Rated 2 out of 5 by WomanTraveler Feedback
My primary frustration is one I have at all Westins and its causing me to favor other hotel chains. That is, when I call the operator or front desk for assistance inevitably the phone is answered "hello Mr. "Smith" how may I help you." That would great if I were a man. I'm not. Staff tells me the computer system doesn't show guest gender. So, they apparently assume every guest is a man. Why on earth don't you train your staff to simply ask "how may I help you?" I NEVER have this problem at other hotels.
August 9, 2014
Rated 3 out of 5 by Raystay22 Westin Staff
While people recognize name brands...I think the one of the most recognize features of Westin are their people. People make the company. I hope Westin treats their people well because THEY are the reasons why I choose to stay at Westin. My last stay, Feb 2013 at Westin LAX, was made special by NOE at the Concierge. However, the Daily Grill's food could do better for the prices that are charged...much better. The fish tacos were terrible. No flavor is the nicest thing to say. The Taco Truck's food around the corner were so much better.
February 18, 2013
Rated 4 out of 5 by Bgd22 Needs better inspecting and service express
I stayed just for a night before an early flight out of LAX. Skyler at the front desk was very friendly and helpful. Room overall was okay although some things need swapping out like the desk chair, which was super dirty. It also seemed like housekeeping missed a few things in their inspection. There was a can of potato chips in the mini bar that had no lid and broken foil. The person before had obviously taken a few bites without moving it off the tray so that it wouldn't charge. I called service express to let them know so that I wouldnt be charged and they just said okay and hung up the phone. The first time I spoke with this person I was placing a room service order, she put me on hold 3 times and then didn't even send the right thing up to my room.
December 20, 2012
Rated 3 out of 5 by eestimo Nice clean hotel except..
Everything else went well during our stay except that we were charged for a phone call that we did not make. Though it was only for $2, it shows that there is something wrong with the system that tracks the calls. All I did was call the guest services (presumably within hotel premises) to ask how much the rate was if I wanted to extend for a night. The guest services connected me to reservations and this may caused for my call to be classifiied as a local call. This is certainly a loophole that the guest should not have to pay for.
August 29, 2012
Rated 4 out of 5 by alohawindwardguy Not what it once was, but still the best LAX hotel
Airport hotels at busy hubs such as LAX get a lot of wear and tear. The Westin LAX does a good job of keeping the property in a comfortable state. The former high-end amenities (such as overnight dry cleaning, freshly-cooked room service meals 24/7, and on-premises Hertz rentals) are sadly no more, and the shuttle buses are noisy, jerky, and way too crowded -- but still, it's the best property in close proximity to the airport. The food at Daily Grill is excellent. The staff in general are competent and personable.
June 25, 2014
Rated 4 out of 5 by Roger43 Minor problems this stay
We have stayed at this hotel a number of times and in the past it has been perfect. This stay we were given room 326.
The light on the bed side closest to the window was broken. The bulb socket was hanging out and the switch was laying on the chair.
The bathroom sink fixture was loose and moved around when used.
I notified the desk the next morning
I would still recommend the Hotel, but someone is not checking all the rooms.
September 9, 2014
Rated 3 out of 5 by Robert4u A bit disappointed
I had booked a couple of nights at the deluxe rate. I needed two double beds and when I checked in, they told me there were none available except on the lower floors. I reserved for higher floors and that was not acceptable. Given my dissatisfaction, I was given a room in the executive floor at no extra charge. The room was great, but there was only one complimentary water. I usually get two from the other Westins I've stayed in the past. Also, they did not replenish my bottle the next day. The worst part of my stay was I didn't know it was next to a dog kennel. At 7 am, I was woke up by continuous dogs barking. I was hoping to sleep in late on Sunday but all the noise from the dogs was just too much. Unless I get a room away from the dog kennels, I won't be coming back to this hotel.
July 22, 2014
Rated 5 out of 5 by TahitianDreams Great hotel always!
