My family and I stayed at the hotel for 4 nights. Upon our arrival, we were checked into a dusty/dirty guest room with no HVAC. After 3 trips from maintenance and 1 trip from housekeeping, the room became acceptable; however, we still went to the nearby grocery store to purchase cleaning supplies to re-do it ourselves. The Housekeeper swept up old candy, wrappers, a tremendous amount of sand and a dirty/used band-aid. She was VERY apologetic. The next morning, more of the same with the HVAC. Engineering was called as the room was around 78 degrees. With our experience, we went and rented a day-use room at the Westin Resort on Seven Mile Beach - now that was a hotel… Came back to room around 7:30 PM and it was 82 degrees. . . even worse. They offered to move us to various different rooms; however, every room (3) that we went into had the same issue. . . HOT rooms. The entire corridor we stayed in was warm and musty smelling. We spoke with a lady in Housekeeping and the Front Desk and they offered to do a full clean of the room. . . this was done.
I asked that they contact the Manager and was told by the staff that they would have to leave a message for him - Mr. Green the GM who lives on-site at the property. The first night we arrived, he was called, but out. The next morning they called again and still no response. I asked that the GM call me regarding the issues never heard from him. I did receive a credit on the room - appreciated, but disappointed he didn't make an attempt to reach out.
Another big disappointment is the Hotel's assumed "policy" of the credit card authorizations. While my total charges for the stay were estimated around $1,000, I sit with just over $1800 in authorizations on my card. The Hotel auto-authorizes for $50 per day ++ and all the staff say is that it is policy and I signed authorizing this. . . when I asked to see what we signed, it doesn't show anywhere on the registration card signed at check-in. It isn't an issue as I have receipts and have a higher limit credit card; however, if you are traveling on a budget and have a specific amount to spend or use a debit card that auto pulls from your checking account, be aware. . . they have a sign at the desk that talks about this and the non-acceptance of overdraft fees (normal in the industry).
The staff at the Hotel are good. There is one guy at the desk and a female server in the Blue Iguana restaurant (our first night) that seemed bothered anytime you asked for anything. The female server was even annoyed when we asked for towels after she spilled a glass of water on my son/mother.
Lloyd (Bellman/Driver), Henry & Eddie (maintenance) and the lady at the desk in the evening (Sheila/Shelly??) were wonderful. They would have stopped at nothing to ensure our stay was wonderful and we were enjoying our time.
The Hotel is surrounded by a beautiful golf course and while not on Seven Mile Beach, it is conveniently located to nearby beaches and convenient to get around. The Beach at the Hotel is something this Hotel should not market. . . there really is no beach. . . just a significant amount of rocks and debris to the beach.
This Hotel has a significant amount of potential and offers a good value for travelers not wanting to stay on Seven Mile Beach and the rooms sizes are great. We had a 2-Bed/2-Bathroom Grand Villa and was perfect for our family of 5.