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Reviews of Pacific Star Resort and Spa

4 out of 5
Pacific Star Resort and Spa
627b Pale San Vitores Road, Tumon, Tamuning

Reviews

7.0

Good

Rating 10 - Excellent. 173 out of 999 reviews" "
Rating 8 - Good. 380 out of 999 reviews" "
Rating 6 - Okay. 247 out of 999 reviews" "
Rating 4 - Poor. 133 out of 999 reviews" "
Rating 2 - Terrible. 66 out of 999 reviews" "

6.4/10

Cleanliness

7.4/10

Staff & service

6.2/10

Amenities

6.0/10

Property conditions & facilities

4.0/10

Eco-friendliness

Reviews

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
I have stayed at this hotel in the past, and the amenities were great. They said that because of covid-19, everything was closed. The restaurants, the spa, the pool, the bars, the gym, the concierge, even some of the entrances to the hotel were all closed. Other hotels seemed to be open and operational. I really wish that they had found a way to make it work. This hotel has a lot of potential, but with everything being closed, I found out hard to overlook the old and aging property. The elevators almost got stuck a few times. The air conditioning could not keep up in the middle of the day. On high cool, our room was up to 77 even with an extra fan from the front desk.
Stayed 10 nights in Jul 2021

2/10 Terrible

NadiA

Business traveller
Disliked: Property conditions & facilities, room comfort
Hot, no power for several nights, run down
We have stayed at this hotel many many times, as we travel to Guam for business very frequently. It's getting a little older, but was still a nice hotel until this last trip. The power went out on 3 different occasions during the 10 night stay, effectively locking us out of our rooms until 2 - 4 am on all 3 nights power was out. Additionally, the AC units were not working, and the rooms were incredibly hot, with no air circulation. All the guests were on the 16th floor, and all other floors blocked off (not sure if this was due to Covid or not.) The pool is also closed due to Covid, which is understandable, but frustrating due to the heat. The hotel is getting very run down and definitely needs to make some drastic improvements soon!
Stayed 7 nights in Jun 2021

4/10 Poor

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Property and service has deteriorated beyond belief.. it used to be a decent place to stay.. no longer there..
Stayed 6 nights in Jun 2021

6/10 Okay

Verified traveller

Stayed 2 nights in Jul 2020
Response from Jessica on 11 Aug 2020
Thank you very much for taking the time to leave us a feedback! We will continue to work on improvement on our products and services!

4/10 Poor

Verified traveller

Stayed 4 nights in Jan 2020
Response from Jessica on 5 Feb 2020
Hafa Adai! Thank you very much for taking the time to leave us a rating! We sincerely apologize for not meeting your expectations. We will continue to work on improvement on both our product and service. We hope that you'll visit us once again and allow us the chance to serve you better.

6/10 Okay

Joanna

Liked: Staff & service
The service was outstanding. The people we encountered were extremely friendly. However, the resort needs some help. The AC was mediocre at best. Which created a huge humidity problem. The carpet felt almost damp when you stepped on it barefoot and the tile in the bathroom was actually wet with humidity. The room rarely got below 80 degrees F. Which made it difficult to sleep. To be fair I didn’t report it until the last day. But it was not addressed to my knowledge. The room Smelled stale and moldy as the days went on. With a little TLC this resort could be outstanding. But in this shape definitely not worth the price!
Stayed 4 nights in Jan 2020
Response from Jessica on 30 Jan 2020
We apologize for not meeting your expectations. We will continue to work on improvement on both our product and service.

4/10 Poor

Verified traveller

Travelled with family and small children
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
The view was amazing... my kids were happy to be spending the weekend at the hotel. Unfortunately, we checked in @ 3:00pm & checked out at 12:am the following morning. The room was dusty, the carpets felts weird & the AC wasn’t working. We assumed that the room would’ve gotten cold by the evening and tried to remain optimistic about the room.We called front desk around 11:00 pm and was only informed that there was a problem with the AC for the entire building. Thank you to the staff for understanding. I Hope next time around the conditions will improve.
Stayed 1 night in Jan 2020
Response from Jessica on 26 Jan 2020
Hafa Adai from Pacific Star Resort & Spa. We apologize for any inconvenience you may have experienced with us during your stay. Please rest assured that we will take these matters into full consideration and share it with our team involved. We hope that you will re-consider staying with us once again and that we will be able to address these issues before your next visit.

