Rated 1 out of 5 by BadWestin13 Nice Hotel Bad Customer Service
I got in the Hotel at 5 pm and check-in time is 4 pm. Front Desk told me room not ready will call me when is ready. They never call me, At 9 pm after a few call back and forth I was so Mad and went to front desk and demanding my room. They said will give me different room and floor but never reimbursed me the difference.
I didn't get what I paid for and feel been cheated.
August 5, 2013
Rated 1 out of 5 Amy
Hotel was absolutely beautiful. My issues were more customer service related. Stayed for 3 nights/4 days for a wedding and was MORE THAN double charged for my stay on my credit card (which held us back from doing other things while there because money was tied up from the overcharge). Front desk could not answer why this happened? Still hasn't been resolved. Upon arrival we got into our rooms and they were wrong. Booked 2 rooms and the 2nd room was supposed to have double beds and it had a king. Had to change rooms. A/C unit didn't cool room in the Suite we booked. Keys for rooms only randomly worked sometimes - getting into the pool they never worked. On our departure day we had to leave at 5:30 am traveling with 3 kids so I requested a 5 passenger cab to take us to the airport the day before.... they said sure no problem. Woke up at 4 am and called down to valet to make sure cab was going to be on time to find out the valet dept did not set up cab because they forgot to say 5 passenger and at this time 4 am was hard to find one with 5 seat belts. So again, I DOUBLE paid for TWO 4 passenger cabs to accommodate the 5 of us plus luggage. There was a Westin Suburban sitting there that I assume they shuttle people places. I feel they should've offered to take us because of their mistake. Just all around - it was a beautiful facility but not cheap - I don't mind paying the high rates but feel as though the treatment didn't hold a candle to all we paid. They didnt care.
September 8, 2014
Rated 3 out of 5 by SINK Not a fan
The resort appears beautiful with a touch of class, but the room is very tired and worn out. The resort is a perfect "mirage" to fool our vision, but really nothing there.
The lobby and the fireplaces/water fountains in the patio was very appealing, but that is about it. There are so many stairs, it would make it very difficult for wheel chair to acess or family with infant(s). The pool appears decent, but lack of umbella's made it very difficult to stay out there in the blazing sun, the pool hours are not appealing as well, closing before sundown in the hot Nevada weather.
When we get to our the room we realized why it is a category 3. The carpet is dirty (not just from wear and tear, but actually feet staining dirty). The furniture is very old. The heavenly bed, not that heavenly (the mattress is quite firm). The bathroom door stained.
We went to the kiddie pool, and notice molds in standing water and bugs in the pool.
What really gets me is the $22 resort fee for free outside parking (in the las vegas heat), free internet, newspaper, and inter-resort and las vegas shuttle. As a Platinum member, we normally get internet fee waive and free new paper. And so I am not sure what the $22 is for.
Furthermore as platinum members, we can select continental breakfast as part of our benefit. Breakfast was served in Rick's restaurant. It includes coffee and juice, choice of yogurt (plain or fruit), choice of cereal, and bread. We cannot substitute or upgrade the breakfast.
Overall, this property needs to maintain cleanliness in public areas and in guest rooms.
July 16, 2012
Rated 4 out of 5 by KiKo This hotel is very nicely located
This hotel is located in a very nice area and has plenty of facilities although the customer service needs a significant improvement (especially one gentleman in a front desk) and there are additional charges that in regular SPG hotel I found for free such as business center.
May 28, 2013
Rated 5 out of 5 by marklittle212 Great Conference Hotel
Rooms were very comfortable. All meeting rooms were conveniently located and within easy waking distance. Great hotel staff and catering staff. I would definitely come back to this property.
October 30, 2012
Rated 3 out of 5 by smhenry This hotel missed the mark
I stayed at the Westin Lake Las Vegas for a work conference. I brought my daughter so we could take a few extra days to spend time together.
We were moved to 3 different rooms - despite being told by reservation staff on the phone and at the desk when we arrived that we would be in the same room the entire time. The staff at the desk apologized because " the hotel was very busy due to a group of Jews who come every year for Passover." This meant that it was difficult to meet the needs of other guests. My daughter and I made appointments in the spa and when we went to the spa they said, "We're very sorry we booked you for next weekend. We can get one of you in now and one in 2 hours."
March 25, 2013
Rated 5 out of 5 by anneao This hotel has excellent staff
The staff was excellent - the rooms beautiful * the landscaping/grounds, unbelievable !!
