Westin St. John Resort & Villas

This is our 4th stay here and we were disappointed. We are lifetime Platinum Elite. We arrived around 5pm on Saturday and check-in took forever. There was one person working the desk.....at 5pm on a Saturday!! That's just poor staffing. The concierge was helping someone when we got there but when she finished, she just sat there playing on her phone while everyone else was waiting to check in. Finally, after about 20 min. of waiting someone else came up to the front to help check guests in. Opportunity for cross-training here. While checking-in, it was confirmed to us that we had requested a crib. We get to the room and there is no crib. We call front desk and let them know, she says to us she will look into it and just hangs up. About 90min's go by, still no crib so we call again. Same response, she will check into it and hangs up. Wait another 45min. still no crib and now it's close to 8pm. Call again and ask about the crib and she says she will check into it which is where I stopped her and asked what does that mean? I told her we have a baby who needs to go to bed and there is no crib in sight and she has provided no update. She then says housekeeping is really busy but she will expedite our request......why wasn't that done the first time we called in? Housekeeping being busy is irrelevant to a request that was made in advance and confirmed at check in. While all this was going on, we had left to go eat at the restaurant on site. That took forever to just get a table. The hostess didn't seem to know what she was doing and us requesting to sit out on the patio was like we just threw her world into chaos and she couldn't process what table to put us at. After finally getting a table, we waited 15min and no one had even come to offer us water. We did however get bread put on our table after 15min, but no water. There was a bar tender just standing around at the bar doing nothing because there were like 3 people at the bar. You also had what appeared to be two hostesses standing around. I called front desk to let them know how disappointing this was and all she said to me was "I'll have my manager tell their manager." We both know nothing is getting done. Again, opportunity for cross training. You can't have staff standing around and not taking ownership of tasks that need to be done or helping other teammates. These guys need to function as a team. We ended up just getting up and leaving after 20min. Then a few days into our stay the speed oven went out in the evening. Called front desk and they said they would send someone, I said thanks but could you do it in the morning we are about to put the baby down. She said sure, just call back in the morning. You can't make a note to come to this room and fix it in the morning?! Same with us requesting a ride to the front desk on check out day. We called 90min in advance and we were told to call back 10min in advance. You can't make a note and then deploy the cart to our room when needed?! We had one coffee filter in our room when we checked in for a 7 day stay, called the next morning for more coffee filters and we needed to let them know the exact number of filters that we needed. We also had an issue with the parking attendant, never had this issue in the past. Every time we pull up in our car, security sees the pass and opens the gate. The last couple days they were very slow to open it, and then on the 3rd day he comes out asks us to put our window down and then tells us we can scan our key card to get in. Just open the gate like you did for the car in front of us, I don't get it. I get that this isn't a full service hotel, but this was really feeling like a no service hotel. The good that happened was around the pool. The ladies that work the bar do a FANTASTIC job. They are a joy to be around and are the sweetest. They really helped us get back into vacation mode while we were at the pool. And I will shout out the restaurant staff on Thursday because we reluctantly ordered food there again and while it was a bit slow, the staff was on it and very helpful. Overall, management has a big task to tackle here between training and culture. Cross-training is a must if you want this property to function well. Teams need to be focused on ownership and understand how to work together to support each other but ultimately how to support the guest experience. And yes, there is a handful of staff that just seem plain miserable and can't kick their attitude. You've got to correct it or weed it out because that is the fastest way to ruin your experience on property. Also, I see some of the responses to guest experiences and they are totally a "phone it in" response. The management team needs to focus on cross-training, service ownership, proactive communication, and teamwork. This is a beautiful property, don't let poor management ruin it.

