Rated 2 out of 5 by stageharbor1 falling apart and poor service
by far and away the worst Westin experience I have had. I spend approx. 45-50 nights per year in hotels, mostly in higher end Starwood brands, and this was clearly subpar. the hotel is almost literally falling apart - towels hooks were taped to the back side of the door and fell off during the night, screen doors were off their tracks, shower handles spun around to no effect, tv was not fully functional, etc. - and the service was subpar to the point that dishes left outside the room were not removed 36 hours after we left them, despite repeated calls. and the view from the hotel is definately not picturesque.
April 4, 2012
Rated 1 out of 5 by Kryzti Great Place, but the Fees are Ridiculous
This is generally my go-to place to stay in Orlando. It's clean, nice and in close proximity to the attractions that I like to frequent. Also, it USED to be very affordable, especially via bidding sites like Hotwire and Priceline. However, the required parking and leisure package fees make this place not so affordable. I ended up shelling out an additional $70 in fees for a weekend trip. That is absolutely absurd. I will be looking for another place to stay when I visit Orlando again.
January 20, 2015
Rated 4 out of 5 by JB123 Great...
I am writing only to try to change Westin's policy regarding in-room wireless internet access. For a hotel chain of this quality to require payment for wireless internet is unappealing, especially for SPG members.
October 28, 2011
Rated 5 out of 5 by deerisle Great staff and comfortable hotel
I stayed at this property for a small conference onsite. The hotel is directly across from the convention center, and we used all of the meeting space at the hotel. While the meeting space is smaller than some hotels, it was up-to-date. Everyone loved the venue.
All of the staff was courteous and very responsive. The rooms were just what you'd expect at a Westin-- spacious and comfortable and quite.
The location is excellent. It is near the convention center but just away from the traffic of I-Drive. It is thus quite but near the restaurants, etc.
January 19, 2012
Rated 5 out of 5 by Flyingtailor Overall good stay
I really like this hotel have stayed here many times.
Big rooms great Valet parking good location and very quite area. A small pet peeve rooms could be a little cleaner.
November 10, 2014
Rated 3 out of 5 by Per10 60 dollars per night for Internet!
Took my family to Florida for a week and on the way to the Westin I passed a number of hotel chains offering both free Wifi and free breakfast.
But at The Westin Universal Boulevard they will charge you 15 dollar per day for internet. But the fee only includes one device. If you have kids, who wants to play on their mobiles, you will end up paying 15 dollars per device and day.In my case it would be 60 dollars per day for all of our four devices. I am surprised that customer oriented companies like Starwood keeps charging high fees for Wifi. It is bad revenue! If you want to use free internet you have to take your family down to the reception area.
February 27, 2014
Rated 4 out of 5 by super66 Nice but.....
I booked a one bedroom suite and as a gold member they congratulated me and upgraded me to a ONE bedroom suite. I let them know, 'that's what I booked, and was hoping the upgrade would be to a 2 bedroom.' The reply was 'oh.' And no further upgrade. The room and hotel were both very nice. However, traveling with 2 little ones, the room is extremely tight for 4.
I also would say no free internet to a gold member with a lot of stays and spend on the SPG card was a complete let down. I asked and was told it wasn't included in my rate.
It seems SPG is back to offering free wifi to members, hope this is accurate.
December 30, 2014
Rated 5 out of 5 by Rob334 Great Hotel
I wanted to thank you and your staff for a great stay. My family and I had a wonderful time and enjoyed the stay. I have two comments, the restaurant was outstanding, the food and services was great.
I'm sorry because I did not get his name, but he worked as one of the valet, he advised that he came from New Orleans after Katrina. Describe, African American bald male. He was outstanding and such an asset to your hotel. Don't lose him .
April 12, 2013
Rated 4 out of 5 by GRP1921 Thankfully First Impression Was Not A Lasting Impression
I just finished a 5 night stay. When I was checking in it was early evening and there was only one staff member at the check-in desk already helping the only other guest present. It was clear to me that check-in for this guest was pretty much complete as she was being handed her room keys. However, after this the two began to chat about personal things, while I stood by. I think it is good customer service, and enjoy being engaged by staff, however not when other guests are waiting to be assisted. It was clear the employee was aware I was waiting to check-in (luggage) but nonetheless remained conversing with the guest. This continued for approximately 5 minutes. Finally they finished their conversation. When I approached the desk I wasn't even offered an apology, but in fairness, the employee was pleasant. I am glad to report that this was the only issue I encountered during my stay. Beyond this the staff were all helpful and friendly, whether in seeking directions or getting additional bathroom supplies. I booked a corner suite (for a very reasonable price) and found the room to be very large, with a large patio, and it would be very handy for a family of 4.
The location is right across the street from the Orlando Conference Centre - North Concourse. The South Concourse obviously is a bit further away, but connected to the North building. However, if your event is at the OCC West Concourse, that is a healthy 15-20 minute walk. Thankfully there were shuttles running from the hotel to OCC-West for our event. If you do not have this arrangement, good chance you will be a sweaty mess when you get to the OCC-West.