October 24, 2012
Rated 1 out of 5 by Stbond007 Very Disappointed
They wouldn't clean or make bed unless requested. Carpets so dirty we had to buy slippers. Had to buy our own Toilet paper, or constantly request for it. Smoke alarm went off, exited as requested. Not one employee came out and told all patrons standing out side at 11:30pm that it was a false alarm.
The village is a ghost town, nothing there. Golf course is closed. Website is totally deceiving . Hotel needs a major update.
August 14, 2014
Rated 2 out of 5 by traderprofit Just a bad location, dirty room, and poor communication
I am rehashing a Yelp review I wrote several months ago when I stayed here for a night to complete the Platinum Challenge, so no need for management to apologize, but I thought the review belonged here, and I have toned it down after my excessive disappointment with the property wore off with time.
The property is located about 40 minutes from the Strip, poorly situated in a failed real estate development of homes that used to go for $1000 psf, on a man-made lake that I believe is still leaking into the ground (there's a reason why the HOA fee is $900+ per month) , and is immediately next to a golf course that was abandoned because the cost of watering it was more than the fees collected to pay the course.
If you are looking for a Vegas experience, stay near the Strip. If you want to have a convention where your employees are essentially trapped and can't get out, this would be your choice. I am SPG Plat , and know what it takes to have a good hotel, and this place is deficient in every aspect of what I would look for . There is a reason why this property is in SPG category 3, instead of 4 or 5. Just consider the category Starwood places it in,and that will speak volumes about it's popularity. All I can say is "gosh, I am glad I didn't buy this hotel when I was looking for properties."
May 13, 2013
Rated 1 out of 5 by Gianf TOO DATED
The hotel is dated. They showed us three rooms, all of them did not seem to have changed from the time they built the hotel in the late 90s. The carpets were old and there was a moldy smell in the rooms we had seen. One of them closer to the pool was overwhelmed by the smell of chlorine. I would not recommend it until some major changes are made to bring it up to date.
August 13, 2014
Rated 1 out of 5 by Manju Disapointing Weekend
I arrived at 2:30 and was told that my room wasn't ready. I gave the desk my phone number and was told I would recieve a call when the room was ready. I hadn't received a call by 5:30 so I called the front desk. They seemed bothered by my call and told me that the room still wasn't ready but they would look into it. I finally recieved a call after 6:30 and was told that my room still wasn't ready but they had found another room for me. I finally checked in at 6:45. I was offered two free drinks for my inconvience which seemed very degrading. Every contact with the staff seemed unfriendly and wasn't what I expected from a Westin hotel. The first afternoon was the only free time we had during the weekend which was ruined by the staff at the hotel.
July 30, 2012
Rated 1 out of 5 by 313023 Not going back
The service was bad. We had some problems and the staff did nothing to find solutions I mean nothing!! Could'nt get in our room till 6:30 PM. Wrong type of room. Told not their fault. More issues arrose and the staff frankly made it worse
March 26, 2013
Rated 5 out of 5 by Robert Excellent Stay
My wife and I celebrated our anniversary by staying 5 nights at this Westin. The entire hotel staff was very professional and friendly. The front desk staff welcomed us upon on arrival and did a fantastic job making our stay a very enjoyable one. The restaurant staff was also very good and the food tasted great. We spent quite a bit of time lounging at the upper pool. The pool was very clean and there was great service. Make sure you ask what the specials are. At the pool they have a couple of tall refillable drink glasses that worked for us. This location was great way to have a romantic retreat and also have the Las Vegas strip only a 25 minute shuttle ride away. We highly recommend this hotel and would stay there again.
August 31, 2013
Rated 4 out of 5 by Toots Great stay
I stayed here for six days in April, I absolutely loved this place. From the pool and its staff, to the drivers, front desk, house keeping anyone I came into contact with was really professional curteous and helpful. The Japanese rest. and the other hotel food vendors were great also. I had a great time, relaxed felt pampered and was totally happy with the service. The Spa was also a wonderful experience, the front desk help to Janet who did my facial Quan who did my message, excellence and relaxation was had. I really loved the driver service to the strip and the village. Note to self call ahead to schedule your rides before they are full. My only compliant was the noisy gardening during my massage and while at the pool. Bartenders are great too.
April 25, 2013
Rated 2 out of 5 by Nan65 Nice Hotel needs improvements
The hotel needs to treat their Plantinum members as plantinum members. we are always put on lower floors and the hotel is not sold out. we never get put on the 9th floor and we are at this hotel twice a month. The hotel has had groups staying there for the summer and the hotel is not addressing the compliants about the the groups being noisy and keeping the other guests awake all night.
