Rated 4 out of 5 by RafKam Hard Product Great, Service Needs Improvement
First impressions here weren't great, as the check in procedure was just too "confused". I had my Your24 early check in approved, but Suite Night upgrade rejected. When we got there at 10:00AM, we were told that no, our room wasn't ready, but they were upgrading us to a suite. Thanks a lot, but would have been nice to let us know and I could have slept in in San Juan! The upgraded room, when we finally got it at 3:00PM, was beautiful, but the whole attitude marred the experience, especially considering I was impressed at the concierge getting in touch ahead of my stay, to advise of the dining options on the island, and activities...
Anyway, the suite was very nice, huge, with a sea view, and set away from the main pool area. Ask for this section if you don't have children as it's much more quiet. There was a lovely porch area with long chairs and hammock, with sea view where the wild horses would sometimes come by grazing.
Contrary to other reviewers, I actually liked the beaches here, it felt very quiet and private, and much better than the cut-throat scene at the pool, with people wrestling for chairs...
Two further mishaps marred our experience: we tried to have dinner at Sorcé, and the restaurant was about 1/3 full, when the hostess attempted to turn us down by saying they had a 13-people table coming and they wanted to ensure the best level of service for us, and therefore they couldn't accommodate us. Hello?? The restaurant would still have been half empty! We insisted, and when the party of 13 showed up, half of it was children, so its not even like they were serving champagne for everyone! I would be furious if I was the owner of this restaurant.
On another occasion, they did help us out by sending an "ambassador" to pick us up in the middle of the night after we were left stranded after a late bio bay tour, although they could have warned us ahead to let us know we'd have trouble finding taxis at this time.
In conclusion, this is probably the most beautiful W I've stayed at, but better attitude and a more proactive staff could really make a difference.
December 16, 2013
Rated 5 out of 5 by Anika512 WOW OCEAN FRONT RETREAT - the best suite ever
I completely fell in love with this hotel and this island. Everyone was so welcoming, it was the perfect getaway. I couldn't have asked for a nicer staff, from checking in at the front desk to my final interaction while being dropped off at the airport, first class service all the way.
December 9, 2013
Rated 4 out of 5 by sebnem Great but not a place for kids - Hotel should make this clear
I traveled quite a lot and have been in several beach properties, from Maldives to Greek islands to view is organized under several titles for easy reference:
W Hotel Service: their slogan is "whatever-whenever and it literally is. Service was great, staff was very friendly, they never say "no" to any request."
W hotel location: It is on the windy side of the island. The otehr side is much calmer. Having said that to have a breeze when you are drinking your coctatil by the pool/ or your balcony is nice.
W hotel food: food is mediocre. One would expect better food (especially where there is not many other place that you can find decent food outside the hotel) there are several reviews mentioning food is expensive but what do they expect when they are in an island. all teh costs are higher in an island (whether it is a Greek island or an island in South East Asia) The resoruces are scarce and transportation is costly so the food is on the expensive side.
W hotel wi-fi: yes it does not work properly but who needs internet in a place like heaven
W hotel design: It is very nice, relaxing, romantic place. You can relax in one of the big chairs with a spectacular ocean view. Very nice choice of colors, furniture, design.
W hotel - kids: It was a great place however do not go with kids. it is not a kids place at all. My son was bored to death. there is no single thing for kids, no water fountains, no kids pool, no playgorund, no single activity. W should note this in theri website. I also specifically called the hotel before I go to ask whether they have nanny services. they said yes. however when I arrived, they provided me a local newspaper with an advertisement of a nanny and told me to call. they do not even arrange the nanny becaue they do not want to take any liability. How can I leave my child to someone from an island that I do not know.
Big mistake to go with kids. Otherwise go with your special someone and you would have your best romantic time.
island: there are several public beaches on the opposite side of the island. Those beaches ara mazing, stunning. So natural, no development. It is like heaven. A must go. And do not forget to reserve your rental car before you go becaue you would need it.
December 2, 2013
Rated 3 out of 5 by DrRod Over Rated
I travel about 60 nights a year so I am not writing as a novice when it comes to destination locations and quality travel. The island and property is very nice. In my opinion, this is below "W quality" (or even Westin) in several categories.
1. I am still wondering what is included in the $60.00 per person resort fee… No steam-sauna, no dry-sauna, no jacuzzi… The health club is smaller then most corporate hotels… the pool is very nice but very small for the amount guest.
