Rated 4 out of 5 by librarybuff14 almost right
staff when needed was responsive & accommodating. the problem was needing the staff too often:
the message light kept blinking but i couldn't directly access my messages;
the connection to wi-fi needed work twice, one time resulting in speaking to a very rude & impatient remote IT person (the local couldn't fix it)
the biggest issue: trying to be "green" actually translated into your room NOT BEING CLEANED AT ALL! the Westin note said it would only result in not changing sheets & towels. This is misleading, and the $5 coupon was meaningless and useless as it could only be redeemed in the restaurant
June 26, 2014
Rated 1 out of 5 by Jay22 Hope you love secondhand smoke!
The smoke-filled lobby in this property COMPLETELY undermines the Westin and Starwood brand. Definitely don't "Breathe Deep" here. Secondhand smoke is more than a nuisance - it is a serious health hazard to guests and all the people who work here. Westin staff should not have to get sick or die from breathing at work. Here they seem terrified to talk much about it w/o risking their jobs. Backed by SPG marketing, the lobby casino could be a huge success if it were a 100% smoke-free oasis in Vegas. Although many other states and countries now have smoke-free casinos, no one else does in Vegas. Westin would be an ideal location. I certainly would gamble $ here if it were smoke-free, and many other SPG members probably would too. It has been 5 years since Westin led the hotel industry with a landmark 100% smoke-free policy that is both good for health and good for business.
If Starwood can't get the casino operator to stop undermining their brand and staff/customer health, they should deflag this property. It's easy to take smoke-free hotels for granted these days because they are so popular. That is thanks to Westin. It's time to end this huge deviation from the brand and what it stands for.
December 2, 2011
Rated 4 out of 5 by Las46 Location
Awesome place to be very close to everything , your off the strip but in the middle of it all
July 1, 2014
Rated 5 out of 5 by ydnas Great Las Vegas hotel!
We love this place. It's not so gigantic that you can't find your way around. It is close to all the main Strip casino activities, rooms are large, clean, and comfortable, dining room meets are needs - perfect for us.
June 30, 2014
Rated 5 out of 5 by PennStateFan Excellent location
A very nice place to stay in the heart of Las Vegas but quieter than staying in one of the large casinos. The pool area was nice but small. A great way to use Starpoints.
June 29, 2014
Rated 2 out of 5 by PeteS Shouldn't Be Branded Westin
I have stayed in many Westin hotels worldwide. This is the worst one. It is not a bad hotel as hotels go. It is just not up to the Westin standards. The staff is not as friendly. The rooms are small. The decor is worn. It was another brand before it became a Westin. I try not to stay here unless I absolutely need a stay credit.
December 1, 2011
Rated 2 out of 5 by etmj Not up to Westin standards.
This hotel has old and outdated rooms. For the price we paid for our room I could have added $20 and stayed in a suite on the strip at a top rated hotel.
When in Vegas I expect a beautiful flashy room that I like to come back to after a long day out. The Westin rooms are like the ones I would stay in when I was 21 just to shower get an hour or two of sleep and head back out. They also had the nerve to add a resort fee on to my bill for the free beer and wine they serve in the evenings. Everyone in vegas gives free drinks just sit down at a table or machine. All and all not up to Westin standards.
December 16, 2011
Rated 4 out of 5 by Susie2 Quick walk to the strip
The hotel is a short walk to the Las Vegas strip. It is a non-smoking environment. The rooms are clean. The restaurant has great food at reasonable prices and there is a Starbucks onsite. I was pleasantly surprised. I enjoyed my stay.
June 27, 2014
Rated 5 out of 5 by JBPhoenix Hotel has a great staff!
This hotel is awesome in terms of the staff, customer service, sleep, and ease of access to Vegas for both business and leisure travelers.
June 28, 2014
Rated 3 out of 5 by Bill1re Overall A Nice Stay, But ....
Having read the prior reviews, I was concerned with the overall cleanliness of the hotel and the outdated rooms. So, before I booked the week of December 3rd, I called the Platinum concierge not once but twice to ensure that I would at least be upgraded to a room a new new TV, not the 1970s TVs that I read about. Well, after assurances from both the Platinum Concierge and the hotel itself that the hotel was not fully booked that week and I was sure to be upgraded to a new suite, I went ahead and booked the room. Well, sure enough I get there and "oh sorry" the Rodeo is in town are we just found out 5 minutes ago that we have VIPs coming to the hotel. LOL, BS .... Otherwise the staff was nice and hotel was comfortable, but the 70s TV for a loyal Platinum member really sucked!!