This is the absolute worst Westin I’ve ever stayed at at any location. The staff is rude as well as many of the shuttle drivers. They truly do not care to be nice or pleasant, honestly it’s truly horrible. Don’t believe me and all the other negative reviews? Stay there and see. I’ve never seen such terrible staff at any location ever. They are absolutely rude and the marriot should be horrified at this behavior but they don’t care bc the timeshares are always booked aka they make all their money. It’s all about money so as long as these timeshares get filled (which they always do bc St. John is a beautiful island) nothing will ever change. I will never stay at this hotel again. Shame on you, Marriot.

As a longtime Marriott Bonvoy member who has stayed at many Marriott properties, I can honestly say this was one of my most disappointing resort experiences. At approximately $800 per night, the Westin St. John falls far short of the standard expected of a luxury Marriott property. The resort is badly in need of renovation. The pool was dirty and visibly falling apart, and many of the beach chairs were broken or unusable. Our experience started off poorly when our room was not ready until 5:45 p.m., despite the posted 4:00 p.m. check-in time. After a day of travel, waiting nearly two extra hours with little communication or apology was unacceptable. The food was equally disappointing. I had to send my dinner back because the cheese was spoiled. Food safety should never be an issue at a resort of this caliber. Housekeeping was only provided twice during our stay, which is surprising for a resort charging premium rates. To make matters worse, many of the staff members we encountered were not welcoming or friendly, leaving us feeling like valued guests were an afterthought. The natural beauty of St. John is incredible, but unfortunately the resort does not live up to its setting or its price tag. Marriott should be embarrassed that this property carries the Westin name in its current condition. Also, you have to cover yourself in bug spread since it’s a bug festival. I sincerely hope Marriott invests in updating this resort and improving its service. Until then, I cannot recommend the Westin St. John and would encourage travelers to carefully consider whether this property is worth the cost.

Beautiful location, close to a lot of amenities and activities. Service is lacking compared to other Westins. The pool area and pool are in need of some serious TLC. It’s just dirty. The rooms are very small. Service is very slow. Check in says 4pm. Be prepared to get in your actual room well after 5pm. They also take your luggage from the airport so you won’t have access to any of your stuff to enjoy the amenities. We loved this in theory! I was told most people travel in their bathing suits and go straight to the pool. I’ve never heard of anyone flying 12 hours in a bathing suit. So not having our luggage made this part difficult. Maybe put a suit for each family member in your purse? The check in staff was very rude. While the Westin is cashless, the rest of the island prefers cash. Taxis are very expensive around the island. Renting a car is tough because there isn’t much parking anywhere. Just be prepared! It takes a long time to get anything at the resort. Probably won’t be a Westin we’ll be back to but we loved the USVI and BVI islands. If we come back, we will look into other resorts. The islands are beautiful!

Amazing Stay! June 2026 My sisters and I visited this resort in June 2026 and stayed in a 3 bedroom pool villa. It was an amazing stay. The villa was lovely. Plenty of room, comfortable beds. Large bathrooms. Two floats were provided for the pool. There was a table with an umbrella for shade plus two loungers. We spent a lot of time in the outdoor courtyard by the villa pool. The staff was truly amazing. Anything we requested was met with "My pleasure". When we called for golf cart transports, right away. Robes, towel change out, within 10 minutes. The resort pool and beach were not overly crowded and staff was always around if anything needed. Recommend going to resort pool or beach before 10am if want an umbrella for your chairs. The resort pool itself feels like it needs a refinish of the bottom, but I actually think I read somewhere that it is scheduled for the end of this summer? It did not matter to me as it was still a beautiful pool. The resort is large and very pretty. There is a taxi stand in the middle of the resort where the taxi trucks arrive and depart regularly. When touring around St John, it was easy to find a taxi truck back as most had "Westin" sign on the cab. There is the Dolphin Market very close, easy walk, that has a nice selection. Don't bother pre-ordering with Starfish Market (too pricey and poor delivery). The resort had a wide variety of activities daily and texted the schedule each morning. Lots of options for resort days. This is a place where you can definitely relax and rejuvenate. Ahhh vacation