The Westin Resort Guam

This was my response to the GM's request for feedback: Greetings, I am writing to express my disappointment regarding my recent stay at your property. As a loyal Marriott Bonvoy member for over 20 years, with 18 years as an Elite member and over 820 nights stayed, I have come to expect a consistent level of service from Marriott properties. Unfortunately, my experience during this stay fell well below those standards. Upon arrival at the normal check-in time, I was surprised to find that the Bonvoy Elite check-in counter was closed. There were only two representatives working at the front desk, and about four guests ahead of me. Despite my Elite status, no one checked to see if any Elite members were waiting, and I ended up waiting about 30 minutes before being assisted. This lack of recognition and efficiency is highly disappointing and unacceptable. As a Platinum Elite member, I was initially upgraded; however, since I arrived early, I was downgraded to a lower room category without any notice or option to wait for the upgraded room. I would have preferred to return later had I been given that choice. Additionally, the room I was assigned (Room 1523) was uncomfortably warm throughout my stay. Despite setting the thermostat to the lowest temperature, the air conditioning barely functioned. I initially assumed it was due to the afternoon heat, but even later in the evening, the room remained warm and uncomfortable. Of course at that point, I was too tired to request to be moved. I have stayed at Westin properties many times before, and this type of service and room condition is not what I have come to expect from your brand. I truly hope these issues can be addressed and improved upon. I enjoy staying at the Westin Guam and would prefer not to consider other options when visiting the island. Thank you for your attention to this matter. I look forward to your response and to seeing improvements during my future stays.

Here for just over 12 hours on our way to Chuuk Lagoon. Very nice hotel, with spacious rooms, comfortable bed and good bathroom. Can’t ask for much more. One of the best hotel WiFi I’ve ever used.

We had a 2 week stay on Guam at the Westin. The hotel rooms are little dated and in need of updating. The property grounds are beautiful. The location is also great. I am a Platinum Elite member. I had expected an upgraded room when I checked in, however only received a small outdated room. To make matters worse the AC in this room was not working. I made a call to the front desk to inform them of the AC not working. They offered to send up a mechanic, however it was late and we were tired already. I ask to be moved to a bigger room with functioning AC. Billy, the Manager, contacted me the next morning. He was such a delight to work with. He assured me that our needs would be taken care of. Later that afternoon we were move to a nice spacious room with excellent AC. Billy continued to check on our us thru out our stay. He was very friendly, professional and certainly customer service oriented. Billy made our stay at the Westin very enjoyable. Thank you Billy. Keep up the excellent customer service.

Yes

Beautiful beach during night

Stayed: September 2025, family trip (birthday celebration) We visited Guam during the rainy season in September, which was slightly off-peak. We arrived very early in the morning, and luckily there was no waiting time at check-in since only one staff was on duty. The staff was very kind and accommodating — although we didn’t expect it, they allowed us to check in early. This was such a lifesaver after a long flight, and I really appreciated their thoughtful service. Room: There are no pajamas provided, so bring your own if you need them. Slippers were available. I had booked an ocean view room, but unfortunately, the Reef Hotel was directly in front, blocking the view. This was a little disappointing. Honestly, that room should be classified as a partial ocean view. However, since I was grateful to be able to check in early, I accepted it. (Room XX24). Dining & Lounge As a Platinum Elite member, I enjoyed both the breakfast and the lounge. The lounge was excellent, with good light snacks and a pleasant atmosphere. However, the Starlight BBQ was a disappointment. The payment process was confusing — part prepaid, part paid on-site — and each time I had to fill out a tip section. When I chose not to add an additional tip for the on-site drinks (since service charge was already included), the staff seemed quite unfriendly, which left me with a negative impression. Also, the two appetizers included with the BBQ were exactly the same as what was served in the lounge, so I had expected something more unique. The view, however, was wonderful. Service & Housekeeping Overall service was good, but housekeeping failed to replace towels for two days in a row, which was frustrating. After that, I just used the "Do Not Disturb" sign. On the plus side, when I reported issues via chat, the response was quick, and the items arrived within 30 minutes. The chat function was very helpful, especially since I’m not fluent in English. Food I really appreciated the salad options. There seem to be more Korean dishes now — which were tasty — but I also wished for more international variety. Location The location is absolutely perfect. Other Notes At checkout, the process overlapped with a large group of military personnel checking in, which caused delays. Eventually, the hotel opened additional counters, but it would have been better if this had been done earlier to ease the wait time. Overall Despite some disappointments with housekeeping and Starlight BBQ, the staff’s kindness, the excellent lounge, and the location made this a memorable stay.

ベビーに優しく、サービスがとても良かった。 スタッフさんの案内も親切だった。 滞在中ベビーカー貸し出し/無料のキッズルームが充実/クマのぬいぐるみプレゼント/ウェルカムワインボトル・マカロンのサプライズ/プール・ビーチへのアクセス◎

シャワー・バスルームの掃除が行き届いていなかった。 コンディショナーの補充がなってなかった。 エレベータールームの植物が枯れていて残念だった。

Beach access and shopping