There are a number of nice restaurants, and some decent shopping to the Southwest of the hotel - about 15 minute walk, which was really nice in the evening when the temperature was perfect for walking around. If you want outlet shopping, that is about 4-5 miles from the hotel. A little too far to walk, but a pretty quick cheap taxi ride away; or even use the bus / trolley service.
I'm glad my first impression was not the norm, and overall I had a very good experience, and would easily stay here again without concern.
November 1, 2014
Rated 1 out of 5 by Jsmits Watch out for 12th Floor
I recently stayed at the Westin Imagine at Orlando to attend a professional conference. I was given a room on the 12th floor. The next morning, after beginning my shower, the water STOPPED RUNNING after about three minutes. After complaining, I was informed that they know between the hours of 8 - 10 am, the 12th floor does not have water pressure. I was then offered to either change a room or receive a free breakfast. My first question is - if you KNOW that the problem exists, what not FIX IT? Why would you continue to put guests into rooms that YOU KNOW have this water issue? And then to make the suggestion to either bathe the night before or before 8:00 am - this is truly NOT guest focused whatsoever. In addition, on the last day of my stay, my room never received maid service. I did not get back to my room until very late that evening, and was flying out early the next day - totally without maid service from the prior day.
January 24, 2013
Rated 5 out of 5 by BigDawg67 Great feature and central location
Stayed with my wife and teenage daughter over the Thanksgiving Holiday. Spacious, clean, comfortable room. Had a corner 1 bedroom so my wife and I had a separate room. Staff was great. Nice location, centrally located between Disney and Universal as well as convenient to MCO. Would definitely recommend and return when I travel back to Orlando!
December 3, 2012
Rated 2 out of 5 by DisappointedOne DisappointedOne
The air conditioner in the room didn't cool the room and there was no hot water. When checking out, I expressed my issues and the reply was "well, other than the room issues, did you enjoy your stay?" Terrible customer service, horrible room experience, lousy way to start a vacation. Obviously this Westin doesn't appreciate customers.
July 1, 2013
Rated 3 out of 5 by VLT1 SO-SO
Was not impressed:
Toilet handle broken
kitchen only had one bowl, one plate
kitchen did not have a wine opener
TV only worked sporadically (could always get audio but sometimes video would be mia). turning the set off and on repeatedly would remedy the situation.
However, staff was great.
December 30, 2011
Rated 5 out of 5 by JBN25 A relaxing property
After a long day at the convention center attending a trade show,it was wonderful to get away from the tourist area and have a quiet, elegant hotel to return to. The food in the restaurant was well prepared and the service was top knotch. The rooms were clean and comfortable. I have already made reservations to return.
February 6, 2012
Rated 5 out of 5 by East2west Awesome Experience
Traveled with my family including our five month twins. Staff here were awesome - everyone from valets to wait staff - great customer service and genuinely friendly. We will be back - recommend this hotel for everyone. Food in restaurant was excellent.
February 23, 2014
Rated 5 out of 5 by Cbc73 Great experience
Excellent - quiet, clean, with a touch of posh. If you are looking for the excitement of an Orlando Resort, this is not it. If you are looking for a Very nice hotel, with superior service, that is quiet, convenient, and fairly priced- this is it1
February 23, 2014
Rated 4 out of 5 by Bir7y Hotel facilities
I didn't like the following: 1- no laundry in the hotel !! 2- the hotel charge for the internet (we are in 2012 where internet is complimentary ) 3- charging daily car parking (the hotel is in the suburbs not in NY city)
May 27, 2012
Rated 1 out of 5 by brianna2231 Will never stay there again
Had a very very bad experience. Managers on staff was awful and rude. Was not a pleasant stay for my anniversary with my husband!!!
October 21, 2013
Rated 5 out of 5 by John34 Never be Sorry for my stay
When I reach the entrance of the hotel in the parking lot I know that my stay will be fantastic
December 29, 2011
Rated 1 out of 5 by Drs007 Room had no water
Room had no water and we had a early flight didn't have time to argue with front desk room 927
December 24, 2012
Rated 5 out of 5 by xcitme13 Always a great experience
We always stay here when we come to Orlando and it's always a great experience.
October 17, 2012
Rated 2 out of 5 by BlackRooster Front desk staff was deplorable
Unfriendly and arrogant, not responsive to needs
January 1, 2013
Rated 5 out of 5 by Bob98 Comfortable hotel
Nice staff, clean facilities
March 26, 2014
Rated 5 out of 5 by Ken196 Another Outstanding Experience!!!!!
My fiancé and I stayed at the Westin Imagine in Orlando our fourth time in two years. The Westin Imagine is our main attraction. What makes this hotel special is many things. First, the people who work there are extremely friendly, professional and attentive. We now consider them part of our family. Mike, the General Manager is extremely pleasant and professional. He was greeting guests as they entered the back of the hotel. Candice is super friendly to us, all smiles and made sure our stay was comfortable. Zane was amazing as usual with his service with lunch, dinner and drinks. Rosario provides us with such a great breakfast experience, very knowledgable about Florida attractions and just the nicest person. There are so many other wonderful people who work hard to provide the best experience possible. The Westin Imagine is extremely clean and fresh smelling!! Our room was spotless. The pool is very clean and very well maintained. We were pleasantly surprised to see a completely updated fitness center with all new equipment. My fiancé and I worked out every morning.