The green choice is not working in this hotel, we ask for green choice, housekeepers dont give out cards, take door hangers, dont clean rooms, or bring coffee or water to rooms. It is so confusing why sign up for it at this location. All other SPG locations know how it works. Rooms are nice and relaxing as long as your not by noisy kids and tennagers partying all night.
August 2, 2013
Rated 5 out of 5 by natmaks Pleasant experience.
We came to celebrate our 12 year anniversary. We had a great time. Had exceptional customer service. Food was great. Place was clean. The resort is beautiful. Very relaxing.
One small complaint that was a bit disappointing, on our last night we went down to the pool to relax and found 10 kids in the pool. Assuming they were having a birthday party. We were also not able to use the hot tub because half of the kids were in and out of it. Children were not old enough to use the hot tub but the life guard said it was per parents discretion. There was no adult with kids at the hot tub and water was hot enough to be a health hazard for a child. Considering that they have another pool with a slide, playground and kiddie pool we did not expect to find that many kids at this pool. We ended up leaving, which was a bit disappointing because it was our last night and we wanted to relax. Overall it was a great experience.
September 24, 2014
Rated 3 out of 5 Not what it once was...
Lake Las Vegas apparently is not what it once was. I am a local resident of Summerlin who planned a night away w/wife and kids. Thought Westin would be the perfect scenario.
Resort is overcrowded at pools and activities with people and children who are not actually staying...just playing for the day. Not fair to those who have actually paid for the facilities and use for the day (I would go to the local city pools if that was the atmosphere I was seeking).
Marissa restaurant was overpriced and extremely small portions for the overpriced venue (dropped 300 and left unsatisfied and hungry).
Please Westin...fix this apparent problem because guests who are paying visitors should be entitled to what your great resort has...not people who are not paying and spending money during the day.
June 3, 2013
Rated 3 out of 5 by SOCALVM Limited Facilities
Great property but limited facilities. Very limited food options at the hotel and the village. Even coffee shop closed at 2.30pm! Concierge desk closed at 5pm. We were left with Front desk staff that was incompetent, gave us wrong phone nos and wrong info, they were supposed to call /email South Shore golf course to make reservations- apparently they did not do it and ruined our golf plans and our day. Early morning front desk staff Ashleen was knowledgeable and helpful.
December 30, 2013
Rated 4 out of 5 by Teenbean I never could get the Concierge to answer the phone.
This hotel is beautiful, clean, and comfortable with awesome views. My main issue was I picked up the phone multiple times to try to call the Concierge on two different days and they never picked it up....it just rang and rang. I was alone with three young children, one who was sick, so I couldn't just leave the room to ask for help unless the kids all came with me. On my second day the toilet got plugged up. I called at least seven times. I never did get any help. The toilet remained plugged up for the remainder of my stay because they never answered the phone. I had a loud neighbor the first night who made incredibly loud cell phone calls way too early in the morning with a booming voice...a bad way for me to wake up as I had been up all night with a sick 2-year old...but you cannot really blame the hotel for that...just the inconsiderate neighbor.
December 30, 2013
Rated 5 out of 5 by JulieK We love this hotel!
My husband and I visited the hotel over the Thanksgiving weekend. It's a beautiful property and the hotel staff were all very friendly. The atmosphere was so calm and relaxing; just can't get any better. The room was very clean and the bed was so comfortable. We ate at Rick's Cafe three times during our stay, and the food and service was great every time. Overall, we had a wonderful time and will be going back next year!
November 27, 2012
Rated 2 out of 5 by SlowPlayer Not the greatest Family Hotel
Went there with my 10 and 12 year old. Was hoping to find a nice place to stay with Family off the strip while traveling from Texas to California. We stayed at a lot of different places along the way and were really looking forward to this place based on the pictures. Hallways were smoky and had a mildewy stench to them. The pool hours were kind of bogus, shutting down before sunset.
April 22, 2014
Rated 5 out of 5 by BluOahu I will definitely will come back
I love this resort!
We stayed our last night at Westin Lake Las Vegas, after 2 nights on the strip. The property is great and very busy during the Labor Day weekend.
The staff were very accommodating. They were so busy that our room is not ready yet by the time we checked in, however, we were given keys to use their facilities right away.
Room was simple and just about right. Nothing fancy but met our expectations. We love the Heavenly Bed!
Had breakfast buffet at Ricks Cafe the next day and enjoyed the pool area prior to checking out by noon.
They have 2 big pools, one for the adults, and kids pool with water slide. There's even a baby wading pool.
Got a chance to kayak Lake Las Vegas for an hour. Free kayak rentals.
