Rated 3 out of 5 by Jaime27 Customer Service Needs An Upgrade
As a loyal Platinum member, there is a certain level of curtousy expected at check-in. I don't feel I was even treated appropriately as a paying customerat check-in, let alone a status member. There was a sleepy, almost non-response to my request for a potential room upgrade until I reminder her of my request, and I wasn't offered any of the check-in value benefits of a Platinum member. Again, when I asked about these benefits, the response was one of apparent annoyance. A different employee was respectful to my follow up complaints, but the experience was already runied for me at that point. Additionally, everyone's wake-up call came 15 minutes early due to a systems issue. Overall, a disappointing experieence for a big Westin fan.
June 17, 2013
Rated 5 out of 5 by EL747 Great place to stay
I loved this hotel. Great rooms...very comfortable beds, clean, nice bathrooms, plenty of room. The staff was helpful and polite. Perfect location to everything anyone would want to do.
June 16, 2013
Rated 3 out of 5 by Brad78 Good but not Great....
Ok let me start out by saying that this was an overall nice visit. This hotel is nice and in great location if you are catching a concert or going to Beale St. However as I travel for my job and have a lot of experience in hotels I will say that this hotel would cost probably 75.00 less a night if it was located in a different area. First the good...the room was standard and what I expected from a hotel in this price range...comfortable bed, nice furniture and TV...etc...The bathroom was EXCELLENT and maybe the deciding factor if I come back or not. The hot water was always there and enough water pressure....there is a seperate glass shower and tub with multiple shower nozzles...The hotel staff were friendly and accomodating for the most part. Now the bad....The first thing I noticed was that I was under the impression that this room had a refrigerator which is something I always look for because I don't like always eating out when I am traveling...this room only had a refrigerator for purchased items and when I tried to take them out to make room for my stuff I ended up getting charged 180.00 extra dollars on my bill because everything in there is on pressure plates and you automatically get charged when you remove an item...To the credit of the hotel staff I was able to get these charges removed from my bill and they even brought me a refrigerator for my room. The ac/heater for this room was not up to my specs as no matter what temp I set it I would not feel comfortable for hours later and when I turned the heater on it filled the room with a burining electrical odor. Another problem I had was that the hotel staff was just not there late at night...I don't know what the hotel policy is but when I tried to call down both nights at around midnight-2AM to make wakeup calls I never got an answer and had to use my phone alarm. Also, they put guests next to us with 2 dogs that barked continually for hours our second night..I called from the room and was assured they would fix the problem but after I heard no change had to go down to the front desk myself. Let me be clear...in a situation like that I am only worried about my own comfort and could care less if the other guest gets "in trouble" or whatever else. The whole time I was assured that the guest beside me was breaking hotel policy by leaving the dogs in the room unatteneded and that they were trying to reach them to fix the problem but in my mind it seemed they were focusing on the other guest and the fact they broke the rules more than making me feel I was valued...I would have appreicated to have been moved to another floor (my entire floor sounded like a kennel from the time you got off the elevator!!!)
I can't say if I will stay here again or not...I checked yes earlier and I did have an overall good experience but for the price of this hotel per night I would expect a perfect visit with no problems at all!
June 10, 2013
Rated 5 out of 5 by JILLYFISH64 THE STAFF IS AMAZING
I MUST SAY I WAS SHOCKED AT HOW MUCH I ENJOYED MY STAY. THE STAFF WAS EXCEEDINGLY ACCOMADATION AND SO POLITE! I WILL DEFINITELY RETURN TO THE WESTIN!
June 10, 2013
Rated 3 out of 5 by LH62013 Hotel needs maintenance
The staff and overall amenities are in line with other Westin's I have stayed. I was disappointed with the room itself, due to paint peeling from the ceiling in the bathroom and mildew in the shower. The hotel restaurant and bar had great service and the food was very good. The elliptical machine in the fitness did not have cable hooked up on one and one other had poor quality when watching most channels.
June 8, 2013
Rated 1 out of 5 by Soda Unhelpful/Unresponsive
I stayed at this hotel one room night on a business trip. When I checked my American Express I noticed I was billed for a little over $5 more than on the bill placed under my door.
I called on a Monday May 27th and was told that I drank a soda and was charged for it. I told the lady who answered the phone that I did not drink a soda. She said that I must have drank one because the maids count the items in the room when they clean. She went on to say that someone would be in touch within 48 hours.