We're taking our family down to the Westin Imagine in March. We're also looking forward to booking our October honeymoon! We could keep going on and on about this hotel. We consider it more like an experience beside a place to sleep. We highly recommended the Westin Imagine!!!!
Ken and Allie
November 10, 2013
Rated 5 out of 5 by Jordan3 Above and Beyond Just Being a Great Hotel!
My wife and I recently stayed at The Westin Imagine Orlando so that she could get some much needed surgery from a specialist in the Orlando area. Being from out of town, I decided to stay at this hotel because I had stayed here on a business trip last year and recalled it being a nice property. Well, it is a very nice property, well appointed, nice rooms/suites, good prices on food and drink, huge pool, etc. etc. - all those things you'd expect from Westin. But this property excelled in the area of "Service."
From the front desk accommodating all of our needs as it related to rooms for ourselves and her parents, to the concierge knowing us both by name and why we were there, to the valets having the car waiting for us each morning we came out and having a wheel chair waiting on us when we returned from the hospital, to the housekeeping staff working quickly and politely around my wife recovering in the bed, to the valet insisting on the day of check out to get not only the bags into the car but assisting me as we moved my wife into the car as well.
I travel worldwide extensively every year and rarely get to enjoy the beautiful rooms I check into (alas, work takes place outside of the hotel), but spending a week at the Westin Imagine was almost better than being at home ... almost! Hats off to the concierge Elaine, the valet Wayne, the bartender Danielle, the housekeeping staff, and the entire front desk staff for their detailed, sincere, and well executed "Service!"
From my wife and I - Thank you very much!
October 2, 2012
Rated 3 out of 5 by MRHCanada Disappointed for the first time
Have never been disappointed with a Westin before - anywhere, but this was a first. The room was adjacent to a "Trash" room and featured a fairly constant banging sound that felt like it was coming through the walls. Arrived late and was out the next day, so by the time it was noticed it seemed too late to change. While I didn't do anything about it, it should not happen in a hotel like this. In addition, the dishes in our kitchen were taken away, but not replaced during the visit. One of the days, no service was provided to the room until between 6-7 pm after it was pointed out. Overall, not "bad", just not as satisfied with the stay as I have always been in the past. Expect more from my favourite hotel brand.
November 9, 2011
Rated 3 out of 5 by AaronHarleyBailey Room Service is Outrageous
We all expect to pay more for room service, but this is over the top. There's a $3.50 delivery fee AND a 22% service charge. I could live with that, but then when you see that all of the menu items on the room service menu are identical to the ones in the restaurants EXCEPT THAT THEY"RE ALREADY MARKED HIGHER, it leaves a really bad taste for the guest. The smoothie is $6 in the cafe, but then $8 on room service for the same thing PLUS $3.50 PLUS 22%. It's like that for every menu item. It's shameful really. Is it any wonder guests go off property or order delivery from outside restaurants? The property also seems sterile and bland. No sense of personality. And the lighting in the rooms is so dim it's actually dreary.
November 29, 2012
Rated 5 out of 5 by WONHYO Thanks for all staff
I would like to express my thanks and appreciation for the service and care I received at The Westin Orlando Universal from Dec. 28, 2014 to Dec. 31,2014.
I took my wife and child's on our 10th wedding anniversary vacation, and I wanted it to be perfect. Your staff did not disappoint me. Your concierge, Nicole (Front Desk Staff), Every time we came in contact was attentive and kind. Very thanks for her.
It is difficult to find English equivalents that exactly correspond to Korean expressions. But She is best of the best. We have already decided to return to The Westin Orlando Universal for our next vacation, which will be next year. We had a wonderful 3 night for The Westin Orlando Universal, and I have recommended The Westin Orlando Universal to all of my colleagues, friends and family. Thank you again for such outstanding service.
January 2, 2015
Rated 5 out of 5 by FLSL Great short term stay location
We stayed here for 1 night to attend a trade show at the convention center. It's a nice walking distance if you don't mind a little walk. The rooms are very nice. We also celebrated our anniversary while we were there, and the management upgraded us to suite and even had a card waiting in the room for us - nice touch! The hot tub is super hot (awesome) and the grab and go breakfast was great. I'd totally stay here next year for the convention. VERY clean and the staff were some of the best I've found. People were falling over each other trying to help us.
October 9, 2012
Rated 5 out of 5 by wigstheome Quality Stay
Checked in on a Sunday afternoon. Check-in was quick and simple (although you should know you need to check in and get a room key before trying to self park). As a platinum, I was upgraded to a corner king suite, and a big advantage of the hotel is that there are a lot of potential room upgrades. The room was very comfortable, the HVAC kept the room nicely chilled, and everything was in good repair. My bill upon check out was correct, and everything was was expected.
September 18, 2014