Rated 4.1 out of 5 by 252
Rated 1 out of 5 by Terrible713 Very unsatisfactory experience
I was unsatisfied with about every part of this experience. I typically stay at a competitor's hotel, but wanted to try this one and completely regret it.
After waiting over a half hour for our baggage and being unable to go swimming, I called and received no answer. Then my daughter sat on the bed and it was torn so feathers went everywhere. While we were waiting we attempted to look at food service for later that evening only to find a photo copy of the room service menu that was nearly unreadable. Our baggage person arrived around this time and started unloading and then we had to reload and go to a new room which was unsatisfactory and then moved to a third room. At this point we've been at the hotel an hour and a half and done absoutely nothing, reuslting in my kids being unable to swim because we were going to a concert. We scanned the code to get our car and learned that the service was unavailable. So I call and no one answers. I call a second time and someone answers and asks for the last three numbers and then hangs up. Does not tell me that they got it or when to come, just hangs up.
We go to the concert and come back and decide to do some room service as a special treat. Again, I call and no one answers. I call again and someone answers and lets me know that the wait will be 40 minutes. I call the front desk to see what is going on and it's the same guy. He was in charge of both areas. He apologizes and says he will bring ice cream for my kids and after waiting a while, I just call and say never mind. Someone calls in the morning to apologize and offer us breakfast and a late check out time. I was very grateful for the late checkout time so my kids could swim. We went to breakfast and I was very disappointed. Some of the food was not fresh and the quality of food was far below the hotel we typically stay at. So we go swimming after that and the pool is okay. We can not find a bathroom so we finally go to the 5th floor. Someone tells us their is a bathroom so I look at the opposite end of the pool and discover the bathroom which there is absolutely NO signage for.
The last thing we decide to do is go to see the Sun Dial restaurant. We ask the gentleman at the desk and he just sort of points to the elevator. So we walk that way and take the elevator up. When we get off the elevator, a few staff members just sort of stare at us and don't say anything. We walk around and eventually figure out the touchscreens. Then we take the elevator down, return to our room to get our things and our key has been deactivated!! I go to the front desk, get the key reactivated, ask her to have a luggage person come to the room. We wait in our room and just eventually carry all of our luggage ourselves, my 5 and 9 year old.
Overall, nothing seemed about the customer, I felt like I was bothering people when asking for normal requests. Not many seemed worried about representing the hotel right or pleasing the customer except the woman that helped us get a new room and whoever called me in the morning to give us breakfast.
It turned what was supposed to be a fun night into an incredibly stressful experience.
July 30, 2014
Rated 5 out of 5 by Thomas12 My Stay at the Westin
This is a very god place to stay for business or pleasure it has everything you are looking for at the hotel
May 20, 2014
Rated 5 out of 5 by Jeanette08 An amazing hotel
My boyfriend and I stayed here for a concert weekend/graduation celebration and we had an absolutely amazing time! We were able to check in right away when we got there, and the gentleman at the front desk was excellent. I am so sorry I can't remember his name but it started with a K, and he was very personable and knowledgeable as he explained the features of the hotel, he was even able to get us on a high floor like we had requested! View from the room was just as I had hoped! We valleted our car and recieved excellent and timely service from every one of the bellman. We treated ourselved to brunch at Spoondial and were very satisfied with our meal and service as well. There was also a girl at the front desk who was new, she told me she had only been there for a week, but she was so nice and made sure that I got all the help that I needed even if she was still unsure about everything due to still being in training. My boyfriend and I do not get out much because we both work full time and we are very careful about where we will splurge and spend money, and Westin did not disappoint us at all. I am beyond pleased with our experience and we will be staying there anytime we get the chance to visit Atlanta.
May 26, 2014
Rated 3 out of 5 by englshivy Mixed bag.
The public spaces of the Westin are beautiful. The rooms are comfortable. Most staff members we met were friendly. And the pool area itself is wonderful. However, one experience sort of soured our experience. The first time we used the hotel pool, my daughter (14 years old) forgot to bring her goggles. She went to the elevator to exit the pool area and there was a post-it note on the button saying "out of service." This was the elevator we had JUST taken into the pool area and there had been no note on the other end, so we were unclear about whether the elevator was really out of service or not- but we were a little spooked that we had been able to use it, if it was. To be safe, we didn't want to use it again until it was cleared by the staff. We could not figure out how to leave the pool without using the elevator so we used the phone to ask the front desk, who told us to use the stairs to exit through the fitness center. My daughter got lost and locked in a utility closet on her way back to our room. Fortunately someone came along who was also trying to find their way out of the pool area after about ten minutes, but she was pretty freaked out by the experience. None of the staff members I approached in the pool area about the issue were at all responsive. That was frustrating. I do want to point out that our housekeeping staff was friendly and most other staff members we met were also. However, when we checked in I asked for a room with a good view and we were placed on the highway side of the hotel, beside the hotel's external elevator which obstructed the view. Perhaps it was the only room left (we did check in quite late) but it was also disappointing. Staff responsiveness could be improved and the incident with the elevator could have been prevented with clearer directions for guests to use while the elevator was out of service. No one associated with the hotel seemed very concerned about it, but we and several other guests were confused.
June 24, 2014