The Westin Grand Cayman Seven Mile Beach Resort & Spa — Hotel in West Bay

There are levels, and if you are going to charge the amount that the Westin is charging then you need to be compared to similar properties. If you are looking for first class service, amenities and food then go to the Ritz, St Regis or anywhere else. I believe the people who are ranking this highly are ones who do not travel that much. The common theme around the families we met at the pool was the Westin missed the mark on 'value'.

Because this is a big decision for people when spending money to go on vacation; I think it's important to give a detailed review.

Because of my status (Platinum), the Westin provided some nice things to give thanks for our dedication. More to come.

Let me start by saying this place needs new management and better structure. Right when we walked into the property it was utter chaos and dysfunction. The line to check-in was long, there were bags scattered throughout the lobby. Typically, when you go to a high-end resort, someone greets you with a drink, as most people have come from all over and likely experienced a long days travel. They originally said we were eligible for an upgrade from our island view, aka the view that overlooks the parking lot and shopping mall across the street. It was a pool/beach view. The view was blocked by the trees (see picture). The lobby was relatively nice, the hallways were musty and dated but the inside of the rooms were decent.

Anyway, the negatives. There is only 1 pool, although surprisingly it wasn't that crowded. The wait times at the bar to get a drink were excessive. The prices at the bar were egregious. The Westin can't help the ridiculous conversion rate, but to pay $10+ USD for a 12 oz Caiman beer is high. If you want to save money, go across the street and you can buy a 6 pack of them for that amount.

Our MIL sent a gift to the room. It didn't come initially, and after she followed-up we received it. It was 3 miniature cookies for $33 USD. The concierge apologized and refunded her but the damage was done. She spent hours trying to reach someone and no one answered or called back. They offered a breakfast credit, even though we get complimentary breakfast because of my status.

The first 2 days my son and I went to breakfast. As mentioned, we were supposed to get free breakfast. Each time, the waiter came back with a bill. Side note, the breakfast is underwhelming and super expensive (~$50 per person). After explaining to the staff that our breakfast should be free, we finally (10+ min each time) were able to get it worked out.

At the pool I ordered a drink. Per the menu, it was supposed to contain Bulleit. The bartender poured some well-bourbon instead. I asked, and he said oh it was a typo on the menu, even though the drink was $18 USD.

Advice to Management, if you have a concierge, she should be a concierge. She shouldn't leave her desk to fill up water tanks and other duties. Also, it was extremely awkward when we came to discuss the cookie snafu and she is whispering things in the Manager's ear in front of us. Also, if you are going to be a top level resort, have someone assist your guests with towels when going to the pool.

There is very little to do for kids and families. Stay at the Ritz who has a ton of activities and a splash pad.

The good of our stay was that they did send a bottle of wine to the room and fruit tray because of my status. They sent some drink coupons to everyone because of Wifi issues. When we tried to check-out they intially told us we could not use those coupons which was another ordeal, since the bartender told us he was too busy to take them at the bar.

Overall, the island is nice. The weather was great. The beach is solid. I thought the staff for the most part seemed like they hated their jobs. Typically, at other elite level resorts, they greet you, smile, look you in the eyes, and ask if you need anything. Here, not so much.

This is a good resort, not great. For what they charge (both for food and the resort fees), you should...