Noone contacted me in the next 48 hours. I called the hotel again on Thursday, May 30th. This time I spoke to a women who asked me if I touched a soda in the room. I explained that I did not touch a soda or drink one. She stated that I was charged because I must have moved a soda in the room. This was opposite what I was told on Monday. She stated she would take care of the charge.
It is now June 4th and to date noone from management has contacted me regarding my dispute for this charge and there are no pending credits on my business american express.
Please advise as to when I will receive a credit for something I did not use. I plan on disputing the charge with my credit card if I do not hear back this week.
June 4, 2013
Rated 3 out of 5 by J91730 I had a few problems
Upon arrival we waited, parked in valet for 15 mins thinking someone would be right out. There was no one at the front valet at 315pm in the afternoon so I went to check in only to not be greeted and stood behind one other person while there was one gentleman at the desk ANOTHER tall gentlemean emerged 5 mins. later.
Finally, I told them I was waiting to valet so they called him. The valet was in the back so upon arrival to our car he offered to bring up our bags but we waited and needed to shower to prepare for our meeting and this didn't happen for 1.5 hours so we came back down to the lobby to get them ourselves because it appeared he had gotten too busy.
Upon showering I noticed blonde hair on the shower floor that was NOT MINE in two areas. I mentioned it to the front desk when I came back down (the first time - 1 hour after check in and spoke to a very tall Caucasian guy and the other gentleman at desk) to ask for the fridge we requested at check in.
Upon check out I mentioned all of this to the girl at the desk who informed me that I'd need to speak to the manager and gave me his card. She informed me that he would phone me. NO CALL YET so I'll be calling Mr. Norwood today.
While I LOVE this location I'm noticing a severe change and think I MAY NEED TO move our corporate team to another hotel.
June 4, 2013
Rated 2 out of 5 by TJZALA Someone needs to manage by walking around.
I have always thought that the Starwood hotels are a cut above and I still do. However, someone needs to visit the Westin in Memphis. The following is a list of less than "Starwood Standards."
1. I was not greeted by my name nor was I thanked for being a starwood menber at the time of my check in.
2. When we got into the room the lavatory back-up the first time it was used. The engineering department arrived shortly and cleared the backup; however it still did not function properly the rest of our visit. There was only one package of coffee in the room. Housekeeping did bring more coffee, however in the morning we discovered there was no sweetener or creamer. I had to leave the room and go to the restaurant to receive both.
3. I had also told the front desk that the trash can next to the elevators on our floor was overflowing. The whole time we stayed there, the trash can was never emptied.
The air unit did not function properly which we didn't discover until in the middle of the night.
All of this was told to the front desk staff at our time of checkout and the manager on duty did apologize and offer to give me some extra Starwood points. However I feel that almost everything that was not up to Starwood standards coud have been caught by someone just walking around the property and checking up behind housekeeping and the engineering department.
I say all of this because I would want someone to tell me the same thing about my company if they had a bad experience.
June 3, 2013
Rated 1 out of 5 by John The Most Disappointing Starwood Experience
The experience at this Westin was by far the worst Starwood hotel experience ever for me. Upon checkin, the staff completely ignored the Starwood Gold & Platinum check-in counter. What's the point of having it if you don't use it? Then, the staff argued about my Starwood status. Once I finally received my room key, I had to return to the lobby because it didn't work. Upon finally entering my room, I noticed they had given me a room with 2 double beds, not the King room I had reserved. I called the front desk, asking for a King room and they said all were booked. I noted that I had reserved a King room, and they once again argued with me until realizing that I had in fact booked a King room. They said, "Oh well, all King rooms are booked and there isn't anything we can do for you. If you were staying more than one night, maybe we could do something and upgrade you." Completely unacceptable. I may take my hotel business elsewhere and my Starwood loyalty will go from 100% Starwood to 0% Starwood. To make the entire experience worse, the elevators, lobby, restrooms, hallways and guest room were filthy. Splatters and dried liquid stains in the elevators...large stains on the carpets in the guest room....toilet seat that was broken and falling off...mildew in the shower....mildew stains on the towels.....the list goes on and on. I won't be staying at this Starwood property ever again.
June 1, 2013
Rated 3 out of 5 by tps12 Don't drink at the bar!!
Hotel is great but the bartender ripped me off. $56.00 FOR 2 DRINKS?? Kettle 1 & Jack Daniels. I've never had a more expensive drink anywhere! I don't care if they were doubles...they looked like singles. I'm not happy with that!
May 29, 2013
Rated 3 out of 5 by KVG42 Big weekend in Memphis...hotel staff not prepared.