2. The most disappointing thing is the advertised "high-speed internet" I am serious when I tell you that, "I am downloading ONE page-a-minute, at best." I have tried three different devices, a new iPad, Mac-Air and iPhone. When I have called the front desk, they just refer me to some internet tech support, (Like I want to be on the phone with their foreign-tech support, trying to diagnose their internet deficiencies.
3. In addition, the food are very, very overpriced for the quality you receive. I believe the dining menu prices here are equal if not more expensive then any 4 hotel in Paris or Manhattan. I've just returned from spending 23 days in both these cities and did not pay more for a lunch or dinner.
The good news is, my wife and daughter are happy to be here and that is very important to me. Thank you W.
November 29, 2013
Rated 4 out of 5 by Lisabdj26 W Hotel amazing views, great staff and wonderful experience
Hotel was great (awesome location with amazing views). The staff were attentive and courteous. You definitely need a jeep while in town. Only complaints in regards to hotel are the cobblestone walkway (very uneven and a safety risk) and lack of restaurants (only one). It would also be nice if the spa had a steamroom and sauna added (with all day pass available to enjoy). Room and views are great. Pools are great. Horses roaming free are very cool.
November 24, 2013
Rated 4 out of 5 by gderbsnao1 Not entirely their fault
The room, facilities and staff were great. We lost water on the first day, then more repairs on the next and on our last our shower went out. For all the inconvenience we got one bottle of water and a free breakfast. they could have made more of an effort to make it up to the guests or warn us about early morning repairs.
November 23, 2013
Rated 5 out of 5 by jordan23 Great hotel!!
It is a great get away and the perfect place to enjoy a honeymoon or a special occasion with your significant one. The staff is very friendly, food was great, the surroundings and the view are breath taking.
November 22, 2013
Rated 4 out of 5 by nygmen080 Great Hotel - Average Service
The property is absolutely beautiful, and my Suite Night Award got me a great upgrade. Vieques is an amazing island, and the concierge was very helpful in providing recommendations. Overall, I would definitely recommend the hotel.
That being said, the overall service levels at the hotel definitely need improvement. The front desk did not acknowledge a credit that was supposed to be applied to my account (they should give you $15 dollars a day credit for the Resort Charge in accordance with corporate policy for being Platinum but are reluctant to do so), and then ignored my email inquiry. I ended up having to reach out to corporate service to get this issue taken care of. Throughout the stay, the breakfast and poolside service was often very slow, and orders were frequently messed up and forgotten. In addition, upon review of my final folio, I found extra charges that had to be removed. Finally, they credited far less Starpoints to my account than they should of at the completion of my stay, and I had to again reach out to corporate to get this issue resolved. Overall, these issues would not prevent me from returning to the hotel, as the experience overall was very enjoyable, however, it would be nice if some improvement was shown.
November 19, 2013
Rated 4 out of 5 by BMarti Beautiful hotel
Beautiful location and grounds.
November 14, 2013
Rated 5 out of 5 by amcr This hotel is wonderful if you want to relax and enjoy a beautiful setting.
Upon walking into the lobby you feel happy, you walk out of the lobby into breathtaking beauty!
November 12, 2013
Rated 5 out of 5 by neal1116 Mr
fantastic property, can't wait to revisit and spent more time
October 22, 2013
Rated 5 out of 5 by LaurenStewartTravelBug Amazing Stay
From the first glance at this hotel I realized it was going to be a memorable stay. Not only is the hotel beautiful but the scenery and sounds are exquisite. I would truly like to recognize David at the front desk as our stay wouldn't have been the same without him. His high energy laughs and smiles are enough to make the whole hotel light up. He is very knowledgeable and helped us pick out the best excursions on the island. Its a must to see David when you arrive. I also would like to thank Juan who took our bags to our room and we had the pleasure of seeing him at the airport before we left. Such a kind staff here at the W. I would stay here again in a heartbeat. Thank you guy for making our stay amazing!
October 22, 2013
Rated 4 out of 5 by Timfsmith Just excellent
My wife and I were celebrating our 20th wedding anniversary and the staff went out of their way to congratulate us and make us comfortable. Great suite upgrade. Loved the resort, lots of privacy but a fun atmosphere as well. Couldn't have been better. Thank you.
October 21, 2013
Rated 5 out of 5 Mrs O'Neill
The service of the staff is perfect. All personnel are kind, they have complete knowledge of what to do. Reliable, very nice and fast. The facilities are awesome, very clean, good taste, good amenities, great location.