December 15, 2011
Rated 4 out of 5 by RS24 Noise
There was noise from the corridor and adjacent room (through the connecting door)
June 26, 2014
Rated 4 out of 5 by Swhitman Great but problem with key card could have caused big airport problem
I had a good experience with Westin overall. However, my key card was canceled and had to be reissued twice during my stay. This would be just a minor inconvenience except that the last time, it was the morning I was checking out of my hotel. I was going back up to my room to pack quickly and go to the airport and was unable to get in. The concierge was unable to reinstate it right there and basically told me to go upstairs and wait for someone to let me in my room. Well, I really needed to get going. When he was not there within a few minutes, I had to come down and ask a manager to send someone up with me to get into the room. The manager was agreeable and the man who came up was very nice, but this took longer than it had to. I didn't want to miss my flight!
I ultimately got to the airport in time and all was fine, but I didn't get to check around the room for last-minute details as I would normally have done. I do believe I left a phone charger there. It's not a big deal, but some little things become big things when you're in a time crunch.
You should 1) be mindful of people's timetables when they are traveling and be quicker on problem solving and customer service. .
2) improve your key card system.
Overall I was very happy with the Westin. Thank you!
June 26, 2014
Rated 1 out of 5 by 2ndhandpotsmoker Room on SPG Fl full of 2nd hand pot smoke from neighbouring room
Someone on my SPG floor was smoking pot though it was supposed to be non-smoking.....broken phone (service express button only gets busy dial tone, had to dial 0 instead to get to service express)....,broken clock, Millwork has chips, faucet broken on the surface....carpet sticky, room stuffy & I did not feel the bed was even clean....yuk!
When I 1st got into the room, turned on the light, room light was not on.
Mentioned above to SPG Gold & to the hotel service express - nothing was done! Not even sorry!
I'm deserved to be compensated by getting worse than SPG cat 1 room in Westin LAS SPG cat 5 property. Pls contact me to put it right.
January 2, 2013
Rated 2 out of 5 by haspi Needs Immediate Renovation
I have checked in, walked into the room and checked out! The facility, especially room are extremely outdated. This facility does not deserve Westin brand. Staff was helpful enough and understood the situation.
November 30, 2011
Rated 4 out of 5 by speaker623 Nice staff
great service, nice staff
June 25, 2014
Rated 4 out of 5 by vandesc Good value
Nice bright rooms, spacious with ample drawer space. Electric probably needs a minor upgrade. Door didn't always close completely without an extra push...
June 25, 2014
Rated 5 out of 5 by doopie33 Always been a great experience
This is my favorite go to hotel in vegas. Genuine friendly staff that always ensure our needs were met. We had a large group with multiple rooms on a sold out weekend. Still they were able to put us on the same floor and made the process smooth and easy. Thanks guys!
June 24, 2014
Rated 1 out of 5 by Mike09898 Decent Hotel , Awful Management
Hotel is OK , but beware that all the flight crews use this hotel so they are coming in out of their rooms at all hours. Management is truly awful. They never acknowledge your status and always say the hotel is full but then will check in flight crews and non status customers after you when they told you they have no rooms. When you voice your concerns , they say they care but don't do anything about it. Stay here if you are super concerned about maintaining status or want the points, otherwise stay somewhere where customer service actually exists.
May 20, 2012
Rated 2 out of 5 by Gary dirty and old
surprised this is a star wood property
December 10, 2011
Rated 2 out of 5 by Mangosteen Extra charges
Was charged an amenity fee that was not disclosed at checking in. When I called when I got home the supervisor said that it was always charged to cover the bottled water even though they had tags saying complimentary, parking even though it was casino parking that anyone can park in for free, a sauna that no one even mentioned and good luck with my company reimbursing me for, and discounted wifi that was told was complimentary. The supervisor said she could do nothing as I had checked out using the receipt under the door. Loyal Starwood customer for years who will never recommend this property.
April 13, 2013
Rated 5 out of 5 by sb50 Best hotel in Vegas
There's Enough Vegas here, but its quiet, comfortable and easy to navigate
June 8, 2014
Rated 2 out of 5 by Duder13 Very Dissapointing
Annual visit to a conference that is regularly held at a casino on the strip and tried the Westin as a frequent Starwood member. Upon arrival the main entry smelled like burnt hair. My first room was very dirty, stains on carpet, water rings on desk, interior walls with marks and other notable damage. Did not want to hassle with a transfer request as I would not be in my room that much. However, the heat did not work (45 degrees outside in December) and the first night was very cold. Enginner (who was great) could not fix it and helped me move to a room he said was newer on the same floor. This room did have a fresh coat of paint with a working heater but still had stains allover the carpet. 17th floor (Starwood Preferred Floor) always smelled of food and trays left by other guests seemed to always be in the hallways not collected. Don't think I'll be staying at this location again.
