Rated 2 out of 5 by Michael Disappointed
- aesthetics of the hotel are great
- all food and beverage staff (Arrelis and Isa in particular) were fantastic.
- Wake up call requested and never received.
- Spa appointments were made, we went to check in they said they had no record of the appointment (after confirming the day before.
- Rooms were not cleaned fully or timely. Manager said they were short-staffed for the amount of guests.
- Concierge staff contradicted each other.. one said they would book bio bay tour for us, the next day a different concierge said they don't do that.
February 19, 2013
Rated 3 out of 5 by happyclouds Could Use Some Organization
I had a pleasant experience at the W, yet I definitely expected more sharpness from a hotel with so much prestige. The facilities were lovely and the room was nice, yet around the grounds things seemed un-organized. Upon arrival at 4 to 4:15 (check-in time), we were sent to the pool to wait for our room for another hour. Check-in time is at 4, and that is unacceptable. There were never any towels available the two times we relaxed by the pool, and even at breakfast they scrambled and took quite some time to finally come over and sit us down (they didn't seem to bothered about it, either). Drinks by the pool felt like they were cranked out in a production line; they tasted like pure, bottled sour mix (for a hotel with as much quirk and flare, the house drinks should be representative of their corporate image). On the other hand, one of the hotel's employees was amazingly helpful, friendly, and sharp with us. He recommended the best beach that has now become my favorite, he sent us to a lovely restaurant, and was always willing to have a chat with us to help us out. We wanted to recognize him for his excellence. Thank you for considering our concerns.
February 19, 2013
Rated 2 out of 5 by David Great Escape
Spent a beautiful long weekend at the W in Vieques, which is located on a gorgeous stretch of beach. However, the level of service did no live up to the W brand - while good, it was not very attentive, as one would have come to expect from the W and the SPG brand. For example, the house keeping left a lot to be desired, and the staff didn't show a very strong commitment.
February 18, 2013
Rated 5 out of 5 by Mantiquilla10 MOST RELAXING W EXPERIENCE
We traveled to the W Vieques for a last minute girl getaway with my daughter (she's 15) during her winter break (Feb). It took pretty much the whole day (though travel time from JFK was south of 4 hours, including a 24-minute flight on a 9-seater CapeAir plane), but it was so worth it. Unlike most W properties, the W Vieques has a "no shoes, nor shirt, no problem" attitude which, along with being far enough away from the maddening crowd, handily coaxes the zen back to weary city folks in need of a break.
It's a beautiful place with a surfer chic vibe and a staff that's helpful and friendly. Typical of W properties that are generous with shared spaces, the W Vieques has plenty of room to hang out and play, plus two beaches to choose from. The food was surprisingly great-- steaks, burgers and salads done just right, but had a little local flavor to them, and I had to go back for the chef's version of eggs Benedict and maple banana French toast. It's great for if you don't want to drive the 10-15 minutes to the towns of Esperanza or Isabela. Among our favorite hotel features: (1) the outdoor fire pit on somewhat chilly nights, (2) stylish "beanbag' chairs around the lobby for napping, (3) a gorgeous pool area that was large enough to accommodate a winter break crowd without feeling like we were on top of each other, and (4) surprise/random visits from the island's "wild" horses right outside our room.
Special thanks to Ricky in Reception and Jesus at the pool who were helpful, knowledgable and eager to help out.
Our only suggestions for the property would be (1) please, more heat in the pool in February, (2) add more light to room (a couple of uplights would be great), (3) more hooks to hang towels and personal paraphernalia in the bathroom, and (4) more thorough sand removal from the couch by maid service.
All in, a fun and relaxing experience we wouldn't mind coming back to.
February 18, 2013
Rated 4 out of 5 by viky2013 good place to relax
the hotel is a no children place... its good to relax, food needs to improve a little specially on the menu, the waiters needs training rush!!! but overall i a had a nice time!!! and alos needs a jacuzii... rush!!!
February 14, 2013
Rated 2 out of 5 by Marty The Hotel has unsatisfactory service
There was no chest of drawers to atore clothes . The pool was not heated. There were no floats. We had to request shampoo, conditioner, moisturizer and towels several times during our stay. The service was not up to Starwood's standards.
February 14, 2013
Rated 5 out of 5 by wmgravytrain Relaxing trip
Overall the W in Vieques met my expectations. We were upgraded upon arrival and the Living Room/Great House views were exceptional. The room was well-appointed and comfortable. Service at the pool was prompt and friendly, as was the service at the other dining options. Cocktails at the Living Room were excellent. The Spa and Fitness Center were good, but not the best I have used. Black Beard's sporting store (that provides snorkeling gear and kayaks), as well as the Island Car Rental location, are a perfect complement to the resort. Having them on the same compound makes anything you could want to do on Vieques convenient. I highly recommend bio-bay and snorkeling tours with them, as well as renting a car to check out all the beaches Vieques has to offer.