Hotel check in supposed to be at 3:00...I got a call at 5:15 that my room was ready. I had already checked into another room (queen vs. the king that I originally booked). Ten minutes after I had checked in, a family of four came in my room with their own key. The hotel had double-booked the room. An hour later, the hotel manager was at my door saying they didn't have my name on the reservation. Basketball playoff game in town and concert the next night had the staff completely running around in circles. Hotel was nice, but service was lacking.
May 28, 2013
Rated 4 out of 5 by WHotelKindaGirl Lovely Property. Close to Everything
The hotel has a sleek, modern look to it. The atmosphere is warm and inviting. The staff is very nice and accomodating.
May 25, 2013
Rated 4 out of 5 by DXM55 Good but not great!
I was disappointed by a number of small details during my stay. There was no one at the check-in desk when I arrived. Had to wait 3-4 minutes. The staff was unable to meet my request because they were not fully trained on the software, my express checkout took 15 minutes and two staff persons to make corrections on my bill. The hotel maid service was lacking in some areas although the room was clean, they missed small details.
May 21, 2013
Rated 3 out of 5 by LO17 Disappointed
Carpet is worn.
Furniture is worn.
Received no maid service.
No towels in lobby restroom.
No bartender at lobby bar for 10 minutes.
Took 20 minutes to have car brought to us from Valet service
May 20, 2013
Rated 1 out of 5 by Scott Dirty and Worn
Carpeting was disgusting and should be ripped out. Stain on comforter was disturbing and the mold in the bathroom nasty.
Room was run down and dirty.
May 16, 2013
Rated 2 out of 5 by aloha NOT as Important
When we arrived, the Valet gentleman marshaled us so far forward that we were no longer under the awning (it was raining). He said he did this to make room for others. We had driven 8 hours so I had some sorting to do in the car, once I was done there was still no one to help with the luggage. I grabbed a cart and began loading my stuff on to it. The Valet told us we could not use a cart since they had other guests arriving that have a contract with the hotel. I told him I did too, it is called a reservation. He then took the cart into the lobby and emptied it of my items. I ask him about this and he said "the other people are more important than you." I took the rest of my stuff into the lobby and checked in. I talked to the Manager (Chris?) and he said all the right things, apologized and all. He said he would take the Valet charge off my bill. That didn't happen, we were charged. I am sure I could have questioned it again and gotten it removed, but I was done discussing things. We figured out the "More Important" guests they had were the visiting team playing the Memphis Grizzlies that night.
The room was nice, it could have been cleaner but was not nasty. The toilet seat was not tight, it swiveled.
Bottom line: We will NEVER go back.
May 11, 2013
Rated 5 out of 5 by Tlam Wonderful experience
I recently stayed at the Westin Beale for the BSMF. My companion and I arrived early from Atlanta via plane to rain and unseasonably cool weather. The staff was gracious and friendly and the good customer service was punctuated by Amanda upgrading us to a suite after our room was not ready by our scheduled check in time. The great location and the beautiful facility added to our wonderful Westin experience.
May 7, 2013
Rated 3 out of 5 by Andrew333 Great location!
A great location directly behind Beale St. And across the street from the FedEx Forum. Rooms are beginning to get a little tired, however the lobby area is a great place to meet with friends and enjoy the bar before going to the game across the street.
The restaurant is good for breakfast, however the room service has room for improvement. Tried dessert twice, on two different occasions and it was horrible.
Check in desk staff remembered me and my Starwood status upon the third check in over the course of a month....good touch.
Need a code for Internet...get a few upon check-in as inevitably it will go out on you and you'll have to call for another if you don't get upon check in.
May 4, 2013
Rated 1 out of 5 by aryanna1 one of the worst hotes I've ever stayed in!
Not even one complimentary bottle of water in the room!! Of course one in the minibar at $5.00!
May 1, 2013
Rated 3 out of 5 by Jeff72 This hotel needs a new housekeeping staff
I have stayed at previous Westins and know the company as a hold strives for excellence. Unfortunately, Memphis is a poor example. When we arrived rooms were not ready and when we got to ours, housekeeping was still cleaning rooms on our floor. There was a bag of chips that someone had spilt in the bar sitting area. No one ever came to clean the mess up that clearly had been there for awhile. The lobby bathroom was filthy. Toilets were needing flushed and floor had trash everywhere. The elevators were dirty. My room was clean. I'm not sure the floor had been vacuumed but it was fine for me. Valet was on their game. Extremely nice people. The front desk was a little to be desired. Only one person was checking in at 2:00.