4/10 Poor

Verified traveller

Disliked: Cleanliness, property conditions & facilities
Nope
This whole hotel needs a reno. The rooms are so old and dated. The worst was the dirty and smelly carpet. There was not one place in the room that didn't look delapatated and in need of repair, from the cocking om the shower, old furniture, stainijg, etc. We won't stay here again. It literally felt like staying at some highway inn motel.
Stayed 1 night in Dec 2019
Response from Jessica on 13 Jan 2020
Thank you for posting a review of our resort. We apologize for any inconvenience you may have experienced with us during your stay. Please rest assured that we will take these matters into full consideration and share it with our team involved. We thank you for your comments and look forward to having you once again as our valued guests and hope that you will allow us the opportunity to serve you better.

8/10 Good

Joseph, Guam

Travelled with family
Liked: Cleanliness, staff & service
It was a good idea to have a good time and an original post on my own experience and the most important thing is to be understood.
Stayed 1 night in Dec 2019
Response from Jessica on 6 Jan 2020
Hafa Adai! Thank you very much for taking the time to leave us a feedback! We are glad to hear that your are overall satisfied with your stay! We look forward to your next visit!

8/10 Good

Marilyn

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Dec 2019
Response from Jessica on 27 Dec 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We are happy to hear that you are overall satisfied with your stay! We look forward to your next visit!

4/10 Poor

Joey

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Run down resort
The resort felt and looks as if it was very run down. Carpet was so dirty in my room that my feet got black. Struggled to get any information from the front desk on what to do or go on island.
Stayed 3 nights in Dec 2019
Response from Jessica on 27 Dec 2019
Hafa Adai! Thank you very much for taking the time to leave us a feedback. We sincerely apologize for any discomfort experienced during your stay. Your feedback means a lot to us and rest assure that we will take these matters into full consideration and share it with our management team. It is important to us that we continue to do what we can to improve the overall experience of our guests and receiving your feedback will allow us to identify areas where we can improve both our product and service. We look forward to welcoming you back to Pacific Star Resort & Spa in the near future.

6/10 Okay

Verified traveller

Stayed 1 night in Dec 2019
Response from Jessica on 19 Dec 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We will continue to work on improvement on both our product and service. We look forward to your next stay here with us!

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 6 nights in Dec 2019
Response from Jessica on 18 Dec 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating. We will continue to work on improvement on our product and service. We look forward to your next visit!

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Old hotel, friendly staff
The facilities are old and run down. The hot water didn’t work from about 5p-9p. The maintenance man was polite and helpful, but there wasn’t much he could do. Pool doesn’t open til 10am, jacuzzi is out of order.
Stayed 1 night in Dec 2019
Response from Jessica on 18 Dec 2019
Hafa Adai! Thank you very much for taking the time to leave us a review. We sincerely apologize for not meeting your expectation. We will submit your feedback to our management team to review and work on improvement. Thank you very much!

10/10 Excellent

Tony, Orlando, FL

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent property right on the beach with a great pool. Just walking distance from K-Mart, convenience stores, and restaurants.
Stayed 14 nights in Nov 2019
Response from Jessica on 10 Dec 2019
Hafa Adai! Thank you very much for taking the time to leave us a feedback! We are happy to hear that you enjoyed your stay with us! We look forward to your next visit!

8/10 Good

Verified traveller

Stayed 2 nights in Nov 2019
Response from Jessica on 3 Dec 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We are happy to hear that you are overall satisfied with your stay! We will continue to work on improvement! We look forward to your next visit!

4/10 Poor

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel needs a serious renovation.
The hotel is very old and needs a serious renovation, especially in the bathroom.
Stayed 4 nights in Nov 2019
Response from Jessica on 26 Nov 2019
Hafa Adai! Thank you very much for taking the time to leave us a review. We apologize for not meeting your expectation. Your suggestion for renovation has been duly noted. Thank you once again!

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There is a $15 shuttle service to and from the airport which was very convenient. The pool area is connected directly to the beach and they provide has a towel service and also rental equipment. The property shows some age but overall, it is kept very clean.
Stayed 4 nights in Nov 2019
Response from Jessica on 26 Nov 2019
Hafa Adai! Thank you very much for taking the time to leave us a review! We are very happy to hear that you are overall satisfied with your stay! We hope to see you again in the near future!

2/10 Terrible

Dissatisfied!

