Rated 1 out of 5 by eddy85xu Poor experience
Booked a King, and get a double only. Key does not work
February 23, 2015
Rated 4 out of 5 by doublej Downtown Delight
The Westin Book Cadillac is a great hotel and Westin should be applauded for the renovations it completed on this building. My wife and I stayed here for a Saturday night, and could not have picked a better place to stay. Check-in was quick and efficient, with the front desk confirming (without prompting) that I was a Starwood Preferred Guest (SPG) member, and giving us a great room on the 17th floor.
The room, 1701, was a little walk from the elevator, but had a nice view and a good layout. The hotel has great restaurants inside, but we choose to head to Woodward, and eat at a couple of the restaurants there. Next time, I would like to try Roast which was pretty busy on Saturday.
Valet parking might not be worth it (self park can be quicker than valet). Pool area was ok, but not conveniently located. That being said, overall this hotel does the little things correctly (staff saying good morning as I passed by, asking if I wanted the folio emailed or paper copy slid under the door, recognition for being an SPG member, etc) . All in all, I will definitely be back.
This building's renovations truly bring the hotel up to date and take guests back to the Book Cadillac as it was in its heyday and where it is going in its future!
November 11, 2011
Rated 2 out of 5 by SABR Bad service
very Poor customer service
February 18, 2015
Rated 1 out of 5 by upsetx100 Horrible treatmeant
Arrived two and a half hours after check in and our room was not ready. The clerk said he would call us when the room was ready. Never heard from him and we had to get to our show. So not only was our room not ready but we couldn't get refreshed for our show and from the 2 hour drive it took to get to the hotel. I called and asked about our room and they said it was ready 2 hours after we checked in the first time. This is so unacceptable, I paid $247 a night for horrible service and a few hours. They wouldn't even take our bags to the room, I had to go get them at 1 in the morning. I had planned on staying here for my birthday in June because we want to eat at Roast. But now I will not be back and I am telling everyone I know not to stay here. I understand being busy I own a business myself, but this was a very bad time.
December 14, 2011
Rated 2 out of 5 by Bac1447 No response from management
Clean and excellent hotel with the exception of my 10th floor stay. Important meetings and two nights in a row around 2AM both nights I wake up to loud laughter, yelling and people talking. I checked out in the morning what I thought was a stairwell but it is where staff change takes place with no regard for their guests and when I called reported this the second night they laughed and shined a light in my room???? The morning I left I asked for a manager but no manager was onsite at 8:30AM?? so I left my card so they could call me. No phone call. Glad our corp headquarters has other hotels in the area for my next trip to Detroit.
September 27, 2013
Rated 3 out of 5 Service is slipping.....
I use to always rate this property 5 stars, but it has lost it's edge.
The property is still stunning, and in a wonderful location. However, I called service express twice - they never came. Once I requested the room safe be unlocked as it was locked when I checked in, once I requested a bottle opener. Neither were responded to.
Then the room was not serviced, I had not requested the green choice. I had to go to the front desk - I requested new towels, water, and coffee. They set them in the room by the front door while I went out to dinner.
The club lounge is not open on weekends, and cannot even be accessed to use the computer except during its very limited hours.
To end on one positive note, Alam who works in the club lounge during the week is awesome!! He was able to secure a bottle opener for me.
Great property, but service doesn't even come close to minimum Westin standards.
July 20, 2013
Rated 1 out of 5 by fzg407 The Whole Stay
Upon our checkin both rooms were not ready. A dirty tray with 3 glasses were found in the one room. One of the beds was covered with a "rag" that they called a bed sheet. At the bar we were told to make sure we clean up after ourselves in the general seating area. Staff was very rude and unpleasant. A VERY BAD experience.
December 27, 2013
Rated 3 out of 5 by WC43 Reported issues
The room was nice. I could not get the air conditioning to stay on. When I woke in the morning and used the bathroom vanity I noticed small bugs crawling everywhere! I was disgusted. They were in my tooth brush case, crawling all over the counter and everything on it. They quickly retreated when the lights were left on.
September 9, 2013
Rated 3 out of 5 by coach09 Detroit Westin
The stay was due to a family illness, maybe the mood had something to do with this evaluation. The only areas that were below the norm, was the room service, everything else was great. The car service was especially helpful, them helping with a dead battery.
November 24, 2011
Rated 5 out of 5 Wonderful Place
The beautifully restored property is always a treat to stay at. Nice SPG recognition. The location is great, right downtown Detroit; can walk to the FOX, Comerica Park, Cobo, etc.
March 4, 2013
Rated 5 out of 5 by Chantelle I'm returning a month later it's so perfect!
The location is ideal, the building is historic and stunning, the restaurants are world class, the rooms are huge (especially the bathrooms!) and the staff is lovely!
If you are going to Detroit this is _the_ place to stay. I've stayed all over downtown Detroit for both business and fun and I'm thrilled with the Cadillac. So thrilled that I returned home and immediately made another reservation for a month later! I ate at all three on site restaurants and they are all amazing and different. Roast: service is Michelin level. The Grill has champagne flights that changed my life.
One word: Go!