I’m a Marriot platinum member but my wife convinced me to “defect” at least during the time in the Cayman Islands. I was very pleased with her decision. First, the front desk was dedicated to making my wife and I having a wonderful time at the hotel especially Monika - whose personality and inter-personal skills were outstanding and transformed our vacation into paradise - thank you Monika. Rose, concierge; the door man, the maids were all great. Katelynn, greeted my wife and I very warmly and had helpful suggestions; Michael, the steel pan player was absolutely great - putting us in a wonderful Caribbean vacation mode and played pleasingly & skillfully for many events after - and was friendly and interacted with many guests. Your business center was very helpful for someone on vacation - it was not crowded and the signs for "15 minute" use was well done. The gym was fine. The beach was extensive, always clean. (Except for one morning, I found a cigarette butt on the beach - spoiling its beach perfection) The water was always blue and crystal clear - I have traveled over 15 Caribbean islands and only the beach in St. Johns was clearer. The beach staff were also excellent, setting up chairs and umbrellas. I do not have even one complaint ! - but as a board member of some entertainment groups, I have seen how relatively minor or trivial changes to a service or event have often brought enormous results in the long-term. Therefore, I will like to throw out a few suggestions they should not be seen as complaints - here are the suggestions: Welcome guests with an alcoholic cocktail - adding to the non-alcoholic one in place: a. This feature has been found to put guests in a good vacation mode; setting them up for happier stays; and is a top attractant employed at Caribbean locations; the cost of the alcohol will be quickly outweighed by its potential positive benefits, and long-lasting memories - and translate into significant increases in psychological effects thereby increasing the attractiveness of the hotel/resort. Try having a welcome or orientation “party” for new guests (arrival evening or next morning) - often used to inform guests & promote hotel features (e.g. beach barbecue, schedule of live bands/music playing onsite etc.) Make daily schedule of events visible (maybe next to the Spa ad under glass) While the barbecue beach parties were very good, its spatial layout may be reorganized: to transform darkness into a romantic venue; smoothly integrate band into this atmosphere (Note: darkness with a few lights is not equal to romantic spot) The hotel manager (or assistant manager) should mix with guests, be visible, and available to offer help, smiles, hope, recommendations etc. - thereby fortifying the remarkable efforts of the front desk, concierge, steel pan music, maids, front door workers. I visited other hotels along the 7-mile beach - but Westin has the potential to become the top hotel in the area and among the top in the Caribbean - if management is willing to make minor tweaks to their resort. Overall, our stay was great and the above 5 suggestions are from the perspective of a entertainment board member and not from the perspective of a guest. I have other recommendations - but I don't want them to be read by potential travelers as negative - because- overall we had a stunning and superb vacation here at the Westin! You can make your vacation into a paradise if you wish to do so. We did! Thank...

Hotel is a decent size, not so big that you'd get lost. Check-in was speedy but our room wasn't ready even at 3PM. All the front desk staff are patient, friendly and accomodating, esp Hadi and Morgan. There is only 1 restroom on the first floor and when we tried to use the restroom near the Hibiscus spa - it was LOCKED. The room was your typical hotel setup. We had an excellent view. The balcony door didn't lock very easily and wouldn't stay shut unless you lifted up the handle a certain way. When I called Service Express for the repair, they came in 10 MINUTES! Great service! Room Service also delivered me food from Ferdinand's that wasn't on the menu and bar food. All speedy, hot food and the delivery men were super nice. Business center was great, my husband used it mostly and met his needs. Wifi in rooms was very spotty but readily available in the common area. Guest shop met most of our needs but deliveries come on Thursday so when they run out, you have to wait until then. Cafe Soleil, food was not that great. Pool - smaller than we expected but it had a quieter side which was nice. Waterfall parts were great for our small kids. Some great pool and beach staff. Our favorite - Tishara. Friendly waitress and serviced us really well at the pool. Hibiscus Spa was nice. My service wasn't as described but the manager gladly refunded or offered me an alternate service. Ferdinand's was great for breakfast and dinner option. My least favorite was the housekeeping. Every day we left a tip and our room wasn't always kept up. Our patio door was left open which let mosquitos into our room - perfect since I get eaten alive. I placed the card on one of our two beds to change the sheets. She only changed one bed and not mine or the crib. When we asked for her to return to change the sheets she looked at me like I was crazy and said she changed the sheets. Then I pointed out how I still saw the spit up from my baby and then she changed them. She only changed the fitted sheet, interior flat sheet and pillow case. Makes me wonder if they change the duvet covers or other top sheets on the bed. I asked for 2 extra towels and it was always a pain to get them. Our trash which had dirty diapers in them wasn't thrown out one day and when we brought it to another cleaning lady to throw out for us she grumbled something and then took it. Coffee & sugar was short of packets - it took the room service guy to ask us if we need anything else in the ROOM not just for our food delivery for us to get the coffee and another body lotion. Ants in the room so don't leave food behind. Once you use the current products in the room they give you the second rate products and the best part was the HALF USED CONDITIONER our housekeeper gave us to refill our conditioner. Be aware, the Westin doesn't offer airport van transfers. You need to book your own transfer to and from the airport.

Overall, the service and staff at the Westin were amazing! They all served with a smile and met our needs (except housekeeping). I can't say more about the staff from the bellmen, concierge, front desk, restaurant staff, room service staff, the delivery express operators. Just fantastic! We would return to the Westin but hopefully by then they will work on their...