Travelled with family, Travelled with group
Disliked: Cleanliness, property conditions & facilities
The hotel is in desperate need of renovation, upgrade, modernization, etc., etc. The carpets are old and dingy; the tv is an old cathode ray tube tv (seriously?!); balcony curtains had holes; shower walls had a heavy layer of soap scum; the shower head was corroded and disgusting looking; our toilet had a leak (to their credit, they fixed it when notified of the problem). Friends stayed at the hotel also. Their room had ants (on the 19th floor!), the shower hose leaked, shower head was also corroded and disgusting looking, etc. Definitely will not stay there again!
Stayed 2 nights in Nov 2019
Response from Jessica Chan on 18 Nov 2019
Hafa Adai from Pacific Star Resort & Spa. Thank you for taking your time in sharing your feedback with us. I would like to express my deepest apologies for not reaching your expectations. Upon receipt of your feedback, I have shared your comments with our entire management team. Please rest assured your concerns about room condition and the need for refurbishment are well noted and your feedback will be shared with the entire team as a case study. It is important to us that we continue to do what we can to improve the overall experience of our guests and receiving your feedback will allow us to identify areas where we can improve both our product and service. We thank you for your comments and hope that you will come back again and allow us the opportunity to serve you better.

10/10 Excellent

Verified traveller

Stayed 4 nights in Nov 2019
Response from Jessica Chan on 15 Nov 2019
Hafa Adai! Thank you very much for taking the time to post a rating of our hotel! We are very happy to hear that your stay with us is 5 out of 5! We look forward to your next visit!

10/10 Excellent

BB, Seoul

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff so very nice. I am always satisfied with my stay at Pacific star
Stayed 5 nights in Oct 2019
Response from Jessica Chan on 12 Nov 2019
Hafa Adai! Thank you very much for taking the time to leave us a comment! We are very happy to hear that our staff service was excellent and that you are satisfied with your stay here with us! We look forward to your next visit!

8/10 Good

Verified traveller

Business traveller
Liked: Room comfort
Disliked: Property conditions & facilities
Stayed 2 nights in Oct 2019
Response from Jessica Chan on 3 Nov 2019
Hafa Adai! We are happy to hear that your stay with us is 8 out of 10! We will continue to improve so that your next stay with us can be 9 out of 10, or 10 out of 10! Thank you once again!

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
It was satisfactory for the price. However the carpet was damp all around the room which was very unpleasant. Pool was good beach is small but right there.
Stayed 1 night in Oct 2019
Response from Jessica Chan on 3 Nov 2019
Hafa Adai! Thank you very much for taking the time to leave us a feedback! We apologize for not meeting your expectation with our room condition. We appreciate your feedback as it allows us to improve in both our product and service. Thank you once again!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It's a good beach access and a good place for price
Stayed 3 nights in Oct 2019
Response from Jessica Chan on 1 Nov 2019
Hafa Adai! Thank you very much for taking the time to leave us a review! We are very happy that you enjoyed your stay here with us! We hope to see you again in the near future!

6/10 Okay

Verified traveller

Stayed 5 nights in Oct 2019
Response from Jessica Chan on 24 Oct 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We will continue to work on improvement on both our products and services. Thank you once again!

6/10 Okay

ian, Manila

Travelled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
wet carpet flooring; poor water system in the restroom; old hotel but price is cheaper compared to other hotels in guam.
Stayed 4 nights in May 2019
Response from Jessica Chan on 20 Oct 2019
Hafa Adai! Thank you very much for taking the time to leave us a review. We apologize for not meeting your expectations with the room conditions. We will share your comments with our Engineering Team. Thank you very much!

8/10 Good

Verified traveller

Stayed 2 nights in Oct 2019
Response from Jessica Chan on 7 Oct 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We are happy to hear that you are overall satisfied with your stay. We look forward to welcoming you back to our hotel in the near future.

2/10 Terrible

Verified traveller

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Place was a dump in every category cant believe it is still functioning.
Stayed 9 nights in Sep 2019
Response from Jessica Chan on 3 Oct 2019
Thank you very much for taking the time to leave us a feedback. We sincerely apologize for not able to meet your expectations. We will continue to work on improvement on both our products and services. Thank you once again.

10/10 Excellent

Verified traveller

Stayed 1 night in Sep 2019
Response from Jessica Chan on 30 Sept 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We are very happy to hear that your stay here with us is 5 out of 5. We will continue to work on improvement, and will look forward to your next visit!

6/10 Okay

Eddie, Singapore

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities
Hotel wifi was horrible. It locks out the connection when you were not using it so you got to connect multiple times. My company’s webmail was being blocked from access somehow ...breakfast varieties need to be changed every day though the staffs there are excellent.
Stayed 1 night in Sep 2019
Response from Jessica Chan on 30 Sept 2019
Hafa Adai! Thank you very much for taking the time to leave us a review. We sincerely apologize for not meeting your expectation with our WIFI service and Breakfast offerings. We will reflect your comments to our IT and our F&B team. Thank you very much!

