone was wonderful and gracious hosts during our week there. Sabrina was very helpful, as was Virgini at the pool bar, Rodney the black jack dealer, the Italian matre D and chef in the fine dining restaurant (sorry paisanos, i can recall names), the pool attendants, everyone. The Spa was wonderful as well, although facilities really needs to keep up in there, as the same light bulbs were out and toilet out of order on both my visits there. it appears as if the property did get a face lift since some of the earlier reviews that I read prior to my arrival. The carpets were new, and they were redoing the facade while we were there, without interruption to our stay i might add. The GM Daniel Beddor and regional director Dan Szydlowski should be commended for have such a wonderful group of ladies and gentleman working for them. The property is nice, but the staff is what made it special. The island was fun yet relaxing and the food on the french side is way off the hook. Our favorite restaurant was Le Tastevin (just had to mention their name, they were just that good), which Joseph recommended highly. We will most certainly be back to this property!! Job well done guys!
February 28, 2014
Rated 5 out of 5 by HappyTraveler Wonderful Stay!
We stayed at The Westin Dawn Beach for a week in Feb 2013 & it was beautiful! We have traveled many places and stayed at wonderful hotels (all 4 or 5 star) and this was one of our favorites.
The beach was very large with plenty of chairs, cabanas were available for rent, & the pool was beautiful. The rooms were very nice, large bathroom with large glass shower & separate tub. We were upgraded to an Ocean Front room & sat on the patio at night listening to the ocean & looking up at the stars. The Casino was fun. We played Blackjack and I learned to play Craps. Sometimes it was pretty empty, but on 3 of the nights there was a little crowd around those tables. (My husband is animated when he plays Craps & sometimes draws the crowd) :) The food was good, yes the breakfast buffet was pricey - but aren't all at vacation spots? You can order from a menu for a cheaper price but one look at the buffet & it will be hard to pass up. We ate at both restaurants and the pool bar. I was happy that the pool bar had healthy options & not just the standard burgers. The most expensive restaurant (only open at night) was not much better than the one that is open all day. So my advice is, save your money.
We rented a car, & after much research, paid for full coverage insurance. That put my mind at ease, but luckily we had no incidents. We were happy to have the car & ventured out 3 days. We shopped on Front Street & rented Segways (fun). But our most favorite outing, Sunset Beach! Watching the planes come in (most planes come in between 2 & 3:30).
We had a couples massage, mine was great but husband said his was "ok." Another girl in the locker room said it was the best massage she ever had. So, as with most things, it's kinda luck of the draw on the massage therapist. I worked out in the gym, it had free weights and about 5 or 6 cardio machines, towels, water, yoga mat, etc. I was happy with it - the goal was to work off the extra calories from all the fruity drinks. ;)
Our luggage arrived the next day. This is not uncommon - we learned!! So, pack 2 - 3 days worth of clothes in your carry-on. Luckily, I had a swimsuit, a dress, & a few other necessities in my carry on so it did not dampen my mood. Another couple was not so lucky. They had no bags for 2 days & had to spend a lot of money at the hotel gift shop for needed items.
I read all the reviews before I booked the trip & am very happy that people who loved the trip took time to write a review. I saw a few lizards outside but no animals inside, & certainly no roaches. Yes, when you drive up you see a concrete building. The beautiful side faces the water, just as most homes along the coast of the U.S.
We are already talking about returning! I hope that if you decide to go here, you have a wonderful time too! :)
March 4, 2013