December 22, 2011
Rated 2 out of 5 by SPGMemberA1 Cold Shower
No hot water at 7AM. this is not acceptable in Westin hotel having to cold shower in busy morning. Room was not clean, smelled bad and unfriendly staff members. Very disappointed.
June 23, 2014
Rated 2 out of 5 Category 5 failure........
I have stayed at many Westin Hotels, all over the globe. Unfortunately, this stay was the absolute worst in a Westin brand hotel. As a platinum I am very loyal to the SPG brand, that is why I stayed here; it's the only option you have on the strip, now that the big hotel down the street is no longer SPG.
To start on a positive note, the location is great, just a few steps off the crazy busy strip, it is an escape of a location!! In this property you get the best of both worlds, crazy busy, and a relaxing place to hang out and hid away. Also, Alejandro and Amanda tried their best to correct the issues as they occurred, but this "resort" is in some desperate need of TLC and in need of staff training in cleaning and customer service.
This hotel is not a category 5 property, it is more like a property that is being hit by a category 5 storm at the moment. As you will see in my rating, there are good and bad points in this property; my rating of 2 might be a bit harsh, but the management of this place need to address the many problems, or it will get to a point they can't fix it, and it will be kicked out of the SPG line up - then we all lose.
The stay started out disappointing before I got here in that my request for a Suite Night Award could not be honored. However, the nice gentlemen checking me in, acknowledge they couldn't honor a room upgrade and that he was apologizing on behalf of the hotel and the manager. He offered me a full breakfast buffet for the disappointment of no upgrade. Great touch, and I thought I was off to a nice stay. Most problems can be fixed by being honest and upfront, and the front desk guy did just that. Again, this hotel has some good points.
However, after being in the room for an hour, I began to be frozen out. The A/C wouldn't shut off based on the thermostat setting. The battery on the floor underneath it might have had sometime to do with that, so I called service promise desk and they said they would send up engineering. Engineering came up, however, the gentlemen didn't seem to care what I was explaining to him (I own rental houses, I know a bit about A/C), he changed a filter, which was not the issue, said it was okay and left. 1/2 hour later I was FROZEN out of the room, I called back down to service express they said that they would send engineering back. Service express called a couple minutes later and said it couldn't be fixed and they would move me but the hotel was full and the room was a downgraded double room. I was unhappy, but had to move as I was freezing. They said a bellman would be up with the keys and move me, I asked for 10 mintues. Why wasn't the engineer honest with me, very bad customer service from an unfriendly worker.
A knock on the door occurred 5 minutes later from housekeeping wanting to flip the room. I told her I wasn't out yet! Then 10 minutes later, a person arrived with my new room keys to the downgraded room; he had no interest in helping me move my 1/2 unpacked stuff. I dragged my stuff, with no cart down 2 floors with him walking behind me, talking on his walkie talkie! HORRIBLE customer service. The situation had now gone from bad to worse. Each time the staff involved make the situation worse, many of the staff really just don't care they look unhappy, very few smiles, it's a sad place.
I got in the downgraded room and it was dirty! The power strip for the computer on the desk either had white mold on it, or someone spilled soda (I hope) on it and the dust from the past year had attached to it. The curtain was partially off the rod, and the bathroom fan had over 1/2 inch of dust and dirt in it, restricting over 50% of its airflow.
I called down to Service promise a 3rd time. Amanda came up along with Alejandro. Amanda offered me some service points and Alejandro got a maid to re clean the room and left a couple bottles of wine on the TV stand, which was nice touch. After the maid left I rechecked, she wipped the top of the powerstip but the cord still was disgusting. I was so upset, I didn't call the service promise desk back, I checked out in the morning to a different property.
I am suppose to be back here for four nights in January of 2014. At this point I am not sure if I will give them another chance or not. It depends on Amanda's followup. I will repost an update IF I come back.
My recommendation is to approach this property with caution based on my experience, maybe it was a comedy of errors, but I am just not sure.
April 7, 2013
Rated 5 out of 5 by Paka808 Hotel Staff is always friendly
Every single member of the staff is friendly, whether it's the front desk, housekeeping, restaurant, bar, casino, gift shop, valet, etc. I'm almost always greeted or acknowledged with a smile or "hello" by any employee wherever I am in the hotel.
June 21, 2014
Rated 1 out of 5 by NewYears2012 Hotel leaves alot to be desired.