An excellent stay that kept me occupied just enough to leave the rest of the world behind.
February 13, 2013
Rated 5 out of 5 by mwc13 Millie
We enjoyed our stay at the W Vieques.
It was beautiful and our every request was met.
The service could not have been better.
Our only complaints were that the room was very cold and when we turned off the AC for some reason it kept kicking back on and we also needed a bit more light.in the evening. When we called we got an immediate response.
There was a wedding the first evening we were there and a wonderful Steele Band was playing in the living room where we just chilled and enjoyed the lovely surroundings.along with a delicious dinner. As my son coined "Chillaxing in the Caribbean."
The Vibe was young and hip yet there were plenty of opportunities and places for quiet contemplation...lots of fun activities, do not miss the bio bay or the horseback riding with Elizabeth. Wonderful stay Thank you!!
February 12, 2013
Rated 4 out of 5 by lcmmsc Spectacular views; resort shortcomings
The public areas of the retreat are lovely. For the high price, the guest rooms are poorly lit, not warm, and not well designed. The concrete like grey floors were not very clean. Generally, the service was mediocre, but as more guests came, the pool service became horrible. We noted a bit of an uprising by several different guests the day of departure - complaints about poor service. The place could be fantastic if you want to be in an isolated, chill spot, but SPG needs to train staff better. Even though not many guests, the Spa did not have anyone available to do a manicure.
February 10, 2013
Rated 5 out of 5 by Raoul First trip to Vieques
My girlfriend and I chose Vieques and the W as our first getaway together as neither of us had ever been. We are both well traveled so expectations were very high…
From our arrival at the small island airport and its W lounge, we were greeted and treated exceptionally well by the W staff. Ricky, our Ambassador, was friendly, courteous & helpful and ultimately assisted with a room change that we desired (wasn’t needed – just our choice). Blaine at Wet was tremendous with his service but was truly friendly and a great help with suggestions, explaining some of the idiosyncrasies of Vieques and much more. W, you’ve got some great people in these two.
The W is certainly nice as you approach but it’s only after you walk through the lobby and step outside that you really can appreciate how beautiful the setting is, fully appreciate the property and get the whole vibe of the place.
The first night we shared chicken soft tacos and shrimp quesadillas at Sorce – both were great but we highly recommend the quesadillas as a great light dinner or lunch. We had them 4 times during our stay!
Our advice is not to go to Vieques without renting a Jeep (Island Car Rental at the W was convenient). Most of the beaches are in undeveloped, protected areas and they are some of the most pristine beaches I’ve seen anywhere. Getting out and seeing the island, visiting Esparanza, Isabel II and the all the “wildlife” areas, seeing the roaming horses and getting a feel for the whole place shouldn’t be missed. This is a VERY laid back place with very nice people, a good bit of poverty but a wonderful culture to it.
Black Beard Sports on property will lend you snorkel gear for “free” (part of your $60/day resort fee) and we recommend renting a chairs for the beaches from them as well. Don’t get me wrong, the beaches at the W are great but can’t compete with others on the island…
Try Sol’s food truck for an amazing lunch near some of the best beaches (yes, a truck!), El Quenepo and, best of all, Next Course where we ate twice for really great meals. I’d call the last two for reservations to be safe.
The W Spa did a wonderful job with a couples massage in a room overlooking the ocean which has a wall of doors that we requested be opened during. There’s nothing like a great massage while listening to the ocean!
Also, do the Bio Bay tour if you haven’t seen one before. Choose a kayak tour if possible and, if you have a Jeep, you can meet the tour operator near the bay. Otherwise, you’ll spend too much time on the back & forth, etc. It’s truly amazing but you only need an hour on the water and another hour to put in and wind up – more than that is unnecessary. There are only a handful of these in the world and it is amazing to see.
February 3, 2013
Rated 5 out of 5 by Herbert13 A new meaning to OMG!
The property was gorgeous. Was treated like royalty.
January 28, 2013
Rated 5 out of 5 by ksc322 Very Relaxing
We had a great time at this resort. We loved that you could rent a car on site to explore. Everything was great with the exception of 2 things. We worked with the concierge to book some dinner reservations and for the bio bay tours. It took forever. There was a line of people and only one staff member. We waited about 45 mins in order to make sure we could get things booked. They need two people there or at least someone from check-out that can come help when there are so many people waiting. The other thing was that you can't get food after 10pm on the island. We did the bio bay tour and thought we would be able to order from the hotel bar when we got back at 1030 but they said they could only do room service. The room service late night menu only had about 6 things on it and they were out of 3. These are small complaints. We loved everything else about the place.
