The Westin St. Thomas Beach Resort & Spa — Hotel in Saint Thomas

The location is great nice beach. The service is an entirely different experience. I chose this hotel because I liked the way the rooms looked over the Ritz plus the location. I hate I did that. I would sacrificed the room for service but this is a Marriott brand so I thought I would be good. I have stayed at Westins from coast to coast in the states. The visit started off bad. I was given the wrong room then I was challenged on that after it clearly states what I had already prepaid for what I needed back in December 2024. Considering this is the weekend of my daughter's wedding things had been planned. Well, finally get to " my room" pull the drapes to see the view and a canvas bag with some full and empty wine and beer bottles wasted across the floor. Okay called housekeeping told the lady what happened. She looked at me like she doubted what I had said. I told her lady I checked in 40 minutes ago with 2 minors spent half that time in a room that wasn't mine only to come to this room with cheap wine and beer bottle hidden behind a curtain. Also one of the beds also had wrinkled sheets! Which really made me wonder if I had even been given clean linen. I asked for more. So. you are questioning my integrity at this point? Is that what you really want to do ma'am? Okay order 2 orders of fries Thursday night ( pouring raining) plus a coke and sprite to go for the kids to snack on from Luna Mar. Fast forward to Friday afternoon at lunch. I go there for lunch. Obviously I met the server in a past life and he hated me for killing a loved one. The entire time even when he checked on me he was intense and irritable.He delivered my food and I gave him a smile and a nod that I was okay because I was on a business call. He continues to talk even louder to me and when I waved (not fanned away) again with a ,nod and smile he huffed frowned up and turned away going too the kitchen. So, fast forward to the end of the meal when I wanted to take my teens a snack because they weren't ready for lunch I ordered the fries and two drinks like I did the night before from the same restaurant Luna Mar. Well, I know we are on island time so I am patient about the wait but when you bring me a coke and a sprite that has obviously been sitting at the bar " sweating " ( melting ice) in two plastic cups after I had canned drinks the night before I am.a little thrown off when I tell you the night before in the pouring rain I had can drinks and you tell me " No I didn't." I am now pissed. He proceeds to tell me they never have canned drinks. So. if you never have them why did you say you would go ask the bar? He comes back and says " Unfortunately we have ran out." So which is it? You have them but ran out or you never have them and I ran with two drinks in cups inside a bag the night before? I tell him I don't want the drinks because the food hasn't come they are already flat and I can't walk back to the room with to wet cups and a bag. He takes the drinks never cones back to the table had a nice waitress deliver the food and check. Left him a note on the check saying it ws never my intention to offend him. I also told him to enjoy the $1 tip. I am a 20-25% tipper to start and for good service it goes up. I was in the service industry while in college I know people can be difficult which is why I make extra efforts to speak respectfully to all staff and not be bothersome. I do expect to be treated with the same courtesy and grace. I am still here I have until Sunday ( today is Friday and been here since Tuesday early afternoon.) which can't come soon enough. The rooms and service have been a big disappointment. You guys need to do better. I did my part I paid what you asked for service that I am not receiving.Huge let down. Since I have a layover in Miami I guess I will pass the time in the Admiral's Club by taking on the attitude of a Karen doing reviews on every site I can think of. First starting with all of the organizations I belong to and all the travel site including the pictures I have taking with sign thanking guest...

The performance of the staff here is very, very underwhelming. I lost power to my room- went to the desk to have it looked into- heard nothing. 48 Hours go by and I check back in with them since I am paying alot of money to get changed in the dark- no outlets for charging phone- no TV- no phone to call the front desk. The employee says "oh okay l.. let me talk to my manager" she dawdles off. I come back an hour later and she doesn't even recognize me or remember what the issue was. Clearly this was not taken seriously by anyone. The end result? "They looked at your room yesterday and figured out it's not something that can be easily fixed". Okay great but then why was I not contacted in some fashion to apprise me of that development? Why is it on ME the customer to ensure I get what I paid for..."I mean I GUESS we could put you in another room?" Sure why not? At this point I just want to charge my devices and have a light on at night. As a side note (and this will come into play later)- housekeeping has this habit of not closing your door fully when they leave, so you'll come back to your door unlocked and cracked open! No need to scan and unlock it! This is absurdly UNACCEPTABLE. Not to mention every room has the same safe with the same instructions on top for how to reset the code and access the stored valuables. What genius came up with this system? Moving on! I get to my new room and wadda ya know! House keeping strikes again! The door is already open. There is an ant infestation and several other creepy crawlies, and the room has several things broken i.e. toilet paper holder, shower handles, knobs, etc. Basically, this room was in disrepair and had plenty of bugs to keep me company. Atleast it had a balcony. Needless to say- I left the do not disturb sign on the door to keep housekeeping away from me since they don't restock toilet paper for some reason anyways so idk what I'm getting out of it aside from my bed made and my room left for the public to explore. There were also roosters outside the room that started cuckoo-ing at 4 in the morning. This place was my living hell.

