Westin St. John Resort & Villas

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

Rating: 1/5 Stars I am beyond frustrated with my stay here. To be clear, the only reason I am giving this even one star is for the views from the general property—because the room they actually gave me had no view of anything at all. Room Issues & Second-Hand Smoke Not only was our room poorly situated with no view, but we were also placed right next to people who were constantly smoking. The smell was unavoidable and made the stay even more uncomfortable. For the price we paid, being stuck in a viewless room with smoke drifting in is completely unacceptable. Hostile and Unprofessional Service The staff was not just unhelpful; they were actively hostile and rude. We encountered a total lack of hospitality at every turn. Simple requests were met with a bad attitude, and the service was consistently and frustratingly slow. When we tried to bring our concerns to their attention—including the room location and the smoke—they were completely unaccommodating. There were zero apologies; they were dismissive and defensive throughout our entire stay. Unsanitary Room Conditions The room itself was simply not clean. It was clear that housekeeping did not perform even a basic wipe-down before our arrival. We found: • Smudges and grime all over high-touch areas like the door handles and furniture. • Hairs left in the shower, which is a massive hygiene red flag and incredibly disgusting to find upon check-in. • A general sense that the room was "clean and not clean" at the same time—while some areas looked fine, the most important surfaces were clearly neglected. Conclusion Between the dirty environment, the lack of a view, the smoke, and the hostile staff, this was an incredibly stressful stay. Do not be fooled by the photos of the views online; you might end up in a room like mine. I would strongly advise anyone looking for a stay in this area to book elsewhere.