We read reviews before purchasing a room with Marriott points for 11 days and 10 nights at the end of March. We reserved a room for friends, as well.We had emailed ahead to give the Elite desk our arrival time for room prep;however, our plane had a "mechanical" causing us to arrive 3 hours later than originally expected. We had requested an ocean view with access to a Marriott upgrade availability as a GOLD member. So, upon check-in we were surprised to find that our rooms were NOT ready.(Sadly, I honestly think that they had already given our first choices of ocean-views away to those with the earlier connecting on-time flight from other states) They gave us one, but had to put our friends luggage into it until their room was available (embarrassing for us as they are used to going to Hawaii for vacations and were not expecting this from a Marriott Hotel). We walked around the grounds for a bit and discovered that it was beautiful and treated ourselves to a cocktail at the lobby bar (wish that the lobby hostess would have offered a free tropical drink beverage upon arrival, since we had to wait for settling into our rooms). It had recently rained and there was ONLY one gal taking on the job of trying to dry off outdoor seating and tables :( She was doing her best, but Marriott Management needs to think of first impressions, as we do in our own homes. After settling into our rooms, and freshening up, we asked the bellhop for a recommendation for restaurants on St. Thomas; he suggested Mims; we thoroughly enjoyed it's beach-side atmosphere,food, and fast service.
Our maid (rm #3522) was sweet and left us extra body wash, since I had asked her about it. However, our friends in room 3506 had to keep asking for washcloths bc their maid only delivered one each time (What's up with inconsistency of training?). Our maid also replaced our sheets late one night when we turned back the main coverlet and discovered that our new sheet had fresh blood on it (Blah! Maybe she tore her fingernail, or something??!!). Both rooms had mold in the grout of the bathtubs (Maybe management can request maids to use a mold cleaner on the grout-lines, such as bleach??). The hallway was narrow due to being an older part of the hotel and they have a musty dirty smell ( I have asthma and ALWAYS take notice of dirty smells and dirty air filters)
The breakfast was worth paying for the full buffet to have your eggs or an omlett made to order. Antoinette is a lovely waitress and will take care of you with a pleasant personality of quality island hospitality; she is a FAST worker and keeps her customers happy.Maybe she should train the rest of the waitressing staff (?).
We had a saying of "being on island time" in all of the Marriott restaurants, bc they were very SLOW in servicing tables, whether you had a reservation or not. Havanah Blue was our favorite for dinners, but expensive.(And watch out for Ryan adding to your tip on your final bill; we had tipped him 20% and he doubled that! We corrected it at checkout, but read your bill carefully)
Take the ferry into the town of St.Thomas on days when the cruise ships are sparse and ask for George at the House of Rajah for great deals on jewelry.Glad that we took a taxi and didn't rent a car! Take the ferry into St. John and walk to the shops and take a taxi to the Trunk Bay Bh.for a whole afternoon (enjoyable!). The day spa in St. John looked nice, too! [We had wished that we had gone to St. Johns Day spa instead of the Marriotts, bc they messed up my original request for a couples deep tissue massage and gave us more of a hurried gentle massage bc we were there last customers for the day. The music stopped right at the beginning , no one asked us of any health concerns, filled out paperwork ahead of time, or even what scents we requested.(Worst professional massage ever!). I wanted to treat my wife.]
We had asked for an upgrade in our rooms when we checked in and there was no note made in the "system" until we continued to go to the front desk. We were finally moved to the newer building on day 7 and were pleased with the rooms' clean scent and even the size improved.We were on the 8th floor in #1803 but suggest and even numbered room across the hall for better views.
The 4 pools were nice and cool (not heated for evening swims). Having taught FL.lifeguards, I was happy to see staff finally clean and check the ph balances in the main pool. Sadly, the bar orders were not taken at poolside until our second week, bc the management didn't fill Diedra's position while she was off; she is irreplaceable and a super bartender/fast server! [Also, I might suggest that the "bar-pool" be made as an "adults only" (21+) pool, so that parents don't have children in the same pool as drinking adults] I would also suggest to Marriott making the poolside orders of individualized pizzas like tomato, basil,& motzarelli chz.on a crispy crust/flat bread and small appetizers. The iguanas are a bit intimidating when lounging poolside;Clap your hands to shew them away and do NOT feed them!
Wake up early and walk the grounds for exercise, play tennis, or watch a sunrise. Have a $4 c. of java from the gift shop and try one of the breakfast cakes...yum! But go and enjoy beautiful St. Thomas location on a cliff in the Carribean.
I rated this hotel lower bc of the slow service and the old building that we had to stay in the first week of our stay. As a frequent traveler (weekly for work), this has an ideal location on St. Thomas, but lacks the quality assurance of the Marriott branding expectations. We will return within the next year to see if it improves its' services toward Marriott Gold/Diamond members..
Ask for an Ocean view facing westward on a higher floor with an even numbered room & make sure i...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for the extensive review of all aspects of your visit. Your observations and suggestions are invaluable to our leadership team! I am so pleased that despite your mixed feedback, you enjoyed our resort and plan to visit again to experience our service improvements. If there is anything else you would like to add to your comments or if our leadership team can assist with your next reservation, I can be contacted directly at firstname.lastname@example.org. Thank you again and I look forward to hearing from you.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.