September 2, 2014
Rated 4 out of 5 by Andrea Great Hotel Ammenities
The room was very nice and had some upgraded features such as a kurig coffee maker. The facility had two pools, one was geared towards children and included a water slide and the other more for adults. There was private access to the lake. You had the option of using a kayak or paddle boat free of charge. The hotel offered a free 24 hour shuttle to the village and free scheduled shuttle to the strip 5 times per day. The onsite Cafe was not appropriately staffed to accommodate a breakfast crowd. So expect to wait a while to be seated and the hostess staff to be less then friendly. We chose not to eat there because of this. Hostess staff for the Marssa restaurant were amazing, which is way more then I can say about our waiter that night. Despite that the food was outstanding. I would definitely stay again but not eat at the Cafe or Marssa, but rather the Sandbar (snack bar), coffee shop or off site.
June 10, 2013
Rated 3 out of 5 by Celeste1111 Not What I Expected it
I have stayed at his property many time prior to this visit. I was very unhappy this time around. For the amount of money I paid for this room I was very disappointed. The service was poor, the dining was unacceptable and ran out of food many times during our week long stay. The worst part is the last night we were there our floors fire alarm went off twice during the night. This forced us to leave our rooms and meet outside only to be told it was a false alarm. Many people who were not SPG members received a credit for the full amount of their room for that night. I did not because I was an SPG member I got a measly 3000 points credit. I will not be staying here again any time soon.
June 24, 2013
Rated 4 out of 5 by Jayme 1 week stay
This was our 4th or 5th stay. Allowed us to check in at 4am on 12/22 with no extra charges. The young lady at the front dest at this time was fantastic. Great representative for Westin! So pleasant at the hour and started off our vacation right! We do miss the Monte Lago Casino and until reopens would stay somewhere else. Love the grounds and the staff.
December 31, 2013
Rated 3 out of 5 by j5k84 This Westin's staff needs guest service training
First of all, I have a great memories in this hotel before even Westin bought it out. I came here to propose to my wife and shot a wedding photo shoot during my recent stay. That is why this hotel means a lot to us. And I was excited to stay with Westin with high expectations because it's Westin! However, the staff did not meet my expectations. I manage in hospitality industry on the strip and I know Westin can do better than this. Now I am not saying every staff I encountered wasn't good. Dave at the Front Desk was great. He answered my questions and helped me to check in with a smile. However, Valet and Bell Person need to get more training how to serve a guest with a smile. While I was walking with Bell Person to my room, I was the one who had to start conversation because it was awkward. And Hotel Dispatcher was the worst one. She was in a hurry to hang up the phone and not even saying "have a nice day" at the end. She just hangs up on you.
March 12, 2013
Rated 5 out of 5 by lulu Incredible experience!
We thoroughly enjoyed our stay. The front desk was so friendly and helpful, the restaurant staff provided incredible service and the location was awesome! Relaxing and peaceful, yet we could also use the fitness center and kayaks. Fun and excitement at the Strip only 20 minutes away! One of our best hotel experiences in 15 years!
May 12, 2013
Rated 2 out of 5 by WorstVacation1 This hotel needs many improvement
We reserved our lakdview room over a month ago. When we arrived at 4pm, we were told that our room is not ready and they do not have a ETR. I waited till 7pm and it is still not ready. I asked and they offered a no view room on the 1st floor. I took it because they have no idea when my lakeview is ready. I don't want to have my family sit in the lounge while they're hungry and wasting our VACATION time. Later I found out it is a pet welcome floor where we've stayed. They should of tell us up front. What if someone is allergic to pet? They don't have enough kayaks to rent. Another worst thing is they don't have pool towel ready until 930am. The pool opens at 8am. The last thing was the gardener showed up at 830am and started their gas trimmer in the pool area. This is the worst vacation that I ever had. I even taped the gardner trimming the brushes by the pool. I really felt sorry for the staffs at the front desk because they have to deal with all this unpleasant customers.
August 9, 2013
Rated 5 out of 5 by fran65 Beautiful hotel
The hotel has a warm invitating Mediterranean feel. I love the view when you first walk into the lobby. The room is very spacious and comfortable. The food was also very good! The weather was beautiful when we visited this past weekend, all my husband and I kept saying is we wished we could stay longer!
October 25, 2012
Rated 1 out of 5 by blaise21 not happy
i stay art the westin lake las vegas for a very special occasion i ask for a upgrade and was decline the hotel was not close to being sold out. due to my memeber ship status i shouldnt of had to ask for a ubgrade. i was very disappoint with the up keep of the hotel and the service i will never stay at this hotel again.
September 15, 2014