Went to Guam with boyfriend to see a friend who lives there and thought it might be nice to spend a couple of nights at one of the resorts. Went for the Westin at friend's recommendation. Booked the Royal Beach Club room which included use of the executive floor equivalent (Royal Beach Club lounge on L21) cocktail hour and continental breakfast. Sounded good!
Check in at 'VIP' check in - no major issues except when I provided my address (central Tokyo) the two staff on duty (Japanese liaison and Korean liaison officers I think...) said "oooh, rich people!" which frankly I thought was tasteless...
Next, decided to take the friend to the Royal Beach Club lounge for a nice cup of tea, only to be told by the staff member who checked me in that only family and friends who are staying in-house can be brought to the exec floor. I told her that the conditions I had signed said that "Family and friends of in-house guests may use the Royal Beach Club - fees may apply" but she kept asking for my friend's room number. Appreciate that English was not her first language but conditions were fairly clear. Less than 30 minutes in and NOT happy.
Went back to room to find that the wall next to the toilet had a snot mark on it - yes, previous guest had picked nose and wiped it on the wall next to the toilet...and housekeeping hadn't noticed.
At this point, paying over US$250 per night, felt the need to complain. Went to the front desk and explained the two issues above. I showed the lady on the desk the T&Cs and she agreed that I was permitted to take friends/family to the Royal Beach Club lounge. Promised to send housekeeping to clean the wall but they never showed. At this point, lady who checked me in (Japanese liaison) had spotted me and tried to explain to me that the English T&Cs were wrong / out-of-date / whatever (Westin caters primarily to Japanese tourists) and that they needed to be updated. She indicated that not much could be done (had requested to move to a standard room with a full breakfast) because I had booked through a third-party (hotels.com) despite my being a SPG. Think that, but don't say it - is my advice. Pretty unimpressed.
Resigned to the fact that I was stuck, thought I'd make the most of it. Went to cocktail hour in the RBC. Let's just say I needed to lower my expectations even further. 'Cocktail' means about 5-6 spirits and about 3-4 mixers. You make your own drinks. On the bright side, the cheese plate was good...
Next morning, went to the continental breakfast in the RBC lounge. Pastries rubbery and scrambled eggs grey. Decided to go for the cereal and fresh fruit. Can't really mess those up.
Beach cabana after that. Nice enough but not really worth paying extra for.
That evening, a bit peckish and still smarting from the rather average continental breakfast, ordered the all day breakfast from room service. Expensive for what I got and eggs not cooked to order. Sigh.
Next day was better but spent most of it outside the hotel.
In short, would not stay there again. Realise that initial experience led to major confirmation bias but hotel should've tried harder and not made excuses...
Next three days we hired a car and stayed at the Santa Fe Hotel in Tamuning (away from tourist central), snuck into the Hotel Nikko to use the water slides (food MUCH cheaper poolside here), drove around the island and ate at the local restaurants. Was a lot more fun!
Royal Beach Club not worth it.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hafa Adai, Ms. jurimi,
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We sincerely thank you for choosing the Westin Resort Guam during your recent visit to our beautiful island, and for taking the time to share your thoughts and experience.
We are pleased to hear you enjoyed the beach front cabanas and the cheese selection offered during the evening cocktails in our Royal Beach Club Lounge. In contrast, we have taken note of your experience regarding your check-in, Royal Beach Club lounge access, lounge breakfast and room cleanliness. It is truly regretful that we failed to meet your expectations; it certainly was not our intention or reflects our team’s commitment to deliver the best guest experience possible; and for this we sincerely apologize. Please be assured that we take all feedback very seriously, it will strengthen our efforts and commitment to provide personal service and to ensure the level of service and faculties are consistent with the highest standards.
Should your future travel plans bring you back to Guam, we hope to be given another opportunity to welcome you back to the hotel, so you may experience a restful and pleasant stay. Until next time, be well. With warmest regards, The Westin Resort Guam.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.