Our problems started from the moment we checked in at the Marriott St. Kitts. When we found out that our room was in the worst possible location and did not have a balcony, we requested a room change. We were told there were no other rooms available and that guests would be checking out the following day. A note was put in the system for our request and they told us that they would get back to us. That never happened. So we took the initiative beginning the next day and went to the front desk. Additionally, we went back to the font desk on three separate occasions, plus we called from our room to check on our room change request. Our request was denied each and every time. We realized our requests were denied in part due to Delta Airlines having booked 240 rooms for the 480 people it brought to the hotel for a sales incentive trip. It appears that this party was given preferential treatment . We, as Marriott Premier Members, were overlooked. In the past 3 years, we charged more than $180,000 on our Marriott Visa. Clearly, a large corporate group was deemed more important than our family. An excellent staff is proactive. A decent staff is reactive. The staff at Marriott St Kitts is inactive.
Our room, with no balcony, put a major damper on our trip. We were traveling with our young daughter. It would have made a world of difference if we would have had a balcony. We could have sat out in the balcony in the morning when our daughter was still sleeping & again late in the afternoon when she napped. However, we felt trapped in the room because there was no balcony.
We were not able to control the temperature of the room. If the fan/air was on, it would get freezing cold. Without it on, the room was stuffy. Opening the windows did nothing to help the temperature. This made sleeping uncomfortable. Again, a balcony would have allowed for fresh breezy air to cool the room. Also disturbing our sleep one night were people playing tennis after 10:00 p.m.. Our room overlooked the tennis courts.
We only got turn down service when we asked for it. And then a couple of nights, used towels were left on the bathroom floor. The towels at the Marriott St Kitts need to be replaced. So many of the towels were worn out and thread bare. Large clumps of hair were not cleaned from the bath surround day or night. When we needed a new box of kleenex, it was left for us on the counter, but it wasn't put in the decorative kleenex holder. We ate Oreo cookies in bed (not as though we could eat on our balcony). And yes there were crumbs. When we pulled back the covers to go to bed the following night, all the cookie crumbs (which are black) were still in the bed. The headboard on one of the beds was broken and a hazard. Good thing I brought sanitizing cleaning wipes to clean off dirt on the hair dryer, counter & light switches.
We find it shocking that a hotel with the Marriott name would have a porn channel. This is a free tv channel, not something you have to pay in order to access. We were not able to have our daughter use the remote, because of this. We are offended by this.
Pool chairs and cushions are in need of repair and or replacement. If you sit at the north or south pool, there are no towel stations and you have to go to the main pool for towels. This is very inconvenient, especially with a child. One afternoon, water coolers at the south pool were empty. They had been this way for 90 minutes. When I went to our room for a minute, I called guest services and let them know about the problem. They said it would be taken care of. Two hours later, there was still no drinking water in the coolers. Another day, drinking water didn't arrive until 10:45 a.m. The south pool was also in need of cleaning. There were ponytail holders, hand wipes and snack bags in the water.
The Delta Airlines group brought in two live farm animals (donkeys or ponies) for an evening event. These were kept by the outdoor stage. The next morning around 10:30, we had to scoop up our daughter to prevent her from stepping in two huge piles of animal dung. This is disgusting. It had been daylight for several hours. There is no excuse to have dung on the ground the morning after an event. Speaking of poop, there were several little piles of bird droppings on the ping pong table too.
The landscaping on the property leaves a lot to be desired. There are dead and dried up leaves in numerous planting beds that should be cut out. Weeds were growing all over the beds. The property does not have a lush tropical feel and is anything but luxury. It is one that needs lots of TLC. We ate Marriott food (cafe off of lobby and pool food) twice. It was consistent with the rest of our stay.
The decor in the lobby looks at though it came from various warehouse sales.
Upon our return in Feb. 2913, Marriott emailed us a survey regarding our stay. The above comments were sent to Marriott along with our email addresses. Not surprisingly, we never heard back from Marriott. We have basically stopped using our Marriott credit card. This hotel is not owned by corporate Marriott, but by a Canadian businessman. it is a shame to have e Marriott name on this property.
Adding to the expense of this vacation were the outrageous taxi prices. Round trip fare for many restaurants is $50 US. The round trip fare for one of the beaches is the same. Ciao, just a short walk or a $16 round trip cab ride was the highlight of our stay. Incredible homemade Italian food. Also, at lunch they have pizza to go.
I have learned that we would have been better off using our points at the Ritz in St Thomas in addition to paying for a few nights.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.