1) Turnover - When I started the group bidding in October 2012 the Director of Sales was Nancy Williams, but once I made an inquiry the General Manager at the time Juan Fernandez referred me to the new Director of Sales Mr. Phil Roseman. When then booked the event with Mr. Roseman and even met with him in NYC, as he lived there, to discuss the details. The general manager has changed as well.
2) Poor Communication - My mother attempted to contact Mr. Phil Roseman in reference to our contract via email and phone and had no response. It wasn't until I called the hotel in regards to reservations in which I asked about his whereabouts and was informed Mr. Roseman was no longer working for Windward. I received the new contact person now, Kellie Greaux. My mother and I spoke to her via email and phone and she wasn't even aware of our contract for the wedding reception. This was the first week of June a mere 2 1/2 weeks before my event. Kellie then said she needed to revise the contract in a format she was used to and finally got the contract together and did work with us.
3) Poor communication with Financial concerns - My mother was alerted on her account that an incorrect amount was removed from her account than agreed for the reception. When we spoke to Kellie she researched it and said it should have been the full amount and was sure that the amount removed from my mother's account was something else. In between this mess, my husband had talked to the general manager, now Fahid Syeh (may have misspelled this) about tasting the food. It wasn't until my mother and I went to the front desk frustrated that Kellie had did not further research the issue and the money was still authorized from my mother's account that the general manager presented himself. Things initially got very heated and we all sat down and clarified that there is no specific accounting dept as Kelli referred too and that the money is placed on hold and not fully charged until after the event is over. We understood that, but this was not what Kellie relayed to us or knew herself. Nor was she available the day of the reception as she said she would be to ensure everything went well.
4) Rooms - The rooms were very subpar. They did not try to keep the rooms close by. Some people were on different floors. I asked the lady in charge, Linda Nelson, who was very nice, and she said most of the rooms booked are doubles, so they will try their best. There were a few rooms that had double beds that were taken by other people and the rooms were right next door to us and they checked in afterwards.The first day my mother's room had a creature in it we could not find and had maintenance look for. Yet a few days later we found that it was a mouse as it came back out in the evening. They moved her to another room, but the manager said oh all hotels in St. Thomas have mice. In all my stays in St.Thomas, more than 4 occasions and other islands, from timeshares to hotels, I have NEVER experienced mice. Once moved there was also a roach in the new room. When we checked into another room, in which we had my 3 yr old ring bearer, he picked up a piece of glass in the room. This was also their first day. Most of the rooms on the 2nd and 3rd floor recked of mold and one of the room's shower curtain had mildew. They NEVER changed the sheets only made the beds. Some of the women had to request their sheets to be changed. There was very loud construction every morning as they were still renovating some rooms. Throughout the construction, they left mattresses uncovered in the rooms. When one of my guests asked if they could change their room because of the noise they refused. I'm guessing the mice may have come from the construction as well. The last night one of my friend's watch and bracelet was stolen. The thermostat in our suite was old and had asian writing, so I wasn't sure on how to operate it but we made the best of it. Most suites I've been in would have a stocked fridge or gift which this had none, but this wasn't a major concern to me amongst other things. Not to mention some ex-employees that worked in a nearby restaurant informed us that they have a class action suit against the hotel. The food in the restaurant was ok and they had no activities going on.
Anytime, we tried to talk to the manager to voice our concerns he immediately would get defensive and walk away. I would never return to this hotel again as there are many issues there. This is by far the worst stay I have ever had and I was even more embarassed as I had my family and friends to endure such difficulties.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.