I would like to commend on the level of service. We ordered room service, asked for "extras", and ate in the dining room while on a business trip. Each time we had direct interactions with the staff they were helpful, hospital and professional. I especially enjoyed a "pep talk" from one of your front door staff on my way to a difficult meeting. I wish I could remember his name.
I would like to make you aware of a couple of ways the stay fell short of our expectations.
Cleanliness - it was obvious the carpet on the 4th floor had not been vacuumed for some time. In fact, the entire fourth floor smells dank and it permeates your clothing. It smells like cigarette smoke and it is very off-putting. I felt uncomfortable as soon as we got off the elevator.
We were missing amenities in our room like conditioner in the shower. I would also suggest mugs for coffee as opposed to the one paper cup that was left. I had asked at the time of booking for a microwave in the room, but that was not provided.
On day two of our stay, although we paid for parking, the parking lot was full which caused a lot of stress.
Due to the cleanliness concerns, we would not feel comfortable staying again. Also for those who like room to move around the standard rooms are very small. Think single-file while navigating the room with two people.
The Extra Mile
Dec 20, 2022
I had read some scathing reviews about the Westin, so when I booked as a treat for my partner's birthday I was a bit worried.
The front desk were amazing, they upgraded us to an ocean view room and had a lovely cake in the room waiting. Top notch service and amenities.
We had a really special time, especially enjoyed the cheese platter from room service and chilling in the hot tub.
Comfortable bed, loved the late check out time.
We will definitely be back.
Dec 14, 2022
What a waste of money it is staying here. Absolutely terrible front desk service. No knowledge of the immediate area surrounding the hotel or willingness to help resolve room issues. No information given at checkin for wifi or building amenities.
Coffee and tea in rooms were all long past expired and was told I would have to pay for coffee in order to replace them or get coffee that morning.
The room was not clean and the door to the bathroom was like a small closet door. We had to turn sideways to get into the bathroom.
Waste of $300 a night.
Terrible service - not recommended
Oct 11, 2022
Service is terrible. Front desk staff were rude. The worst check in experience ever. I will never stay at a Westin again.
Service at the restaurant was no better, after waiting for more than 30 minutes without anyone taking our order or offering coffee or tea, we left to get breakfast elsewhere.
Their extremely poor customer service ruined my weekend.
DO NOT BOOK HERE
Oct 08, 2022
I don't know where to start with this hotel, the fact that they have 4 stars is astonishing. First off, will say the lobby is very nice and the location is convenient but here is a brief description of our stay:
1) Check-in experience was terrible, we weren't told anything about our room, how to access the WiFi or any of the amenities. The front desk staff seemed more interested in getting back to browsing his phone than helping us.
2) We walk into the room and there is a distinct moldy smell
3) We paid for a queen size bed and got a double, even called to enquire about this and front desk told us it is a queen and there are no other rooms available
4) Condition of the room is atrocious, paint chips, stained carpet, dirty grout in the shower, bathroom fan not working, toilet directly out of a shopping mall stall
5) Wifi doesn't work, connects for about 30 seconds and will request another log in, over and over
Had we paid a HEAVILY discounted price for this room we would deal with these inconveniences but this is a 300$ per night room. Any other hotel in town for half the price is a MUCH better value (we know, we checked with friends). We thought the Westin (and by association Marriott) brand was a safe bet. Especially at the rating and price. Do yourself a favor and go to any other hotel including cheaper brands and I promise a better experience. I cannot fathom how this hotel stays in business.