I booked this and then was offered to upgrade for a nominal charge - which I took. We arrived and were supposedly upgraded - the room was in very poor condition. The carpet was ripped, the toilet wouldn't flush, sink wouldn't drain, and the toilet paper holder fell off the wall. All within less than 5 minutes after arriving. We were then given a new room by hotel staff - on the Starwood Preferred Guest Floor. As a Starwood owner and a paid upgrade I would have hoped I would have been on that floor to start. Anyway, new room HVAC system did not work so we spent the evening in an 80 degree room. Maintenance was unable to get the HVAC system right. Will never stay here again. We are returning in March and have already secured other accomodations.
January 5, 2012
Rated 2 out of 5 by EaglesFlight The people are nice, but the hotel is dated
I've only been here for 4 hours, but my first impression is that this hotel is in bad need of updating.
The lobby area is old and dark. The check-in area looks like it's been updated recently, but you don't see that when you walk in the door. You see a dark casino area that looks old.
The carpet in my room has been here so long it's matted completely down. It's like walking directly on the concrete under it. The bathroom seems to have been updated, but everything else is old. Even the TV is an old analog CRT. The furniture and walls are obviously 20+ years old.
I was warned by a local friend that this property was having ownership and management issues. I can see this in the property.
Unless I hear otherwise, I will not return to this hotel.
January 9, 2012
Rated 1 out of 5 by FreqTraveler24 Friendly staff but charmless and poorly managed
I was extraordinarily disappointed by my recent stay at the Westin Las Vegas. Our stay was marked by a series of misadventures and missed expectations, although the staff was generally very friendly.
- Upon checking in (at approximately 6pm) we were told that the computer system had been down all week and that it would be another 30-40 minutes before they could tell us what room we would have. The desk clerk (Shaun?) was courteous and acknowledged our SPG platinum status and offered compensation for the delay (all appropriate and well-handled) - but we didn't get a call with a room assignment for nearly 2 hours, well beyond the expected timeline (and unacceptably late given our travel that day from the east coast with young children). Other desk clerks generally seemed disengaged and the front desk was understaffed the entire time we were there (1 person other than a dedicated 'air crew' desk clerk who made no effort to help any other customers when not busy and there was a line for the other clerk).
- Housekeeping didn't come to the room until after 4:30pm - after we returned from a full day out of the room and were changing clothes for dinner. They were very polite and willing to wait until we had finished changing clothes, but this is unacceptably late to visit the room for the first time.
- Whether through incompetence or collusion, we received multiple phone calls from an 'entertainer' who claimed to be trying to reach another room and then offered to come to our room instead since we 'sounded bored'. (We had actually been asleep before the repeated calls.) Matching a room number and guest name before forwarding a call is standard procedure at every hotel, but somehow not successfully accomplished here.
- The hotel room was a charmless box, not up to my expectations from Westin properties outside the US. While the beds were excellent there was nothing else about the room to recommend it.
- The pool, while clean, was microscopic and not really worthy of the term - it was about 20 feet long.
Net, an incredibly disappointing stay and poor value in comparison to the numerous outstanding hotel options in Las Vegas. I would not stay here again and would recommend avoiding - it has actually made me quite wary of other Westin properties in the US in selecting future stays.
November 7, 2012
Rated 4 out of 5 by wigstheome Okay but not Great
Checked in on a Sunday evening; fast and efficient. No upgrade available (sometimes that is life). Room was definitely on the smaller side, and was relatively dark. Bathroom bordered on tiny. Furnishings were all in reasonably good condition, albeit showing some wear and tear. Sort of a pain having a casino in the lobby, although at least it is a lot smaller than true casinos.
May 30, 2014
Rated 2 out of 5 by Thaddeus Dissapointing stay
Because I was staying midweek at this property I figured I had a good chance for a suite upgrade with my Platinum status. I was told that they were all sold out, and very disappointed in the morning to see newspapers in front of all the doors on the floor EXCEPT the suites. We were also told that there would be a continental breakfast set up on the 17th floor, which unfortunately was incorrect information. The front desk was nice enough to provide a credit for $10 at the lobby Starbucks. The rooms are very small by Las Vegas standards, but the lack of a very loud casino was quite nice. Pros: helpful front desk, location, free parking. Cons: lack of upgrades while obviously available, small rooms, resort fee ($12 I think). The front desk told me the resort charge was non negotiable and that it was less than any strip hotels, and covered bottled water and newspapers which should all be provided to Plats for no charge as well. Ironic, since I stayed the next night at a nicer strip hotel for half the price and no resort fee. We also never got the water hot enough to take a shower. It was lukewarm and very uncomfortable. Skip this very mediocre property when in Vegas, as it is not near as nice as even the cheap strip hotels. Love the Starwood, but NOT this property.
January 25, 2013