There are few redeeming qualities to staying here. The pools are nice enough, but you have to sign your name every time you just want a towel. The staff at the pool is friendly and helpful though. The cats are great. Ice machine in the lobby never works. Food is good, but expensive. There is no cheaper alternative. Taxi's are overpriced. Beaches are awesome- BUT not the one on the resort! Also the website is full of lies and deception you don't actually get access to the tide pool at the bouy house. Valet boys are best to talk to if you have questions or need help and they are all generally cheerful. There is a sweet lady in the lobby that will hand you a drink from time to time. The gym is good. Views from the resort are good. One of the egg chairs will send you to the hospital so steer clear. There are a bazillion stairs on this resort- which leads me into my final thoughts.

Who did they have in mind when they designed this place? Like I said- stairs stairs stairs! There's no peace either so I can't recommend for the elderly. So then what about kids?? There's nothing for them to eat- nowhere for them to play aside from the sprinklers and pool- no little area for them to play not even a chess board. So then what about mid aged adults?? There's no soul here. They had music one night and trivia and karaoke. That's it! No parties, no fun night activities, nothing. This place is full of inconvenience- and insists on you the customer making it worth your while. Well guess what! It's not. Steer clear of this place. The few goods (people, views, beaches, cats) do not outweigh the bads. (Room service, bad service, expenses left and right, risk of your room being invaded, no toilet paper, no power, poor infrastructure, bugs in your room, taxi drivers begging you to get in, getting cursed out if you don't, cruddy beach, false promises (tide pool)). This place does not deliver, but hey the...

Rooms are nice and on par with Westin hotels. This hotel was recently renovated and still in excellent condition. There's nothing close to the hotel so expect to pay a lot for cabs or rent a car and pay for nightly parking. There are restaurants at the hotel, but they are fairly expensive. We had the breakfast included in our rate and the buffet was good and service good. You can walk down 100 steps to the beach or take an elevator most of the way and walk the rest. In the room they provide you with two water bottles and you can refill them in the lobby. The water is filtered and tastes similar to bottled water. There's a convenience store and coffee shop in the lobby. Prices there are a bit too pricey. The hotel resort fee includes kayaks, snorkels, sup, and Hobie cats (sailboats) and towels but they wouldn't let us use the sailboat because they said there wasn't enough wind and they were out of towels daily. The overall service does operate on island time and is somewhat slow and at times very slow. Other times it's on par with what you would expect at a Westin so not all bad. Most of the staff is friendly.

The first night we were going to eat at the hotel since it cost $120 round trip just for a taxi to go off property. The hotel planned a buffet dinner for $65 per person down by the beach. We didn't want to pay $240 to eat dinner for two adults and two teens so we tried the restaurant by the lobby. It was chaos. More than half the tables were open but they quoted 1.5 hours to be seated. It appeared as though they created false demand for the sit down restaurant so people would go to the buffet. We decided not to do any of those and overpaid for bad quality of food at the coffee bar (still was about $150 total). Food was small portions and poor quality.

Our room was nice and similar to other Westin Hotels. There were several issues in the room...a broken sink drain, poor hot water flow in the sink and a broken shampoo dispenser in the shower. Nobody bothered to fix this in the entire week of our stay. The cleaners would also miss several items each day in the service to the room such as not refilling empty soap or partially restocking the in room coffee.

The whole cab and rental car racket is what really makes this stay unpleasant. Renting a car and paying for hotel parking adds minimally $150 per day to the cost of a St. Thomas vacation. Its really closer to $200/day on top of advertised rates for the hotel and dining adds at least $250 per day...but more realistically $300:500 per day for dining.

I can only hope this review helps others make a decision and hopefully you don't make the same mistakes we made. I would much rather go back to JW in Cancun than come here for roughly the same or less cost.

Day 5: we've given up on eating at the hotel as the options just aren't very good. We went to the beach again and even though they had the Hobie cats out, they gave us more reasons why they can't be used. The first day it was not enough wind. Wind speeds were 10-15 mph which would be enough. We asked again and they said no. Today they had the boat by the water.. apparently they did a "lesson" earlier in the day. The guy said it was too rough (the water was absolutely flat). It became apparent that the beach guys just don't want to fool with the Hobie cats (it's the Wave version which is smaller and easier to handle). They don't like making the effort to put them in and out of the water. If you pay the $100 extra for the "lesson" maybe they will do it

The last night we were there, we eat at the Luna mar restaurant and had a good experience. It was more reasonably priced and the service was good. There could be a few more options on the menu but it was the best of our dining experiences.

I rate this hotel a 3.5 which is low for a nice Westin. Check your bill before you leave as there were many people who found additional charges on their bill which weren't supposed...