November 23, 2011
Rated 3 out of 5 by qualityisfree The usual problems at this hotel
I really dislike several things about this hotel:
limited choices on the room service menu;
the long time it takes to retrieve my car that is valet parked;
I ALWAYS have to call and request that my stay receipt be sent to me - I travel every week and no other hotels require that I request my receipt - it is automatically sent to me;
king size beds are rarely available and I get stuck with doubles - not even a queen size bed...
February 2, 2015
Rated 1 out of 5 by dld14 Vehicle Broken into While Valet Parked
I attended the Auto Show Charity preview the night of January 17, 2014. I left my vehicle with "Professional Valet Service," which is run from the Westin lobby, thinking it would be safe. When it was returned to me, the rear window was broken and the door seemed to have been pried away from the window. My expensive briefcase with many valuables, including a laptop, passport, portfolio with important papers, was gone. Nothing else was disturbed.
As you can imagine, this has been very stressful and time-consuming, and most items can never be replaced. It has taken several trips to the body shop, emergency trips to the passport office, and the time required to replace the items that could be replaced. All told, the cost of damage and loss was almost $6,000, not including the cost of my time. I filled out a report with the valet, a police report, insurance reports, stolen passport reports, etc. Not sure how this happened, as the valet told me it was parked in a secured lot owned by the valet company with a security guard.
The owner of Professional Valet Services, said he would reimburse me for my out-of-pocket costs. So that means I'm supposed to submit insurance claims for both auto and home. And pay higher rates in the future, which my insurance company assured me I will. He is not willing to do anything else. It seems to me that he should be responsible for damage to vehicles entrusted to his care.
I raised this issue the night of the event to the Westin hotel front desk manager, Mike. He said it was the valet company's responsibility, not the hotel's. They simply rent space to the valet company in their lobby! I have emailed Mike and the Westin General Manager, Deb, but neither has responded.
So I warn you about using their valet parking, as you are truly on your own if something happens while they have your vehicle.
February 17, 2014
Rated 5 out of 5 by m8dogg personalized almost
as a loyal and very socially active guest, i was bumped from the Club Level into a room which someone had used for the excellent program (shoes/treadmill) in room. Great idea. But worse than getting a room that has been smoked in. Could you keep these rooms segmented so guests who prefer to never stay in one can? I was moved into a clean, fresh room. So all was redeemed. I also recieved a super late check out during high capacity. so that was greatly appreciated. Mix ups are not customer service failures. they are opportunities to turn it all around and go from 0 to HERO. thx.
November 22, 2013
Rated 3 out of 5 by kabob Maybe will stay with you again.
First thing first, did not sleep well due to exit door slamming all nite. Could not set alarm clock. Very cheap. Phones were not charged up to use without using speaker phone. Room temp could not be adjusted,woke to cold room. Reason I paided $260 a nite here was to get High quality stay.Plus was charged $50 out of my account. As of this morning after,it has not been returned. Was given $20 cards for breakfest, felt had to use since was out of town. Not what I wanted. Thanks for reading, Gary
November 10, 2014
Rated 1 out of 5 by disappointed1963 Double Charged
This hotel is one of the nicest in the area but I will say I was double charged for the room and they took it out of my checking account I have called 6 times and I have not been able to get anyone to help me get my money back. I stayed Dec. 16th one night and here it is Dec 22nd and no one from their accounting department has returned any of my phone calls. It is Christmas time and having an extra $286.00 taken from my debit card is making buying presents a bit tough. I would suggest using either a credit card or cash only to make payment to this hotel.
December 22, 2013
Rated 2 out of 5 by Nemo1 Dirty Room
The staff let us check in early which was great. When we got to the room the sink had toothpaste all over it and water marks from soap, it had not been cleaned. I cleaned it myself because they let us check in early. It had two double beds with only one bathrobe which wasn't even a bathrobe. It reminded me of a lab coat it was so thin. There was no vent to turn on in the bathroom. The next day when checking the room to make sure nothing was left behind I had the luxury of discovering they had never vacuumed under the one bed it was disgusting. I'm glad we were part of a wedding block because if I had paid full price I would have been ticked. Staff was friendly but I would highly suggest looking at your maid service a little closer.
March 23, 2014
Rated 1 out of 5 by NikkiS Horrible service/dirty room
Upon our arrival it was clear our room was used . Dirty bathroom, half eaten food in the fridge, no ice bucket. We requested housekeeping and they never showed so we demanded a switch. After the switch at 8:30pm, we encountered a tray of gross food from the previous guest outside our door. After another request for cleanup that went ignored, for 6 hours, I brought it down to front desk myself. It took a half hour to a manager to see me, offered a room reduction rate. We still have pending charges to our credit card a week later and no reduction. If this doesn't post I will tromp my little derriere back in there and raise a stink once again. Horrible hotel, horrible service, and clearly the laziest group of working to ever work in one building. Never waste your money here.
November 9, 2012
Rated 5 out of 5 by DonnaofTennessee Quality Stay Overall
Overall good quality stay... like most guests a few things were cumbersome... television would come on but no picture - maintenance said,' What did the front desk tell you? These are picky you just have to try again...' [comments not 'value-added']... very hard to cool the room down for sleep... phone had a broken flap on the front it... left another that was broken.
