We stayed using points as we are Platinum members. Our Stawood ambassador arranged everything, and everything went downhill from the moment we arrived. there was no one at the airport to pick us up, arranged, our room wasn't ready, and we sent to eat after fying all day with 2 smalll children. They said, maybe a 2 hour wait, due to a flood. I insisted we get one of the rooms after 1 hour, which they did. The front desk staff were unfriendly, unorganized and generally unhelpful during the entire trip, yet there was a ton of staff. We had to phone down 4 times to get the crib delivered, arranged, and yet it didnt come until almost 10pm. We were in a suite, and I will say that was the nicest part of the stay, ignoring the grout and caulking that came off under your feet every time you showered. My son wouldn't bath in the tub because it looked too dirty. (it was actually just the enamel of the tub chipping away). We needed goat milk for our infant, which was arranged and waiting for us, but the third time we needed to order it, we couldn't even get anyone to call us back, which went on for 4 days, and never did get it, or a phone call back. The Kids club was a total joke. if your children are girls, between the ages of 4-6, easily entertained by themselves, possibly good for you, but we were encouraged from the second we got there to NOT sign up for things, and it was a TINY room for the kids to play in. On parent's night out, they wouldn't even take our name down, because no one else had signed up for it, so I expect they didnt want to stay and work with just one child to watch. We asked which movie was playing for movie night, and no one had the answer. "whatever they send us, we play". Finally an hour before the movie,on our 3rd phone call, we heard back. The little chef's program was also a total disappointment. No one even showed up to take our son in, as they didnt have his name, also arranged. double arranged. We had to wait 45 minutes, as again, only we had signed up, and they just wrote us off. By the time someone came, my son was almost in tears, and didn't even want to do it. also. We witnessed the EXACT same thing again, the following Monday to another child.So sad, she was almost in tears as well. When I asked about the babysitting service for our one year old, no one was able to give me any indication of the people who were used (outsourced), or what their reputation was like, so needless to say, if the hotel staff in charge of the children's programming can't even re-assure you, my husband and I never had a night out. We learned from other guests that you could split up the all-inclusive package and just have breakfast and lunch at the hotel and go out for dinner, which the front desk said they didnt offer. we asked. We were told that tipping isnt necessary as there is a 17% surcharge added to each bill already, but every staff member told us that that was for their wages, and they didnt get tips other wise. There is no kiddie pool to speak of as the shallow area has spewing fountains, that with the wind, is in your face, and was knocking small children over. Most of the tme, the small children played on the pool stairs, as this was the only place shallow enough for them. Not the safest spot. The lounge chairs and cabbanas were filty. FILTY!! I was disgusted to sit on them, stained, filled with sand and tree branches, that for the 9 days we were there, were never cleaned off, even though we saw staff sweeping the ground. The pool staff were friendly enough if you paid them to help you, and mostly had to get drinks yourself, as they didnt have enough staff to serve everyone at the pool. Mike C. (the manager) did call to apologize for the chef incident, but never followed up, even when I called his office about the goat milk. He did however send a cheese tray. On our departure," crazy " Frank encouraged (hard) that we write something nice on Trip Advisor, which I never considered until he continued to mention all the way down to the lobby and even getting in the taxi, to "make sure you write that everything is HEAVENLY at the Westin." Nothing about this hotel was heavenly, except a flat screen in every room of our suite, so I finally got the remote to myself!! The entire trip, I thought...if this is how they treat Platinum members, who stay with Starwood at least 30 stays a year, how would they treat the average person, with no loyalty to the hotel brand? Perhaps because we booked on points....P.S...after you write a review here, you need to sign in to Facebook and give them access to everything in your Facebook profile, before they will post a review. It reads:
"TripAdvisor would like to access your public profile, friend list, email address, work history, status updates, education history, events, hometown, current city, photos, likes and your friends' work histories, status updates, education histories, events, hometowns, current cities, photos and likes." Lame. very lame.
the '01' rooms are the suites. we had 1101 joining to 1103 which gave us lots of room and 3...
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