September 20, 2013
Rated 1 out of 5 by dme1978 Honeymoon Disappointment
We went to the W in Viques with HUGE expectations, and we were left VERY disappointed by the W Hotel. We spent 6 nights at the hotel, and found that leaving the grounds of the hotel were more satisfactory than being around the rude staff. The maids to the room would do the bare minimum of a job cleaning the room(even though it is off season and nobody was staying at the hotel), it looked like they probably spent 10 min. in the room leaving trash everywhere, and then would take our spare room key that controlled the lights and electricity upon every visit. We complained about the service, but it took 3 complaints for them to finally stop taking our key. The electricity and water went out for the majority of one of the days we were staying, which left us trying to shower in a bathtub with gallons of water we had to go buy from the store. We were charged for things in the mini bar, to which we did not use. The Wi-Fi did not work in our room, to which I called about and never received a call in return, and then we get hit with a $65.00 a day for the use of the non-working WiFi, and the amenities that we never even thought about using on our trip. I was rather outraged when I saw $400 worth of charges on my bill for things that were never used, and I think it is ridiculous for a hotel as nice as the W to charge for these kind of things. Overall, it would be hard for me to recommend the W to anyone. I was planning on getting a room there for my wife's birthday at the Austin W, but I might have to spend a day with the accounting department trying to figure out ridiculous charges on my bill. Also, the luminescent bay is supposed to be one of the most beautiful things to see on the island, yet what they don't tell you is when there is a lot of moonlight, you really cant see much of anything. We spent $107 on a 35 min. kayak trip to mostly have our guide tell us about where to go eat on the island as we sat bored wondering why we spent so much money on a trip when they know you can't see anything on nights with a mostly full moon. All 8 people who went on the trip from the hotel were very disappointed that we were taken out on this trip and not told to go another night when you could see something. I could probably keep going, but it is just going to make me even more angry about out trip. The only positive was the bed, that was it.
September 16, 2013
Rated 1 out of 5 by gregorio2001 Terrible Service
The site of this hotel is beautiful, and there were a handful of staff that were kind and helpful - the positives end there. The vast majority of the staff were rude or incompetent. Lost lunch orders, double charging us for rooms and not refunding the money, serious attitude from staff when we complained about issues. Honestly, my favorite day of my stay here was when we rented a car and left the property for the entire day - so I didn't have to deal with anyone. I would NEVER recommend anyone stay here. Fancy resort prices with terrible service.
September 13, 2013
Rated 4 out of 5 by epstudio is beautifull
I find it very expensive for the type of hotel it is. I think it is very cute and has great potential. Deverian you got more offers for the tourist to visit
September 11, 2013
Rated 5 out of 5 by AliNYC Unforgettable
Plain and simple everything I've come to expect from the W! The staff amazing. Room and view amazing. Me and my wife had the best time. The staff especially Dave, Myra and Christian helped make my vow renewal happen even when forces of nature were fighting us. We will never forget this trip. Food was great! If u are looking to relax and enjoy beautiful pristine beaches go to W Vieques ASAP
September 9, 2013
Rated 3 out of 5 by Samah126 Muddy all over and dirty
Restaurant food is not made by a chef like you state i asked for a filet medium they gave ot well done, for the $210 bill i expect a little bit more.
It was rainy and they didint clean the premises and i slipped in the mud.
September 9, 2013
Rated 4 out of 5 by Norma39 This Hotel has great services
The Employee were serviceable and helpful with the guest.
I think, the hotels rates was too expensive even that we have a good stay ;-)
September 7, 2013
Rated 5 out of 5 by Tatumok Nirvana
This hotel has the friendliest, most service oriented staff. I treated them with smiles and they gave back with enthusiasm. This island is beautiful. The beaches are some of the best I've ever been. The roads are as if the Navy are still bombing (they are not) so you have to have a jeep if you want to beach-hop. We rented from the hotel. Be sure and check the Internet rate and mention it. We didn't use the hotel scuba company, Blackbeards, to dive because they only had beginner divers but I understand they are very good.
The W has a wonderful hotel pool. The bar service was very good. There was happy hour from 4:30 - 5:30 with half price mojitos, rum punch, and discounted Medallas (local beer) and sangria. They offer a free daily drink from 6:00-6:30. Yes the drinks and food are expensive but considering this is a somewhat remote island their costs are higher than being on the mainland.
We had a prime ocean front room that was huge. The decor is typical W decor. All greys. We had a huge shower and a large tin bathtub we didn't use because it looked uncomfortable.
The breakfasts in Sorce were very good and the dinners were merely OK. The food in nearby Esperanza were outstanding.
We were happy with this property and would love to go back.
