The Westin St. Thomas Beach Resort & Spa

Location is nice. Service not so much. We were assigned a different room from what we booked upon check in (however, they quickly fixed that issue). We didn’t have hot water for a couple of days; we discovered a small roach climbing up the wall in the bathroom; the air conditioning unit didn’t cool the room off very well; service was VERY slow and sometimes non-existent and lastly our room had a very damp, mildew smell. Roach found in the bathroom crawling up the wall… room smelled upon check in. I bought a candle and incense to burn to make the room smell nice. Overpriced for basic food

The resort was spotless and felt new. The beach was amazing, the pools were beautiful, and the whole place was super relaxing.

St. Thomas is absolutely breathtaking. The views are stunning, the weather was immaculate, and getting around the island was incredibly easy. The taxi drivers were consistently friendly, warm, and hospitable, making us feel safe and welcome throughout the trip. The island itself feels like a hidden gem—peaceful yet vibrant, and very easy to navigate. The Westin Resort is beautifully designed and sits in an ideal location. It’s centrally located, making it convenient to access both city attractions and local shopping. The property is expansive, with access to shuttles between locations and reasonably priced taxis to take you into town. However, it’s important to note that this is not an all-inclusive resort, so guests should plan their budget accordingly. While the resort has a lot of potential, especially with its stunning backdrop and prime location, I was disappointed by the overall hospitality experience—which did not feel reflective of the Marriott brand. From the start, the required deposit hold was unusually high, and the front desk interactions felt transactional and at times unwelcoming. Several staff members—including at the bar and restaurants—seemed disengaged, curt, and less than accommodating. For example, at the Lana Del Rey restaurant, our food took nearly an hour to arrive, was incorrect, and had to be sent back. At the pool bar, we were surprised by a cold interaction from the bartender when asking about service timing. These instances may seem small individually, but they add up and can leave a lasting impression—especially when guests are paying premium prices. The customer service inconsistencies continued at breakfast. While our hostess and server were kind and attentive, the staff at the omelet station were noticeably unfriendly. During what we were told is the resort’s slow season, our room was not refreshed until after 3 PM most days. One evening, housekeeping didn’t arrive until nearly 7 PM. We also had to repeatedly request towels and washcloths from the front desk. While that alone could be forgiven, we also experienced an issue with ants in the bathroom—likely due to humidity—but it was still unpleasant. Despite these concerns, I want to acknowledge that some staff members were kind and professional, and I do believe this resort has incredible potential. The setting is nothing short of paradise, and with more consistent and elevated hospitality, the experience could truly match the environment. My recommendation to management would be to invest in more frequent customer service training and real-time feedback loops—perhaps through guest surveys or pulse checks during the stay. Many of the service gaps we experienced felt like missed opportunities to delight guests. Overall, I would still recommend the Westin in St. Thomas for its location, views, and natural beauty. However, I hope to see a renewed focus on service excellence in the future to truly meet the standards that travelers expect from a luxury brand lik