The courtesy bottles of water were not in my hotel room which I had booked days earlier. I contacted the services desk to request the water. It had not arrived in over an hour, so I called again, this time a female representative took my request. It took still another hour and 1 more phone call to get that to happen.
The next morning, I met with a housekeeping person and I requested some coffee. I waited over 3 hours...that never happened.
All this is an anomaly as this is the first time that I encountered these issues.
February 19, 2013
Rated 3 out of 5 by jetlaggedLAX Westin LAX stop-over
The staff are sparkling gems in the rough. And by "rough" I mean the poorly maintained facilities. Relative to other airport area options, maybe this hotel is one of the better ones (???). But there is absolutely nothing special about the experience of staying here. The bed was comfortable enough to get a good night's sleep. Some peaceful plants and fountains barely masked a feeling of being a refugee on the fringes of a war zone in a developing country. This building (+ maybe the whole airport area) needs desperate help.
July 15, 2013
Rated 3 out of 5 by Road2 Unfortunate Issues
Cordless phone not working; had to have engineer bring new batteries. One wash cloth! Had to request more wash cloths which were delivered after 11 pm, ; no remote control found anywhere in room; also delivered after second request 11pm ( first request done in person at front desk); vault faulty: security had to come and open.
Phones and room had lots of dust/ dirt. Cleanliness was lacking.
Have stayed here in past on business which was a totally different experience--much better.
Staff was very accommodating and apologetic.Parking was very good. Heavenly bed was clean and very comfortable. I might consider giving them another try in the future. The location is perfect for travel in/out of LAX. Unfortunately this experience in room 1070 was lacking a whole lot.
June 15, 2013
Rated 2 out of 5 by Disappointed23 Hotel needs updating
In-room internet was down -- had to use Lobby internet (no issue)
Television service was down -- no corrective action available
In-room safe was locked when I entered the room -- required a call to the front desk and service (fixed, but annoying that room service didn't catch this BEFORE I entered the room).
On shuttle bus to airport, several other flight attendants mentioned the same issues and that this Westin is notorious for these kinds of issues. Come on SPG -- you're better than this, especially for the LAX hotel.
February 25, 2013
Rated 2 out of 5 by JayJohn Overcharged
My wife and I had a great stay. The staff was very pleasant and helpful. Our room was oh so comfortable. It was what we expected when we decided to book our room there. Unfortunately when I received my electronic bill I was charged $20 for refreshments that we had not touched. So because of that I had to give two stars. We intentionally went to the market before checking in and I don't appreciate being overcharged then told it would take 2 to 3 business days before I received my money back. Star wood preferred Guest huh?
June 24, 2013
Rated 2 out of 5 by LAtraveler Staff is nice...but the great things end there
I have been trying to find a new SPG location that is a bit cheaper than the W in Westwood for my business trips to LA. I decided to stay at the Westin LAX. In my head I was thinking...great, save the company a 100 bucks a night.. but now after my stay.. not sure if it was worth it. The lobby is nice and makes you think the hotel is going to be good. But I was fooled...The room I was put in was an SPG floor room, so Im not sure what the general rooms look like. As someone else mentioned, my room smelled like cigarettes and a bit like mildew. Im not sure why they would rent out a room when it has an obvious smell of cigarettes. A number of my towels also seemed to be stained. Im not sure if the bed was clean... but based on the smell and the towels I had my doubts..
June 26, 2012
Rated 3 out of 5 by OutreachCorD Convenient..but Far Away!
I did a site visit of this property several years ago and recognized the need for some soft reno then. While they have done some, the first room I checked in to was so dusty and musty that I had to complain about it. Velvet drapes in southern CA? Really?? They did attempt to correct, but I was moved to a different room, a suite, and..the same dust on the drapes, not so much on the furniture. Meeting space needs updating; restarunte is fabulous..a welcome change from the center buffet and banqets that were ther before.