September 1, 2013
Rated 4 out of 5 by flatraveler2 Rest & Relaxation
If you want to relax, this is your place. The view from our room balcony was to die for. The facilities were great. The beach, not so much. If you want beach, go explore Vieques since the beach at the resort is not good other than to catch sun.
My biggest gripe was the price of everything. I know you have to make money but goodness!
August 30, 2013
Rated 3 out of 5 by DannyP Not great food and rude service
For the standard W food selection and service this hotel does not meet them. The food at Sorcé was not excellent and the bar food refrigerated hamburgers for $15. The bar waiters (Robert and Ronnie) were beyond rude. Closing the bar 5 min earlier of the advertised time. Bar food menu not had great vareity. The property and rooms were great and entrance clerk were service oriented. Also, were requested late check out and was offered a $150 charge for 3hrs when the hotel was empty for the afternoon.
August 26, 2013
Rated 2 out of 5 by jsdh Not quite up to standards
I booked the W expecting to be blown away, but most of the stay was a disappointment. It met the basics of a beach resort hotel, but did not live up to 4 or 5 star standards. During our 3 night stay a large wedding party owned the property with almost all of their functions being held in the pool area rendering it unusable for other guests. The housekeeping was atrocious for a high scale resort and there was not much of an SPG platinum benefit. They are very clear that there is no early check in and no late check outs allowed (in fact on check out day our phone randomly rang once every 30 minutes starting at 8am, hint hint). The room upgrade was the bare minimum. There was also a touch of attitude we experienced throughout the stay, that mixed with the obnoxious crowd left a bad taste in our mouths...too bad, I really wanted to love it. On the positive side we had one great dinner experience and absolutely loved the island. My advise is to get out on the island and spend as little time at the W as possible.
August 19, 2013
Rated 4 out of 5 by igetaround any early deficiencies have been corrected
I started reading reviews 2 years ago in planning our trip. I wanted to spend wisely and have a great trip as a family. Some reviews weren't so great and left me scratching my head ("really? at a W? that doesn't sound right!") We stayed 2 rooms 7/31-8/7/13 and had a blast. Yes, it's a resort--there are daily fees (we used the kayaks once) and cheeseburgers/fish tacos are $15-25...menus are on the website. Get past that and realize you're paying for the view and the experience. The W lounge at VQS is GREAT (help yourself to the DonQ) for arrivals/departures. Juan at the lounge, Ronnie at the WET bar, and Abigail at the W Cafe were beyond words in making us feel welcome and at home.
August 16, 2013
Rated 5 out of 5 by Papa55 Awesome Place
First time at this hotel, blew away expectations, I am not easy to please, ask my wife. Grounds are amazing, can't wait to go back. Great experience from the lounge bar awaiting at airport to great transfers.
August 16, 2013
Rated 5 out of 5 by millie845 This hotel has excellent facilities and services
If you are looking for a paradise for your vacation, this is the place to go. Vieques is a a paradise and W's facilities and service are the best.
August 14, 2013
Rated 5 out of 5 by Vieques07 Perfect for relaxation.
One of the best hotel I ever stayed. Loved the room, breakfast, the pool, the employees, everything.
August 12, 2013
Rated 4 out of 5 by Glick Whatever;Whenever, except if it is inconvenient
The hotel arranged for a taxi to pick me up at midnight after a biobay trip. The taxi did not show up. The biobay trip manager called the taxi company but without success. I called the hotel's front desk. I spoke with Olga who said I should hold on while she contacted the taxi company.After 10 minutes, I hung up and called again.Olga said she could not reach the taxi service but would ask her supervisor if she could send an "ambassador" to pick me up. She responded that she could; this was not 12:15AM. At 12:45 AM, I still was waiting. The owner of the biotour company who was supposed to close at midnight was getting impatient. I called the hotel front desk again, and this time spoke with Leo. Olga was gone and no car had been sent yet. Leo said he would arrange for a car. The owner of the biotour company offered to drive me back to the hotel. He said it was not uncommon for the W Hotel to fail to pick up guests and that he never again would book someone staying at the W Hotel for a 10:00PM tour. I finally arrived back at the hotel at 1:10AM, about an hour later than I should have. I complained to the manager the next day. He seemed concerned but not unduly so. He offered me a late check our (which I thought I was entitled to as an SPG member) and a complimentary breakfast (which was very ordinary). I never expected such inefficiency at a W Hotel.
August 12, 2013
Rated 5 out of 5 by QualityAcupuncture Whatever Whenever
This is what great service looks like. I will definetly return!
August 12, 2013