LocationSt John - Beach
General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Room taxes are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Resort Fee: A mandatory hotel-imposed fee is included in your room rate.
Resort Fee Inclusions:
- On-property transportation
- Toll-free and local phone calls
- High-speed wireless Internet access
- Beach/pool chairs and umbrellas
- Pool floats and non-motorized water toys (snorkel gear excluded)
Customer Ratings & Reviews
TripAdvisor Traveler RatingBased on 3128 reviews
Westin St John
This gorgeous property has come a long way since the devastating hurricanes of 2017 but still has a ways to go. The resort is still very understaffed and does not bend over backward to compensate for this. There is only one restaurant on the resort and the food is quite mediocre. Stay tuned, I am very hopeful that this will be a fabulous destination in the near future if they can find a way to deal with these issues.
We just returned from our trip. We had a relaxing wonderful time. The staff we encountered was pleasant, helpful and always willing to help. Although the resort is still recovering from the devastating 2017 hurricanes and still has some kinks to work out (ie. Shuttle service, opening of the kids club) our trip was just what we needed. A relaxing, rejuvenating vacation in paradise! We are definitely going to return.
Westin St. John & Cockroaches...Trying to Get It Right?
It didn’t take long to notice cockroaches of various size in our 3 Bedroom Virgin Grande Hillside Pool Villa. First night we killed 3, the largest as big as my fist, along the drapes/wall, kitchen, and interior patio doors. The resort’s director of engineering explained it’s a recurring problem after rain. I stated how embarrassed I was to have my guests jumping, screaming and killing cockroaches in what’s undoubtedly a premier villa on property. To my guests (several who are 1st time St. John visitors) it was a horrible first impression. To make amends we were invited to the resort’s Caribbean Night for complimentary dinners. The offer was gracious and enabled me to feel some fleeting pride in my ownership stay. Yet the infestation continued despite treatment. On Friday night we entertained a local friend for dinner. In conversation around our villa’s dinner table she interrupted me to brush a roach off my shoulder. I felt humiliated and disgusted and informed the front desk of the update- 12 roaches and counting. At 1 AM my startled wife began crying, another cockroach (13) scurried under the kitchen molding. This morning I killed number (14). Vacation ends tomorrow. We feel demoralized and defeated. Pool villa # 43 has been a nightmare. I now worry about bringing roaches home from vacation. If this had been our first trip to the Westin St. John, it would've been our last. As Marriott Bonvoy elite members we expect/deserve better, and exhort the staff to get it right soon!
Upon arrival at the Westin Resort in St. John we realized that despite requesting adjoining units 9 months out when we made our reservation and again a week prior to our stay to confirm, we were not given adjoining rooms. We requested this be changed at check in and nothing could be done. We ended up having to split up our family into 2 units for our “family vacation”. This was very disappointing. The first afternoon we went straight to the pool. We arrived before the towel hut closed, but they were out of towels. They told us to call for more from the bar. The bar staff wouldn’t help. We went to the front desk and still did not get any. Finally other guest felt sorry for us and brought us some from their close by room (our room was unit 34 so running there for bath towels was not an option). Our room had the following issues: microwave did not work (it was replaced while we were there), the downstairs phone did not work (we were told this required a contractor and it was not fixed during our stay), the upstairs shower was plugged (maintenance did solve that), the stove did not work (maintenance also fixed), and a kitchen cabinet door fell off when it was opened (we didn’t call about this..just tired of calling about problems). The most troubling issue for the week was the shuttle (golf cart) system. We had EXTREMELY long waits. Especially waiting for a cart from the pool to our unit. Times that were waited included 20 minutes, 40 minutes, 30 minutes, and 20 minutes. Multiple calls were made from both us and hotel staff (each time). During the 40 minute wait my daughter got an unusual number of bug bites (20+ on each leg) and had an allergic reaction. We communicated the dissatisfaction with the shuttles and no one seemed to care. Walking up the hill to our unit was not an option as my daughter was in a full leg brace. No one seemed to care. We were never (not even once), visited by a food/drink server while sitting at the pool. If drinks or food were needed we had to walk over to the restaurant or bar. We have stayed at many Westin resorts and this has never been our experience. We were so excited to come to St. John and had waited for years. We were very disappointed with this resort. The sad part is that all of these issues are solvable, but no one really cared to solve them.
Forgetting the Customer in Customer Service
This is our 2nd trip to St John. We visited friends Two years ago who have a place here. Back then, it seemed like the staff was friendly, engaging and here to help make the guests stay better. This trip, we stayed at the Westin. The property is beautiful, and we were glad to see that it had reopened. Unfortunately, most of the staff seemed like it was an inconvenience for us to be here. It took over 2 hours to get checked into our room, which was ready, but they couldn’t get a room manager to clear it on the screens. I dealt with 2 different desk agents, and neither seemed to think that us finally getting our room keys at 6:20 PM was an issue. The bartenders at Snorkles we’re not originally responsive or friendly. It took a while but we finally got them to smile and they were much better after that. Stephanie was great, and so were Raymond and Dorset. It’s almost like everyone was trained to not speak to the guests, not to smile and not to engage the guests on there own. We travel quite a bit, and are Platinum Bonvoy members. I have yet stayed at a property, Marriott, Westin or other brand where the staff was so indifferent to the guests. Based on our experience our next trip back will be to a VRBO so we don’t have to deal with unfriendly staff.