Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
2833 reviews
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Mar 17, 202518th Anniversary trip!!
Wonderful stay for 18th anniversary!! Beautiful resort with fantastic beds! Special note: Mrs. Juanita is an absolute BEAST with the omelet station!! I avg. About 60 nights a year in hotels and handsdown her omelet was the BEST I have ever had!!!
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Mar 16, 2025Disappointing Westin Experience
This was a mother-daughter spring-break trip that we were very excited about, however our stay started out poorly. Two years ago, my husband and I stayed in an oceanfront room at this hotel, and it was spectacular. Because of this, I had requested to use 3 of my nightly upgrade rewards for our stay and we were thrilled the upgrade was confirmed. However, upon check-in to our "upgraded ocean-front" room on the 3rd floor (3136), we were extremely disappointed to see that our view was not of the ocean, but of the green roof of a building between us and the ocean. I immediately called the front desk and was told by Latifa that no other oceanfront rooms were available, but she gave me the option to down-grade back to an ocean-view room (my original booking without the upgrade). Latifa was helpful and invited me down to the front desk so I could view our options. Based on what I was shown, I accepted the downgrade, and we moved to an ocean-view room (5074). The view from 5074 of the resort and the ocean, was far superior to the view from 3136 of the green roof! The following day at 8:45 am (too early), someone named Ashley called me and asked why we had changed rooms and downgraded. I told her we didn't want to look at a roof, we wanted to see the ocean. She then offered to move us to an oceanfront room on the 5th floor (apparently it became available on Weds even though it wasn't available on Tues??) but after already moving rooms once, we didn't want to pack up and move again, so we declined. Though I appreciated the willingness of Latifa and Ashley to try and make us happy with our room, the bottom line is that 3136 should never be sold as an ocean-front room, you can't even see the ocean if you are sitting on the balcony, all you can see is the green roof right in front of you. (I have pictures of this.) Offering me an actual upgraded room when we were already 1 night into our 3-night stay, was too little, too late. Ashley also offered me 15,000 points to my Bonvoy account, however considering I used 136,000 points plus $300 cash for our 3-night stay, 15,000 points really doesn't mean very much. Ashley did tell me that she "put in a request" to get my 3 (unused) nightly upgrade awards re-credited to my account, which I do want, but I have yet to see that come through. Some additional poor experiences we had during our stay were that for all 3 nights of our stay, the TV in our room did not work. The TV would turn on and we could select a channel or Netflix, but no programming would come on the TV, the screen would just go black. Since we wanted to watch movies on Netflix at night, it was a real bummer the TV wouldn't work. We called about this twice and was told the first time that it was a resort-wide problem and that they were working on it. The second time we were told that it was a wi-fi problem and that "sometimes it works, sometimes it doesn't." We did ask another person staying at the resort if his TV was working and he said his was. Who knows why ours wouldn't, but I've never had this happen at a hotel before, especially for all 3 nights. TV is something you expect in a basic hotel but at the Westin resort apparently, it’s not a given. We had originally booked a duet massage for Weds morning, but since my daughter got very sunburned on Tuesday by the pool, I called the spa Tuesday night to try and reschedule us to Thurs. I couldn’t reach anyone at the spa until Weds morning at 9am when the spa opened. I explained our situation and when I requested to reschedule to the following day, I was told that since we were within the 24-hour cancellation window, we would be charged in full for the massages on Weds we weren’t receiving. I had to reiterate that I wasn’t trying to cancel, I wanted to reschedule, and I was told again that since we were within the 24 hours we would forfeit our massages and be charged a penalty for the full amount. I obviously expressed extreme dissatisfaction with this and after more back and forth, the person on the phone then finally agreed to reschedule to us to the next day without charging us a penalty but she said it like she was doing us a HUGE favor. Lesson learned for me, and I will never book a service with a Westin spa ever again! On Weds morning using the app, I rented a pool cabana. When we went down at noon, none of the cabanas were stocked with drinks and in fact, nobody seemed to have my reservation. Once found, a staff member named Amy began scrambling because not only were the cabanas infested with several wasps, but the power for all the cabanas was completely out so the refrigerators were warm, ceiling fans not spinning, etc. Both Amy and Abby tried hard to get everything going for us and I think both did a great job, especially considering how under-staffed the resort seemed to be. Abby made sure we had chairs and worked with engineering to get the power going and Amy brought our drinks on ice since the fridge was warm. Obviously, the start of the cabana situation was not a good look for the Westin, but I was again grateful for the staff who was trying hard to make things right. Other miscellaneous items that need attention: I will attach pictures if I can of the ice room on the 5th floor of the hotel, which was disgusting and definitely doesn’t make you feel good about using that ice! One of the two queen beds in 5074 makes a ton of loud squeaking/creaking sounds every time you move a muscle on it. During the initial check-in I was not asked if I wanted breakfast or points. When I was with Latifa choosing a new room, she asked me and told me the breakfast was a full breakfast, or I could get the points. I chose the breakfast, but then when we went down, the elderly hostess said, "well since you are only platinum" (that's a quote) only the cold items are included (continental) and if we wanted any of the hot food that would be an extra $9 per person. Had I known, I would have just taken the points. I would like to give a positive shout-out to Ryan at Oceans, who was friendly, welcoming, and made great martinis. In fact, it’s really the staff that I’ve mentioned in this review (except for the spa reservationist) who rescued our experience and who were clearly trying hard to make guests happy. All in all, I would not return to this Westin again in the future and would not recommend it to a friend. This hotel needs to stop selling 3136 as an oceanfront upgrade and needs to be overall better prepared for early spring-break travelers. I'm still hopeful I will get my 3 upgrade nights back, but with the way things have been going with Bonvoy lately, I’m sure it will be a fight.
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Mar 15, 2025Family Weekend Getaway
Great food!! Breakfast was great and the service was even better. Once again we had the opportunity to have Amarie make our omelettes!! She’s such a joy and she has a great personality!! Every time I come I will be looking for her!! I think her beautiful personality makes my omelette taste better!! Lol!! Oh and I will not forget our server Randy!! He was so pleasant!! His customer service was EXCEPTIONAL!!
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Mar 11, 2025
Extremely Disappointed
I have Bonvoy Platinum status, paid extra to book us in an ocean view room then used 3 upgrade nights to get us oceanfront. See picture for our balcony view of a rooftop. Unbelievable and so disappointing. This is the last time we stay here and will think twice about a Westin in general.
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Mar 09, 2025
Juanita-Queen Omelet Maker
My 5 star review is for Juanita at the omelet station. She did a supper job both mornings with my omelet. She was attentive and quick! She was very sweet and great at her job. My kids and group who we traveled with all spoke highly of the omelets they had as well! I’d return simply for another omelet.