September 21, 2012
Rated 5 out of 5 by Angelfish A nice stay before morning flight
I was pleasantly surprised with my stay here the night before a flight. I tried a different hotel last time and the Westin LAX was much nicer. The room was quiet and comfortable. I enjoyed watching the planes land from my room. I ate at the Daily Grill and ordered the flank steak. It was cooked to perfection, the sides were delicious and the service perfect. The shuttle to the airport was fast.
September 8, 2014
Rated 3 out of 5 by RjG1967 Very disappointing....
I made an online reservation for a room that I only needed to use for a meeting that was going to take a few hours. I called the hotel and asked that a Parlor room be blocked for a 6:30 AM check in. The person who took my call was very helpful and told me that the room was all set. When I arrived at 6:30 AM, the front desk clerk told me that there were no rooms available. It took over an hour for them to get me a regular room. They seemed very disorganized and I needed a Manager to get this resolved.
August 12, 2013
Rated 2 out of 5 by Lovey This hotel was disappointing
1. Room was not cleaned on 1day..called front desk. They said they would give us 1000 points for our in convience.
2. I asked for quiet room. People partying in next room. Called front desk. I think they sent someone up. But the partying continued till 3am. Next day party started at 8 pm we called front desk they moved us to the side of building next to airport. So we could hear the planes land and take off. The bed was so bad in the second room I am still suffering with a hurting back.
3. We came back to hotel at 10:30 and could not find parking throughout the parking garage. There was a flamingo dance event till 4am. The only thing was to valet. When we asked if we could get same price the staff gave us a hard time.
It is too bad this location did not work out. We go to LA frequently
February 20, 2013
Rated 4 out of 5 by Lisa6986 Unsatisfactory Front Desk issues
I would recommend this hotel, but I had asked for a rollaway bed to be put in our room when I made the reservation AND your website allows for rollaway beds. When I got to the hotel, the clerk told me that I only was getting 2 double beds in the room and that there was absolutely no possibility of a rollaway due to "fire hazards" and that there were no exceptions or other rooms. She also never recognized me as an SPG member until I said that I was one and only then she said "yes, I see that." She made absolutely NO effort to accommodate us (we had 3 small children which is why I asked for a rollaway; there were only 2 adults in our room) and she basically told me that I could just buy another room. Very unacceptable for Starwood standards. We would have made reservations elsewhere, if I had none that. My daughter ended up sleeping on the CHAIR in the room that night.
August 23, 2014
Rated 4 out of 5 by Sam41 Front Desk needs Improvement
The front staff person wasn't that welcoming and she seemed like she would rather be somewhere else. When check out time came, there was no one to be seen at the front desk. After a 5 minute wait, I went to the bell desk for help. Finally someone showed up and behold its the same lady who checked me in. Again no apology, indifferent and again a "I wish I was somewhere else" look about her.
The room was great, and the facilities were nice. Too bad about the front desk.
July 15, 2014
Rated 4 out of 5 by Envizion Great Weekend Hotel
this was my second time staying at this property and once again it was a really good experience. the room was clean and neat, bed comfy, and room service was great (and timely). it's a good, short distance from a few freeways and the airport, with plenty of quick food options near by.
the only thing i don't care for at this property is the cost of parking, but there's not much that can be done about it. however, on this stay, i got a AAA promo providing $5 parking for stays of 2 nights or more.
August 21, 2012
Rated 2 out of 5 by NYCItalian Front Desk is low on staff and rude
*Convenient location for early morning flights
* Easy on the budget
* Shuttle Service 24/7
- Hotel is dirty and long overdue for a remodel
- Cannot get smaller portion meals in restaurant
- Front desk staff is rude, has low morale and understaffed...waited 15 minutes to check in and on check out (Nisha or Kisha) was extremely rude and un-helpful. She was complaining that she just came on the clock and was not awake yet...like I care!.....bad hire!