January 28, 2013
Rated 4 out of 5 by Pochy This hotel is excellent Location
Excellent Location because is near PR and is far from violence and stress where I can go and relax.
January 26, 2013
Rated 4 out of 5 by Lissy Rooms
Illumination in rooms was too poor.
January 25, 2013
Rated 5 out of 5 by SIRNYC Relaxing Plush Paradise
A perfect getaway to unwind. The hotel offers everything to help recharge your batteries. Staff is friendly and helpful at all times.
January 22, 2013
Rated 5 out of 5 by Jack Love this place
Our 3rd stay in 2 years. It's like coming home...the staff is so friendly. The guests are fun, young and cool, old and hip. Straight, gay, everyone gets along. Beautiful resort, great food. Love the fire pit and how everyone socializes. Wonderful staff, great food...and even more amazing coffee!
January 22, 2013
Rated 4 out of 5 by ellen51 Quiet relaxing and chic
Beautiful W on undiscovered Vieques with all that you could need or want on a Caribbean vacation. Service is the only arena that needs a bit of help on this property,
January 17, 2013
Rated 5 out of 5 by Verified Reviewer Carribean jewel
Staff was very attentive and accomodating. Facility well cared for. Great location. Easy access from Puerto Rico and the airport in Vieques.
January 17, 2013
Rated 5 out of 5 by JackfromNYC Amazing property
This resort is fantastic. The facilities (room, dining, spa and gym); the outdoor pools and Wet bar as well as both beaches; the outdoor fire pit with s'mores at night; the friendly and attentive staff; and the ease of renting a car or getting beach chairs, directions, and tennis gear all combine to make this a great destination vacation.
January 14, 2013
Rated 5 out of 5 by apcatsbyjones unique property
The grounds and location on the beach is dramatic and relaxing at the same time.
January 13, 2013
Rated 5 out of 5 by Guido911 Unforgettable weekend
Went there to celebrate an intimate wedding ceremony with our two grown daughters. Ross was great - assisted with everything from scattering the rose petals to taking photos, to serving us our champagne. He made our dinner reservations, arranged for transportation, you name it. The staff was great at the pool, spa, the bar and the living room. Very accomodating. Housekeeping did a fabulous job.
January 10, 2013
Rated 3 out of 5 by mvm3mvm3 Beautiful hotel with TERRIBLE service
I had been looking forward to this trip for months and the property did not disappoint. Beautiful beach views, fantastic facilities and the staff was super friendly.
However - the service sucked. Here are some of the many incidents:
- though I had an email confirmed upgrade they had no record of it and it took an hour for them to resolve it and get us a room
- the room cleaning service was terrible - we did the green thing but they changed our towels anyway - yet they did not clean the dirty dishes nor leave enough soap
- the internet did not work AT ALL our entire trip. I had to call them each day four times a day and finally on our last day they admitted it was broken
- the spa treatment was fine but there was no sauna nor steam room nor real locker room - i expected more from a resort
- I had to call multiple times to get the horse dumpings cleaned out from our porch and to get anything else done
- on New Years Eve they decided to close the ourdoor bar at 11pm despite the numerous people who chose to drink there instead of inside the loud dancefloor inside
- we had asked for a taxi to one of the beaches a day before and was assured it would be no problem - then when we called the next day there were none
All in all, I loved the property but the service was so bad I may not return. If this is how they treat Platinum I am reluctant to recommend this place to anyone else. The manager refunded some fees and points but honestly i gave them multiple times to make things better since I was on the phone with them at least 4 times a day.
January 6, 2013
Rated 2 out of 5 by WorstService Horrrible Staff in a Beautiful Setting
I will never get back a week of my life that I wasted at the W Vieques!
The staff at this hotel is without question the worst I have encountered in my 300+ Starwood nights over the past two years. Two days into the trip and I was on line searching for somewhere else to stay on the island. Yes, I would rather have spent money than stay for free on my points, but there really were no other viable options on Vieques.
The restaurant and pool staff were moderatly acceptable, but the front desk staff and "ambassdors" and an embarassment to the W brand. The culmination of the disappointment was when the front desk lied to me about being able to change rooms. I think Starwood was is looking to attract people to a beautiful island by flying the W flag - but they need to rethink that decision in the spirit of truth in advertising.
January 6, 2013
Rated 2 out of 5 by WorstService Inexcusable Staff in a Beautiful Setting
I will never get back a week of my life that I wasted at the W Vieques!
