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The Westin Resort Guam

4.5 out of 5.0

Recent guest reviews

Poor service - tried to check-in at 3pm; however room was not ready. Disappointed in the service provided by hotel employees. Management should look into addressing this issue. If hotel unable to accommodate posted schedule then they should update information provided to guest of hotel.

Stay here because of work. The ac vent is dirty, room smells moldy (made my allergy worse), glass shower area full of thick scum and the beach water has no fish or coral. Westin is supposed to be a brand hotel but this facility is going down fast due to lack of good cleaning.

There's no better words but the worst experience that I had on this island!! The service is bad, no housekeeper cleaning the room, unless we told them to. The service counter sucks, they are all Japanese and they discriminate Chinese. I strongly unrecommded this place!!

I am a frequent business traveller to Guam and SPG Lifetime Gold, I have stayed a fair share of nights in Westin Hotels as well as most of the other Starwood Brands, so I have a good idea of the level of quality to expect as well as a hotels ability and responsibility to accommodate my disability in the United States and the US Territories. I can say without a doubt that this hotel fails at both quality standards and ADA accommodations. When I checked in to the hotel I was greeted by a frenetic Rooms Manager Kayoko, who wanted to ensure that I knew that she did everything possible to accommodate my American with Disabilities Act request, she stated several key issues that are listed in my SPG profile and that gave me confidence that she had read and understood the extent of my condition that led to the ADA request. I was somewhat taken aback when I entered the 17th floor to find air fresheners lining the hallway, local guide even commented that the hallway smelled like a truck stop bathroom - the scent was strongly of air freshener and not of the Westin signature scent. Though the hallway was overwhelming, and I was excessively busy on this trip I made due with the assigned room since I the air freshener did not permeate into my room. I also managed to avoid the hall as much as possible by taking the elevator on the beach side. Almost immediately upon arriving at the hotel I attempted to take a shower, but the she shower overflowed the shower pan flooding the bathroom. I called the hotel operator and reported the issue, I waited for an hour for someone from engineering to come and address the issue, but no one did. Luckily turndown service came and I explained to her that I was waiting for someone to resolve the issue, she came in and dried the floor but could offer no assistance with the clogged shower. I was already late for a dinner appointment so I had no choice but to shower with the hand held unit in the bathtub (there is no wall mount for this room). I arrived back to the hotel late that evening and attempted to sleep. The room was quite warm (25C) and this was the coolest temperature that could be achieved by HVAC. It was late and I was tired so I endured the night in the warm humid room, I called the hotel operator in the morning and reported the HVAC issue as well as the issue with the shower that was never addressed. I returned late Monday evening to find that neither issue was addressed. Again, I was too tired to deal with the issue, so I called before leaving the hotel on Tuesday morning only to arrive back that evening to find the issue had again not been addressed. I called yet again on Wednesday morning. This time I had a break in my schedule mid-day and I came to check on the room to see if the issues had been addressed since I did not want to endure another sleepless night at this hotel. When I arrived at the 17th floor I was overwhelmed with the scent of oil based varnish, and was only able to make it to my room long enough to verify that the HVAC had once again not been fixed. I went to the front desk to discuss with a manager on duty. There were no managers available to talk to, so I waited briefly but ultimately needed to return to my meeting. I was able to speak with someone at the SPG Gold Desk and she arranged to have Kayoko call me. Kayoko escalated the HVAC request and possible the bathroom flooding request, but there was nothing that could be done about the varnish fumes. She suggested I use the beach elevator which I had already been doing and I noted that the elevator was quite slow. I decided to come back to the hotel before my dinner appointment to check on the room so I would not have to deal with any issues later in the evening. When I arrived at the room I found that the HVAC was cooling better, but it appeared that they had used cleaning chemicals in the room to cover the overwhelming moldy smell. This is despite the fact that my ADA request was specifically in regard to the use of cleaning chemicals in my room, something that Kayoko assured me would not happen during my stay. At this point the only option was for me to use a N95 face mask and pack my belonging to be moved to another room. Kayoko waited outside, I walked out of my room and we went to the new room. In this time Kayoko was very apologetic and stated that there is no way to change what happened but compensation would be offered. I stated that compensation in the form of a folio credit would not be acceptable due to reimbursement issues. I added that it would be appropriate to make amends after what I endured. She assured me that the issues experienced were "internal issues" that the hotel would "need to work out." On top of the issues referenced above, I have to add that this Westin is one of the dirtiest hotels I have visited in quite some time. The glass of the shower enclosures looks like it has not been cleaned in years, the carpets are soiled and are worn out where they meet the tile, the wallpaper is peeling and poorly repaired, and the amenities are not even standard Westin amenities. This review is an accurate reflection of the service failure this property offered me, not to mention the failure of the property to honor my ADA request. Also the terms and conditions of stay are quite draconian and not even enforced. I was unable to use my balcony as there were consistently people outside smoking on their balconies, though this is specifically prohibited in the terms of stay. If you want a trouble free trip this is not the place to stay.