July 11, 2014
Rated 3 out of 5 by Hpf30 Well maintained but average need service help
Property is on the average side of what you would expect at Westin. First time ever as platinum member that wasn't upgraded even to Starwood preferred floor. But my complaint is with front desk check in and check out. It is a large property underserved with front desk attendants. Waitiing 20 mins to check in at 9pm when you are exhausted from LNG day is not welcoming. At check out there was no one at the desk. This was at 5 am. But all the more important to catch an early flight
February 27, 2012
Rated 1 out of 5 by John99999 Not Westin Quality
Disappointed in the quality of this stay. The blankets looked very old and stained with absolutely no material inside, clumps bunched in the corners of the sections of each blanket. Asked for extra blankets and 3 came after 1.5 hours waiting (almost 10:00pm) and the same quality or lack of. Room temperature never reduced to where we set it all night which actually was good considering the blankets were void of their filling. Hot tub was tiny and not very hot, pool was cold.
June 6, 2012
Rated 4 out of 5 by SusieQue Decent Place to Stay
I stayed at the Westin LAX for two nights while attending a conference. I probably got the less comfortable room my lowered "conference rate" had attained. No fridge or microwave. The snack items that were offered in the room's dispenser were horrifically priced ($5.89 for a small bag of bite- sized cookies). But the bed was beautifully dressed and comfortable. In- room dining service was excellent. The staff was extremely polite and helpful.
July 13, 2014
Rated 4 out of 5 by Jawage Great Hotel
My wife and I arrived on a Saturday morning at 630AM after a four and a half flight from Maui, Hawaii. The hotel was convenient, clean and the baggage staff was excellent. The room was clean and comfortable. Unfortunately we could not check in right away and was told to we had to wait eight hours until the check in time of 3PM. We would appreciated even the slightest attempt to help with the check in, but none was made. Other than that, it was nice place to finally stay..
June 4, 2013
Rated 4 out of 5 by rj29 Westin LAX
The hotel and staff are very nice. The one challenge is the Daily Grill. The people there are awful. I couldn't get through to room service and when I called the restaurant they were not helpful at all. In fact, one took my order and said he would walk it over to room service and never did. Their menu and telephone number are in the room -- so I am not sure why they were upset when I called them directly.
The room service representative comped I ordered the next morning.
January 28, 2013
Rated 1 out of 5 by Chloebagsandshrimp westin lax hotel
Shower did not work the morning I was to check out, the delay on both front desk and really the terrible customer service from Managment was just late and intolerable for one of the managers.
If I was traveling out on a flight that am, I would have had to have missed my flight due to the fact people were moving very slow in my opinion.
Please have your management brush up on there customer service, and as well... if the issue was actually effecting them or in my shoes.
November 26, 2012
Rated 3 out of 5 by marc12376 OK for overnight airport stay
Pretty average hotel in need of some improvements when it comes to cleanness. We staid 1 night because of a late arrival into LAX. Had a room on the executive floor. Average room. Quite noisy as you can hear every plane taking off at LAX. But I guess that's just what you need to expect from an airport hotel.
September 7, 2014
Rated 3 out of 5 by DCBuff Average Airport Hotel in Westin Wrapper
Like other hotels near LAX (and a number of hotels are closer), the Westin is merely average at best. Downsides on my stay: the wake-up call never came (thankfully, on east coast time I was already awake); the bathroom door wouldn't stay open (necessitating it to be propped open); the shuttle to LAX was packed early a.m. (the hotel needs to anticipate the needs of its clientele). Better than the awful LAX Four Points I stayed in a few months ago is all I can say for it.
September 23, 2013
Rated 2 out of 5 by musikdude Biker Convention = No Sleep!
My primary complaint is that I had a terrible night's sleep due to a large (as in over 1000 people) convention going on, which seemed to consist entirely of motorcycle riders and the women who love them!!! From the yelling in the hallways at 2am to the actual ROAR of motorcycles outside on the street , on dozens of occasions throughout the night. Just when I would fall asleep, another noise would wake me up.
The room itself was fine- starbucks in room coffee is a plus.
July 8, 2012