General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2208 reviews
The resort has been a reunion destination for our family for years. We have always had a beautiful suite and continued to come back because we felt like valued customers. Not so much this year. The resort refused to honor the reservation we made stating it was made through a third party - Expedia (which we have done for years) and upcharged us even though we had a paper record of our reservation. Apart from that, there was constant grounds maintenance (we all understand things need to be maintained but not 8 hours a day right below our lanai to the point we couldn't even talk to each other). The wonderful fire pit that is adjacent to the restaurant was closed and when they did open it (under pressure from several guests), we were told we couldn't sit around it. The hot tub was closed (supposed to be open until 10P and we tried to use it at 8P). Many of these things probably seem like small potatoes but they added up to the point that we probably won't return. Sad...
Marina saved the day - United Airlines employee
Marina was there on Sunday Nov. 19th when we arrived in Newark NJ for a 12 hour layover which happened on a vacation to DR that was changed by United and caused us stress and concern. We are seniors traveling and there was no way we could make a change with the tickets we bought. Marina listened and took care of us immediately - giving us the voucher for a hotel with shuttle service and a meal whichwas the Robert Treat hotel downtown and the Medallion restaurant - it was wonderful! Great job to her and we had a restful night and she also got us direct home from Newark which previously they had us with another stop! You made our trip ending less stress, less fighting and so pleasant. 5 star service and United should make sure they give a pay increase and praise for an employee that knows her job and is a people-pleaser!!! Thanks again. Rudy and Mary R - Pewaukee WI
Good and Bad
Front desk staff very friendly and helpful. The guys at valet out front were great and very helpful with loading and unloading disability equipment. Suite was very comfortable. Maintenance were great at coming to suite to lift TV off wall to install hearing assist devices. Those were the good comments. The shower was a roll-in shower but not large enough to get in to assist handicap person with bathing. In fact, had to buy a chair for the shower that would fit. Suppose to have a river view. Yes there was a river but in a few years the trees will block all views. I cannot believe that the suite was cleaned before our arrival. Couldn't take pictures from inside (glass doors were very dirty), the room apparently had some electrical work done but remnants were on the floor, and it didn't look like the carpet had been vacuumed in a long time. Patio furniture and floor were very dirty.
We stayed at the Westin for 4 nights in September. I reached out the hotel prior to our arrival and arranged for an upgraded room as we were celebrating our 30th anniversary. We were given the Mariner Suite which was amazing. I was a little surprised that the hotel didn’t do anything to recognize our anniversary, especially when I communicated with them in advance about the room and the reason for the request. That being said, the hotel was excellent. The Dolphin tour was the highlight of our stay. What a great way to spend a couple hours in the morning and the tour guides were so knowledgeable. We ate our meals on site or within walking distance. High Tide Social House was probably our favourite, but all the restaurants were good.
This is your place
Sometimes it’s difficult to begin a review when there’s so much to say. But I will start with the best part which was the staff. The front desk, Omar, and Jeff, which are the managers were nothing short of amazing, always friendly willing to help in anyway possible. The staff in the restaurant, Lorain, Joseph the cook and Kathy. I stood in this hotel for almost 8 months because of work and while they were other hotels available a lot closer to where I need to be and I should’ve technically switched so that I wouldn’t have had to drive so much either, I decided to stay here because of the staff. They truly allowed me to feel like part of their family. The amenities were amazing. The dolphin ride was great. I took it vantage of that a few times and was able to see a lot of dolphins each time. The food was on point and my room- perfect! I will definitely come here again short trip or for a long trip this is a no brainer! .