2/10 Terrible

Jessie

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
AC was not working. Carpet in room and hallway were wet and smelly. Checked out right after checking in and still waiting from someone at the hotel to call me back regarding a refund. Just dont go. Spend your money somewhere else.
Stayed 1 night in Sep 2019

6/10 Okay

Nancy

Stayed 1 night in Sep 2019

6/10 Okay

Verified traveller

Business traveller
Disliked: Amenities, property conditions & facilities
The steakhouse was awful. Amenities in general were almost non existent. The pool bar and staff however were fantastic.
Stayed 7 nights in Aug 2019
Response from Jessica Chan on 8 Sept 2019
Hafa Adai! We are very sorry to hear about your experience at the steakhouse was not up to your expectations. We will inform our F&B Team of your comments. Thank you very much!

2/10 Terrible

Verified traveller

Travelled with partner
Liked: Cleanliness, amenities
Disliked: Staff & service, property conditions & facilities
Not hot running water cuz of a pool room condition. We changed the room. But 2 of 3 ramps were broken in the room. We asked to be fixed.. but no one came to our room untill we cheaked out
Stayed 3 nights in Aug 2019
Response from Jessica Chan on 27 Aug 2019
Hafa Adai! Thank you very much for taking the time to leave us a feedback. We apologize for the inconvenience due to maintenance issues. If you could let us know more details, we could follow up on the case.

4/10 Poor

Verified traveller

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Aug 2019
Response from Jessica Chan on 26 Aug 2019
Hafa Adai! We apologize that we are not able to meet your expectation. We will continue to work on improvement on both our products and services. Thank you very much!

4/10 Poor

Verified traveller

Stayed 4 nights in Aug 2019
Response from Jessica Chan on 23 Aug 2019
Hafa Adai! We apologize for not meeting your expectation. We will continue to work on improvements. Thank you very much!

2/10 Terrible

Catherine

Liked: Staff & service, room comfort
Disliked: Property conditions & facilities
Overnight Stay ruined
No hot water Toilet not flushing
Stayed 1 night in Aug 2019
Response from Jessica Chan on 23 Aug 2019
Hafa Adai! We sincerely apologize for the inconvenience. We will be following up with our Engineering Team in regards to the issues. Thank you very much for your feedback!

8/10 Good

Margarette

Liked: Staff & service, room comfort
Stayed 3 nights in Aug 2019
Response from Jessica Chan on 23 Aug 2019
Hafa Adai! We are happy to hear that you are overall satisfied with your stay! We will continue to improve and we look forward to your next visit!

4/10 Poor

Verified traveller

Stayed 1 night in Aug 2019
Response from Jessica Chan on 11 Aug 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating. We sincerely apologize for not meeting your expectation. We would continue to work on improvement on both our products and services. We hope that you'll visit us again, and give us another chance to serve you better.

6/10 Okay

Verified traveller

Business traveller
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Consistent with what everyone else has posted, it’s clean it’s very dated, you’re pretty much paying for the location on the beach. But you really can’t swim in front of the hotel so not sure if it’s worth the location price either. You do have a good view and you can go walking on the beach down to someplace where you can swim. You’re in walking distance from the downtown, but if you want to be closer I’d recommend the Hyatt or one of the other hotels.
Stayed 12 nights in Jul 2019
Response from Jessica Chan on 23 Jul 2019
Hafa Adai! Thank you very much for staying with us and for taking the time to leave us a review! Based on your valuable opinions, we will continue to strive for improvement in both our products and services. Thank you once again!

8/10 Good

Joonghyun

Disliked: Cleanliness
Stayed 1 night in Jul 2019
Response from Jessica Chan on 14 Jul 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We are glad to hear that your stay is 8 out of 10. We will continue to improve so that your next stay with us could be 10 out of 10!

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Old but good location, kindness,good price Perfect resort for me
Stayed 3 nights in Jul 2019
Response from Jessica Chan on 14 Jul 2019
Hafa Adai! Thank you very much for staying with us and for taking the time to leave us a rating! We are very honor to hear that your stay is 5 out of 5! We will share this with our staffs to motivate them to continue to provide the best service to our valued guests! We look forward to your next visit!

10/10 Excellent

L.