조식 서비스가 정말 모텔보다도 못합니다. 여행 망치고 싶지 않으시면 다른 곳 선택하세요. 조식 쿠폰을 모르고 안가져와서 방에 얼른 다녀오겠다고 직원들한테 최대한 예의바르게 죄송하다고 사과했습니다. 무슨 곤경에 처했는지 모르겠으나 저보고 다짜고짜 hurry up! 이라고 소리칩니다. 머리를 쥐어 뜯으면서 저희를 쳐다보면서 다른직원이랑 귓속말 합니다. 쿠폰을 바로 가져오니 다른 직원이 받아들고선 "쿠폰!! 쿠폰을 항상 꼭 챙겨야돼 잊으면 안돼 알겠어?"하면서 제 얼굴에 대고 쿠폰을 막 흔들어댑니다. 저희 아버지가 커피 좀 더 달라고 hey라고 했더니(60대 아저씨 영어 잘 못하시고 hey가 저기요 인줄 아심) "hey???????? you should say EXCUSE MEEEEEEE!!!!!!don't say hey!!!!!!!!" 라고 소리치네요. 한그릇도 제대로 못먹고 나와서 컴플레인했고, 그 공간에 그 사람들이랑 다시는 식사하고 싶지 않아서 방에 조식을 해결하는걸로 마무리 했습니다. 거기 모든 직원이 손님을 가르치고 싶어서 안달입니다. 많은 곳 여행 다니면서 여기만큼 호텔 서비스 최악인곳도 앞으로 찾기 힘들거 같네요. 투몬근처 호텔 원하시면 왠만하면 웨스틴 가지마세요. 이런 수준낮은 서비스가 조식에만 국한 됐을거라고 생각되지 않아요.

Prego!!!!!! Best experience when lunch special is life. Adults with free lunch for kids. Lol Wow, try the lively pizza making for kids while mom or dad or grandparents are enjoying there Saturday Midday with great food and company. Call Prego at The Westin 647-1020

It was a 4D3N stay at the end of May, 2017. Everything goes well, none of my past downside-experience appears! The morning I was about to leave for airport at 3:15 am. I accidentally lock the rental car when engine is on while vehicle is parked in front drive! Once the front desk lady notice my situation, she contact the car rental right away for spare key. Later call locksmith after rental company cant do much due it was 3 am and spare key can only be obtain in normal office hour! Finally at 3:45 am, everything solved nicely and really appreciated the help that front desk lady offered! Thank you Westin! Thank you very much! ***Friend Reminder*** The bed close to window side is lumpy on the left hand side, but if you mange to move a bit over to the right that would solve the night. I guess the springs are weaken due to the used over time. Please make sure next customer sleep well!