April 29, 2013
Rated 2 out of 5 by Pamm Restaurant unsatisfactory
There was a lot of confusion at front desk about free weekend breakfast.
Waiter was awful. Poor service. Took over 10 minutes to get a cup of coffee. Eggs and hash browns were stone cold. Toast was cold. Server appeared inexperienced.
Bathroom grout appeared to have mold.
Bed was comfortable
April 29, 2013
Rated 5 out of 5 by roadster2005 Outstanding hotel
I stayed at the Westin Beale St Memphis on April 23rd and 24th. The hotel was amazing...the room was massive and very tastefully appointed, and the service was excellent. I was especially pleased with the front desk staff, who were able to upgrade my room, but also always there to help out and respond to questions. The entire experience was 5 stars...one of the best stays at a hotel I have ever had. Thanks.
April 27, 2013
Rated 3 out of 5 by MicheleM2012 Not that bad, but not that great..
This is a below average Westin, but not quite as terrible as some others are writing. It definitely is showing it's age....I did not have an issue getting my room (but arrived after 8pm) however even though I asked, they didn't offer me an upgrade. Even worse, I was put into an accessible room on a low floor while others in my party without SPG status were in a regular room on a higher floor. Room service was late, and when I called down didn't get any response. HOWEVER I did tweet to @Westin and that did the trick.
Fitness center was good!
I'd stay here again if I have to come back to the area, but wouldn't recommend this hotel to others.
April 27, 2013
Rated 4 out of 5 by 3571 This hotel was beautiful. It was like a diamond in the rough
My wife & I was celebrating our 19yr wedding anniversary . I called the day before and requested a early check in because I had worked the night shift . The staff said it would be ok. I arrived at 3:30 and my room was not ready. So we went out to eat when I arrived back at 4:40 it still was not ready. Then a few mins later it was ready. The staff was very good & friendly. They made it up to us.
April 23, 2013
Rated 4 out of 5 by rufus43 Great location for downtown and Beale Street.
The staff was sensitive to our needs and very helpful. Wheelchair accessibility was very good. Smaller furniture would have made it easier to get around. The restaurant food was good. Very relaxing and convenient. We would stay here again. Great location for strolling downtown.
April 23, 2013
Rated 5 out of 5 by Verified Reviewer This hotel has great service
Very Nice and professional staff
April 22, 2013
Rated 4 out of 5 by JZ39 Parking
We had a big issue with using the parking deck. I was given two car tags, but we unable to actually leave the parking deck. The cards were never put on our bill, so I had to go back inside the hotel while the other cars were piling up behind me.
I also had multiple issues with the charges that were put on my cards, and it was very inconvenient to have it rectified.
The hotel was prime location and very clean and comfortable.
April 22, 2013
Rated 5 out of 5 by Kareno One night,
Although we only stayed one night I thought the staff and wait staff was very helpful and polite and tried to please us
April 18, 2013
Rated 2 out of 5 by Smith27 Travelers beware
We were very dissatisfied with our stay in the Westin. We were supposed to check in at 4 pm and when we arrived we were told the hotel was running behind and they could take our bags and call us when the room was ready. After an hour and a half of waiting we still have not heard anything. I went back up to the desk and they said there were 4 people ahead of us. We had planned on changing and then going to eat before the Grizzlies game. That didn’t happen. We went somewhere close by to eat then to the game. The game ended and we still did not receive a call. This was around 9-10 pm. We went back up to the desk and they finally gave us a room. We go up to our room and it’s a one bed room suite with a random rolling single bed in the middle of the den area. We had booked a two bedroom queen since there was 4 of us staying; therefore, one of us had to sleep on a pull out coach. We were not informed of this and no apologies were given. I have never been so dissatisfied with a hotel experience. I would not advise going to the Westin during a busy weekend.
April 15, 2013
Rated 2 out of 5 by Bizzle314 delayed check in
As much as I was looking forward to staying at Westin Memphis I was disappointed. Check in time is at 3pm my room was not available until 6pm. The staff offered a 20 dollar voucher which was a good effort but didn't compensate for my time lost. Upon entry of the room it smelled of a heavy cleanser smell that burned my eyes and the room looked as though they did a rush job cleaning it. I was really upset that nothing more was done about my room delay. I tried to get a late check out and was told they done have that available. Maybe I should have asked for a LATE check in. Bad first impression!!!!!!
April 15, 2013