Westin St. John Resort & Villas

Beautiful resort with the nicest staff and all the amenities you need to enjoy St John!

We are currently staying at The Westin St. John Resort Villas and unfortunately this has been one of the most disappointing resort experiences we have ever had. The most serious issue involved billing. We paid for our stay in full, yet the hotel continued manually entering additional nightly charges onto our American Express card. We only discovered the issue after AMEX notified us that our card had been maxed out and future transactions would be declined. When we reviewed the account, there were multiple pending charges from the hotel that did not match our actual purchases. One dinner charge of approximately $150 somehow became a pending authorization for nearly $1,000. Because of these repeated charges, we temporarily lost access to our primary credit card while traveling with our child. What was most upsetting was the response from management. The manager was largely nonchalant about the situation and offered only a brief apology despite the significant financial stress this caused our family. No meaningful compensation, assistance, or urgency was offered even after explaining that we now had concerns about being able to pay for necessities during our trip. This property is categorized as a four-star resort, but based on our experience, it does not meet four-star standards in terms of accommodations, maintenance, dining, or service. Our villa had: * stains on the couches, * holes in the bathroom wall, * broken tile, * a broken TV remote, * Stains on the walls and cracks on them, * water stains and mold on the ceiling. The overall property also feels run down. Parts of the pool area appear to be deteriorating, and the atmosphere has changed significantly from what you would expect from a resort in this category. Service was also inconsistent. While a few staff members were genuinely kind and helpful, many others appeared visibly disgruntled, unhappy in their jobs, and uninterested in providing hospitality-level service. The difference in energy compared to what you would expect at a four-star resort was very noticeable. Golf carts also speed aggressively throughout the property, which feels unsafe especially for families with children walking around. Dining options were extremely limited. At night there is essentially only one restaurant option, and during parts of the day only a snack bar is open. The food overall was mediocre at best and nowhere near the standard expected for the cost of staying here. The natural beauty of St. John is still incredible, but sadly this resort no longer reflects the quality, service, or experience its pricing and four-star designation suggest.

Beautiful 3 bedroom pool villa. Absolutely accommodating and pleasant staff! We enjoyed the easy access to booking Cruz bay Watersports. Do either take a taxi or rent a rent a car to get to the other beautiful beaches with great off the beach snorkeling.

This was one of the worst hotel experiences I’ve had, especially for a brand like Marriott. The air conditioning in our room did not work, and despite reporting it multiple times, nothing was properly done to fix it. What makes this completely unacceptable is that we had small children with us, and we were left in a hot, uncomfortable room with no real urgency or concern from staff. There was no meaningful resolution, no adequate alternative offered, and no sense that anyone was taking the situation seriously. We were essentially left to deal with it on our own. At a minimum, I expected proactive customer service, clear communication, and a willingness to make this right—none of which happened. This is not the level of care or accountability you expect from Marriott. Management needs to take a hard look at how situations like this are handled, because this experience was unacceptable from start to finish.

Attitudes across the board from staff were unacceptable. Food at restaurant was not edible. Not welcoming place at all and would not recommend staying at the Westin. This definitely was not Westin standardized. I have numerous documented issues. I will be writing a formal complaint to Westin. It pretty much ruined the first 5 days of our vacation. Not welcoming, bartenders, waiters, front desk all need to be trained in basics hospitalit