First of all, we didn't feel welcomed upon check in (no one stood at the entrance, staff not smiling). The room was dated but was big & clean with a stunning ocean view tho. Not many options of food for buffet breakfast and it costs around USD30 per person which is not too worthy. Staff is not welcoming at all especially the housekeeping team. Bathroom amenities were not filled properly and we need to call to ask for (not asking for extra but only those need to be filled daily) every single night. The housekeeping ladies always pull a long face like I am too demanding or owing them a lot. Few things adding more comfort -Staff in the pool area was actually paying attention to guests and providing good services. -Location is good which surrounded by restaurants and malls. -Clean private beach.

Room is clean. Beds were comfy. Nice amenities; walking distance to a nice beach. Close to a lot of restaurants in Tumon. I stayed in a standard room. I think the only draw back is the aircon. I like my room really cold especially since it's the summer and I live on an island. The room temperature was cool borderline warm.

When I arrived, I was puzzled to see no one at the entrance of the hotel, no staff on standby. I had to drag my two luggage from the taxi stand all the way to the reception on my own. Nevermind that there wasn't any warm welcome, I didn't receive any help with my luggage at all. Nothing prepares me for the rude shock when I got to my room, it looked absolutely old and run down. Desperately needed a major overhaul. And I don't know why the hotel gave me a room for old folk, when I am only 41. The room had all the elderly assistance features like hand railings in the toilet, no wardrobe, just metal rack. I was hesitant to use the shower as the shower head was covered with lime scales and the stopper for the tub was rusty. And the I think the hotel allows guests to bring their pooches, because whenever I walked passed a certain room, I heard dogs barking. I do like dogs, but I don't think I like to hear barking at the time I walk to my room. Some staff are friendly but some were like robots, minus the efficiency of the machines. I must say they are not getting me back any more, unless the hotel undergo a major renovation.

105 Gun Beach Road Tamuning

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free parking
  • Onsite dining
  • Spa

Located in Tumon, The Westin Resort Guam is within a 5-minute walk of UnderWater World and within 15 minutes of other popular attractions like Tarza Magical Adventure Zone and Water Park. This 432-room, 4.5-star resort has 3 outdoor pools along with a full-service spa and 4 restaurants. It's on the beach and also 0.6 mi (0.9 km) from Tumon Sands Plaza.


Dining

Get your fill of Japanese cuisine for lunch, or dinner at Issin Japanese Restaurant, one of 4 onsite restaurants, or enjoy the ocean views at Prego. Savor a meal from the comfort of your room with 24-hour room service, or get a quick energy boost at the coffee shop/café. For your convenience, a buffet breakfast is served for a fee each morning from 6:30 AM to 10:30 AM.


Rooms

All of The Westin Resort Guam's 432 air-conditioned rooms provide balconies, refrigerators, and coffee makers. LCD TVs come with digital channels, and guests can stay connected with wired Internet and free WiFi. Bathrooms offer deep soaking tubs, hair dryers, and free toiletries, and pillowtop beds with premium bedding and down comforters ensure a restful night. Free newspapers, free bottled water, and laptop-compatible safes are other standard amenities.


Property features

Guests of The Westin Resort Guam have access to a full-service spa, 3 outdoor pools, and a children's pool. Onsite parking is available, both free self and paid valet parking (USD 4.00 per day)—also useful is an airport shuttle (available 24 hours) for USD 30 + 10 per additional person(over 12) per person one way. The front desk has multilingual staff on hand 24/7 to help with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this beach resort include a 24-hour fitness center, free WiFi in public areas, and 6 meeting rooms.

Room options

Club Room, 2 Queen Beds, Non Smoking, Ocean View (Royal Beach Club)

Queen 2 | Sleeps 3

Royal Beach Club, Non-smoking: 2 Queen Beds, Ocean View Room

Queen 2 | Sleeps 3

Room (Royal Beach Club Ocean Front Suite)

King 1 | Full 2 | Sleeps 3

Executive Suite, 2 Queen Beds (Royal Beach Club Executive Suite)

Queen 2 | Sleeps 3

Reviews from Trip Advisor

Trip Advisor aggregated rating

77% of guests recommend this hotel

Total of 1181 reviews