Travelled with family and small children, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great. Clean. Friendly staff. Very helpful. I don’t want to type anymore.
Stayed 1 night in Jul 2019
Response from Jessica Chan on 9 Jul 2019
Hafa Adai! Thank you very much for staying with us and for taking the time to leave us a feedback! We greatly appreciate your comments, especially since you don't like typing! It is a great honor for us that you actually went thru the hassle! We will share your comments with our staffs, and we look forward to your next visit!

10/10 Excellent

Priscilla

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel
Our stay was great. Regarding cleanliness, housekeeping could improve; the light in bathroom didn't work until we reported it a day later and I also left a note for 2 days for room to be vacuumed since I was picking up stuff from floor. Otherwise hotel staff was great, very responsive and pleasant. We'll definitely stay again!
Stayed 6 nights in Jun 2019
Response from Jessica Chan on 9 Jul 2019
Hafa Adai! Thank you very much for staying with us and for taking the time to leave us a review! We apologize that our cleanliness did not meet your expectation. We will inform our Housekeeping team in regards to your comments and have them work on improvement. We appreciate your comments and thank you for your kind words in regards to our hotel staffs. We look forward to your next visit!

6/10 Okay

Alyssa

Disliked: Cleanliness, property conditions & facilities, room comfort
Outdated
The hotel was extremely outdated and dirty wouldn’t stay here again.
Stayed 2 nights in Jul 2019
Response from Jessica Chan on 7 Jul 2019
Hafa Adai! Thank you very much for taking the time to leave us a review. We apologize that our room condition did not meet your expectations. We will inform our Housekeeping Team on your feedback and work on improvement. Your comments are greatly appreciated!

8/10 Good

Norma

Liked: Cleanliness, staff & service, room comfort
Family Stay-cation
Overall experience was very good. Reasonable room service prices. The food was good and the very friendly staff. We will definitely come back.
Stayed 2 nights in Jul 2019
Response from Jessica Chan on 7 Jul 2019
Hafa Adai! Thank you very much for staying with us and for taking the time to leave us a feedback! We are happy to hear that you are overall satisfied with your stay. We look forward to your next visit!

2/10 Terrible

Verified traveller

Travelled with family, Travelled with partner, Travelled with group
Disliked: Staff & service, amenities, property conditions & facilities
There was an event the weekend we stayed there and the property didnt ensure all guests staying there had a parking spot. We had to park at a neighboring hotel. The A/C wasnt working, we tried to tough it out but ended up sweating most nights, even when moved to other floors. Other members of my family experienced the same on different floors. The tub drain was clogged our first night there, the toilet made a loud squealing noise for almost a minute that could be heard from the hallway, and the balcony railing broke loose when someone leaned on it and almost fell off! All of these things were reported and i didnt feel like staff were shocked or accommodating enough.
Stayed 2 nights in Jun 2019
Response from C. Santos on 5 Jul 2019
Håfa adai, this is Corey Santos from the Pacific Star Resort & Spa. I’d like to apologize for the poor experience you had with us, but I’d also like to thank you for bringing this to our attention. We are extremely concerned by your statement regarding the quality of your room, in particular with the statement regarding the balcony railing. We take these concerns very seriously and are currently conducting safety inspections in every room on every floor, and have also cordoned off the room so that I may inspect it personally. We have not had any record of such an event for years, but as always you can never be too careful. Thank you once again for bringing this to our attention. We wish that this hadn’t occurred, and we will do everything we can to make sure that an experience like the one you had with our balcony doesn’t happen again in the future. Respectfully, Corey L. Santos Interim Director of Marketing Pacific Star Resort & Spa

8/10 Good

Michael

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Aside from one of the beds sagging, the overall experience was good.
Stayed 1 night in Jun 2019
Response from Jessica Chan on 3 Jul 2019
Hafa Adai! Thank you very much for taking the time to leave us a feedback! We will inform our Housekeeping team about the bed and have them check on the issue. We appreciate your comments as it allows for us to make improvement. Thank you for staying with us, and we hope to see you again in the near future!

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service
Stayed 6 nights in Jun 2019
Response from Jessica Chan on 1 Jul 2019
Hafa Adai! Thank you very much for taking the time to leave us a rating! We appreciate your feedback, and will continue to work hard to improve our products and services. Thank you once again!

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was great. Bed was comfy! But bath tub was small.
Stayed 1 night in Jun 2019
Response from Jessica Chan on 1 Jul 2019
Hafa Adai! We are happy to hear you are overall satisfied with your stay! We will continue to improve on both our products and services. We look forward to welcoming you to our hotel once again in the near future!