I contacted the hotel trying to book my accommodations for a one-week stay. I had a couple questions about which rooms have which amenities so I used the customer chat feature on their website, and then called the number given to me by the chat rep.
All in all, I talked to 3 different people, and every single one was comically unhelpful. My very first question was which of their rooms have kitchenettes - the website states that some do and some don't but when you are doing the booking, you can't tell. All 3 customer service reps told me that none of the rooms have kitchenettes, and when I asked how come their website says some rooms do, all 3 proceeded to argue with me, telling me that I was using incorrect words. Apparently, no one at Westin has any idea that people use the word "room" to describe a hotel room. In these people's minds, customers should know that if they want a kitchenette, they should use the words "suite" or "condo" because those come with kitchenettes while "rooms" don't.
Needless to say, in addition to being utterly unhelpful, all 3 agents made me painfully aware that I was a Very Difficult Customer wasting my Busy Customer Service Representative's time! Can't let people book a $1k per night room without a side helping of humiliation, can we... oops, not "room" - "suite" or "condo". Sorry Westin, I am just a dumb, unedumacated customer!
*** Update 1 ***
I got the information I needed from my travel agent and I am not happy. The room rate for January 2016 is $972 per night and it does not even include their "resort fee" - $20/day per person - or their kids club - $40 for half day or $70 for full day. First, if you are charging a cool $1k per night for a small one-bedroom, don't nickel and dime, just include the damn resort fee! Second, I have never EVER heard of a resort charging extra for kids club. That's just... insulting. I guess Westin wants to be the Ryanair of resorts - next year, they will be charging the check-in fee and the bathroom access fee. Ugh.
*** Update 2 ***
Another update now that we are actually on St Maarten, staying at a different resort.
First, if you are a family, forget the Westin Kids Club. You have to reserve it the night before, which is stupid because it's an island and you never know when it's going to rain and you will need your kids to have something to do other than the beach, and even worse, they will not take your kiddo unless there is a minimum number of kids available or if you are not staying with them. Combine this unreasonable reservation policy and the fact that no one ever picks up the phone, and the end result is that Kids Club is almost always closed.
Second and most important, for about a third of the price of a small one-bedroom at Westin (literally, $350 per night vs. over $1k per night) we've booked a beautiful two-bedroom condo next door: huge modern architect-designed space right on the water, a spacious kitchen, daily cleaning service, concierge, pool, gym, luxurious beds, high speed internet, steps to grocery and restaurants, etc. There is just no reason to use Westin, with their purposely confusing reservations system, rude customer service and overeager timeshare salespeople, when you have superior accommodations next door for a fraction of the price! We've booked at the Coral Beach Club next door but there were plenty of other options available on Airbnb. read more