The staff at this hotel is without question the worst I have encountered in my 300+ Starwood nights over the past two years. Two days into the trip and I was on line looking to book another hotel. Yes, I would rather have spent money than stay for free on my points, but there really were no other viable options on Vieques. The restaurant and pool staff were moderatly acceptable, but the front desk staff and "ambassdors" and an embarassment to the W brand. The culmination of the disappointment was when the front desk lied to me about being able to change rooms.
I think Starwood was is looking to attract people to a beautiful island by flying the W flag - but they need to rethink that decision in the spirit of truth in advertising. The staff here would not even be worthy of a Four Points designation.
January 3, 2013
Rated 4 out of 5 by Oregano Vieques
The resort was beautiful, clean and fun. The staff were incredibly personable, friendly and helpful--going above and beyond to provide an amazing stay for us. My only issue was that we ate at the restaurant three times and twice they messed up the order grossly (only ten things on menu so should be too complicated to get the entrees correct). However, food was very good and worth tasting.
December 28, 2012
Rated 5 out of 5 by SBCLT Amazing service - - Paradise Edge Dinner Experience is a MUST!!!
The service is amazing throughout the resort. The amenities, staff & resort environment foster relaxation and restfulness. We celebrated 18 years of marriage seaside at sunset with the Paradise Edge Dinner Experience where Jillian made the evening extra-special with impeccable service, bright smile & witty conversation. The chef prepared chocolate-dipped strawberries to accompany a great bottle of wine for our room after dinner. Thanks to all!!!
December 20, 2012
Rated 5 out of 5 by AL1YYZ AWESOME!!!!!!!!!
If you looked at Trip Advisor you may have considered not going to W Vieques as we did However-what we found last weekend Dec.14-17 was a pleasant surprise.
The property is beautiful- 2 fantastic beaches.2 great pools.
The restaurant is excellent- great food and great service.And I am an SPG Platinum and travel around the world and am very picky. The restaurant staff were wonderful. Jillian at breakfast and Javal for dinner were friendly, efficient, professional and exceeded our expectations.
All of the staff were helpful for both hotel and island advice. This W is ahidden gem for a Caribbean holiday.
December 19, 2012
Rated 4 out of 5 by MimiHouston Awesome experience
Loved the property and the overall experience. The property was lovely, secluded and quiet, which was exactly what we expected. Only complaint was that transportation was not provided to/from the ferry and no remuneration offered for those not experiencing the lavish welcome bestowed upon those arriving by air.
December 18, 2012
Rated 5 out of 5 by vieques Great view, beautiful scenery
I loved my stay in W Vieques. I woke up with the sound of waves in my Spectacular Ocean View Oasis in the morning, and went to sleep with the sound of waves as a lullaby. The scenery was beautiful in the resort - very careful design of landscape; great use of color and design in the living room. It was a small resort, but offered private and romantic experience for a couple - comfy chairs and hammock spread in the living room (public lounge) and throughout the resort. The social couch area around a fire pit was also a nice touch. I also loved kayaking in biobay.
Only few disappointing experiences... There was no jacuzzi and the pool was not heated.. The water in the pool was quite chilly (despite its perfect 85 degree weather), so uncomfortable to swim inside.
We also required to have in-room sleepers a couple of times. The front desk promised to bring them, yet they never actually did it.
Food and beverage were just ok for the price. We had breakfast, lunch, and dinner in the resort during our stay. We loved the view from the restaurant, though.
December 17, 2012
Rated 3 out of 5 by B903 Recommended with reservations...Don't expect any standard service
This was my second trip to the hotel and I go back for the location. I had a great stay my first time down despite the very mediocre food. The concierge in 2011, Hiram, was phenomenal and he made up for what the Front Desk and management lacked in attention to detail in 2011. This year the I had to go back to the front desk to let them know they had my reservation wrong, there was absolutely NO recognition of status and NO effort to do anything near what one would expect as general service:
1) In the 5 days of my stay, I had to call 3 different days to get my room cleaned (this was after 3pm each day)
2) I had to ask twice to get my towels changed because it was forgotten
3) They NEVER restocked water
4) Food remains mediocre. It is not bad but it is not so good that it merits the prices charged
Honestly, it feels as if management is more worried about their financials and ops budget than providing service to their guest. They rely on the fact that they have a wonderful, beautiful, peaceful location and that they have an amazingly friendly service staff in the bars and restaurants and by the pool.
Kudos still to Hiram for welcoming me back this year. He really represents what one expects from a W RETREAT and spa...too bad that Management hasn't pick up his zeal for service!
December 14, 2012