The Westin Resort Guam

I’m local and this has been really disappointing. I’m a Club Marriott member, and the full membership and benefits cost me $1,400. If you sign up with another person, it’s $700 each. My advice is not to buy it. In December, I made an advance reservation for January 30th using my Club Marriott room voucher. When December passed and I still had no confirmation email, I found out they had no record of the booking. I went to the hotel to arrange it again and learned the booking team isn’t even based on Guam. The issue was eventually sorted, and the manager on shift upgraded our room without me asking. On check-in day, January 30th, my husband and I found the upgraded room unbearably hot, even after adjusting the thermostat. The AC didn’t work. Engineering changed the setting, but after dinner it was still hot and damp. My husband called Engineering twice with no result. An engineer came up, apologized, said they would fix it, then never returned. When my husband followed up, the front desk called and Ms. Mirian questioned and insinuated that the room was hot because of how many people were there. I took over the call. The others weren’t staying in the room, just visiting temporarily for a gathering to celebrate Christmas, new year, and thanksgiving together. It was embarrassing and very disappointing. I paid all that money and was treated this way. With Guam’s economy struggling and businesses closing, it’s especially upsetting that they won’t refund me. I have to ask upper management for approval on Monday or Tuesday. Westin wasn’t like this before. As a local, I’d tell tourists not to book with westin. All of this makes me feel like it may have been done on purpose. **Watch for an automated response to this review from Eric Simon, Marketing Manager…**

The rooms are quite good, and the location is excellent, close to everything in the area and with easy access to the main roads. I knocked off a star because the humidity means the AC has to run all the time, and I’m not much of an AC person. The room’s water wouldn’t get hot. They tried to fix it, but couldn’t, so the staff moved me to a different room that evening.

The location is the only good thing. As a titanium and lifetime platinum member, I’ve had what was probably my worst experience, even compared with other Marriott hotels in the US. From before check-out through after leaving, it was frustrating enough that I can’t be bothered to describe it. I made serious complaints afterward, and my advice to them was to retrain the whole hotel staff.

At least the location is good. The rooms are average, and only the upper ones have been renovated. They’re all noisy, and getting service is difficult. I’m a Marriott top-status member with upgrade awards, but they never got back to me and we weren’t upgraded. The free breakfast and dinner upstairs are often empty, and they act as though you’re rude when you ask them to refill things.