The Westin St. Thomas Beach Resort & Spa

“A Memorable Stay with Exceptional Staff but Significant Housekeeping Concerns”

Our stay at the Westin St. Thomas was certainly memorable and worth writing about. Overall, I was very pleased with approximately 80% of our experience. Several members of the staff consistently went above and beyond, demonstrating professionalism, genuine hospitality, and exceptional customer serv… more

Our stay at the Westin St. Thomas was certainly memorable and worth writing about. Overall, I was very pleased with approximately 80% of our experience. Several members of the staff consistently went above and beyond, demonstrating professionalism, genuine hospitality, and exceptional customer service. Their efforts made a meaningful difference in our stay, and I will be recognizing those individuals separately below with a detailed five-star review because they truly earned that acknowledgment. Unfortunately, the remaining 20% of our experience was disappointing and centered almost entirely on housekeeping and the handling of service requests. The housekeeping service we received—or, more accurately, often did not receive—fell well below the standard I expected from a Westin property. This was not a minor inconvenience; it affected the overall comfort and quality of our stay. One example is I requested a new refrigerator because ours was broken and was informed that one would be provided. However, after hours of inaction, I had to follow up regarding the request. I was eventually told that someone was on the way, yet I waited an additional three hours, and the matter was never addressed. The lack of follow-through, communication, and urgency was frustrating and made what should have been a simple service request unnecessarily difficult and wasted lots of our time that could have been spent doing more of our actual anniversary activities. Based solely on my experience with housekeeping and the response to service requests, that portion of the stay would warrant a two-star rating. However, the exceptional service provided by many other members of the team deserves five stars. I do not believe the employees who delivered outstanding service should have their efforts overshadowed by the shortcomings of another department. The Westin St. Thomas has many wonderful employees who clearly take pride in providing excellent hospitality. I hope management addresses the housekeeping and service-response concerns so that future guests can experience the same consistently high level of service that the other outstanding members of the team provided to us. Outstanding employees that should be recognized: The Edge Bar- Melanie, Reynee, Nairoby and Grant were all amazing and would get my business again! The drinks, the vibes and their smiles made a huge difference! They tendered to our request daily with the same level of amazingness as if it were our first day there! The Lunar Bar- Jessica, Sniyah, Nalani and Jesus was also another amazing team that always served the best smiles and dedication in ensuring we felt welcomed and having the best time while sipping and relaxing! This team shined daily with their attentiveness to serve all there! Kudos to them! Lastly The Lobby Bar- Nikah was amazing in her service and attention to detail, she remembered us daily and the little things we liked and always delivered without even needing to be asked. She was by far the most favorite in her ability to remember her customers and their individual likes! These members deserve recognition and rewards from their management staff! Had it not been for them this review would definitely be 1 to 2 stars with no return! Thanks, The Adams Family!

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“Staff”

Nicole at the Lunar Mar was by far one of the best staff members here at The Westin. She was friendly, engaging and a joy to be around! She definitely stood out compared to other staff members onsite.

“Nicole’s service stood out on our trip!”

Overall, the service was below my standards at a resort-style hotel like the Westin shows to be. The location and amenities were nice, however, the service hindered our experience at nearly every on-site restaurant, bar, kiosk, etc. A highlight in the dining aspect of trip was our server, NICOLE at… more

Overall, the service was below my standards at a resort-style hotel like the Westin shows to be. The location and amenities were nice, however, the service hindered our experience at nearly every on-site restaurant, bar, kiosk, etc. A highlight in the dining aspect of trip was our server, NICOLE at Luna Mar. She went ABOVE AND BEYOND on making us feel welcome and comfortable during our stay. She was amazing.

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“Staff”

Staff was surprisingly not very friendly overall. Nicole who was our waitress in the Luna Mar restaurant was fantastic. One if the only ones that acted like she was happy to serve or help us.