October 31, 2014
Rated 1 out of 5 by NP79 Terrible service
I stayed at the Book Cadillac 26-29 November. The room was fine, but I had a pretty horrific experience with the service and facilities. A few minor points, and then a pretty major one which caused me a great deal of stress.
I was asked at check in if I wanted the green option of not having my room serviced in exchange for spg points which I declined. Yet on day 2 of my stay I got back in the evening to find the room still how I left it.
The wifi was fairly slow and did not allow me to download a 40 minute program from my cloud. This is unacceptable when you pay $7.95 a day for a service.
The first morning I had very early plans with friends so opted for room service breakfast - I completed the card and hung on the door around midnight (the card was taken during the night) but breakfast never arrived and when I called down they had no record of an order for me, so I went hungry (not the best as I'm also 5 months pregnant)
I used valet parking one night, it took a full 20 minutes for the staff to retrieve my car.
On the last night of my stay, the room opposite were having a very loud party which went on until around 2 or 3am with doors crashing all night.
Finally, the elevators were so busy every day that I had to allow an extra 10-15 minutes on my way out just to get from 17th floor to the lobby! It seemed everyone was complaining about this so doubt it was just bad luck on my part. Then on my last day at check out, the situation with the elevators was even worse - there seemed to be only one in service, and it was full every time it reached me on my floor. With time running short for my onward connection and no staff around to help, I went back to my room and called the front desk to see if they would collect my bags in the service elevator and I would walk down the stairs - however I found that the phones were disconnected to all services within the hotel. I tried from my cell to call the hotel main number, but no answer. I was really stressed at this stage as thinking I would have to walk down 17 floors with 2 heavy suitcases at 5 months pregnant. I waited some more and finally a lift came which I squeezed into, which was a relief but it still took a good minute or so to pass each floor, so the journey down was extremely hot, packed and uncomfortably slow. The journey from my room to finally leaving the hotel had taken almost an hour and a half in total.
With respect to the above, I emailed the hotel on 29 November to express my concerns direct to them, but to date (8 December) I have received nothing in response. Overall hugely disappointed and would never stay here again.
December 8, 2014
Rated 3 out of 5 by Fred2013 Charged for untouched refreshment center item
My stay here was very nice until I received updated bills that included mini bar charges for items I did not use. The bills come very quickly, however, when I called I was told it would take three days to look into this. When I checked in I was asked if I wanted a key for the mini bar. I declined. So much for that. Also, too many people that did not appear to belong there got on the elevator with us. We entered the elevator and just as the door was closing a person jumped in. Another couple happened to arrive at the door just before closing the second time and entered. As soon as the key was used to acttvate the floor buttons, the first guy pushed 2 and exited there. I think if we were alone with him we would have been in trouble. Need better security at elevators. What a shame. Nice place other than these issues.
February 18, 2013
Rated 5 out of 5 by grandmkmk Winter escape
We attended a company party and took advantage of the block of rooms, along with other friends at work. Detroit's 'Winter Blast' happened to be going on this weekend as well. We were able to check in early, and walked to the nearby outdoor activities where we enjoyed the variety of food, drinks (hot and cold) and several local bands which were performing inside large, warm tents. Later we warmed up in the large hotel hot tub, which was perfectly hot and spotlessly clean. Our room was a gorgeous corner suite, and the bathroom was spacious enough for both my husband and I to get ready for the party without bumping elbows! The bedding was clean and luxurious, and the mattress was very comfortable when we finally called it a night. Staff throughout the Westin were friendly and courteous, going out of their way to be helpful.
February 10, 2014
Rated 2 out of 5 by STEVEN2012 Still needs work
We stayed her back in 2009 and had a few small issues and got a email from the hotel telling us there were sorry they were a newer hotel and still working on things. Fast forward to last weekend ran in to some of the same issues. Rooms are very hot during the summer when you first get there. They lost a package I had delivered to the hotel. They did find it, but it took 4-5 hours to do so. Had a few housekeeping issues as well.
May 29, 2012
Rated 5 out of 5 by MichiganFamily3 Nicest hotel in the area
My son & I attended a concert at the Fillmore so I wanted to find a hotel that was close and nice. Everyone was very friendly and extremely professional. The only rooms they have with 2 beds were doubles so I was worried they would be small but actually the size was perfect. The rooms themselves were huge as was the bathroom. The shower was great with one of those cool shower-heads and they have instant hot water so that's a bonus. TV is huge, desk is perfect size, view was fine, no complaints with any of that. Cons would be $8 a day for internet. I just used my phone for that but when I stay at other hotels I don't get those charges. Also the bed is a little firm for my taste but my son said his was fine so that's debatable. Side notes - valet is $15 a day but it was worth it to me and you have to use your room key to take the elevators up, nice safety feature.
April 8, 2013
Rated 5 out of 5 by Freidapayne63 the beds and pillows are very comfortable
The only bad experience we had is that we had 350 in our group. The elevators couldn't accommodate us when we came back from our football game and the staff wouldn't allow us to use the stairs to get to our rooms. I didn't get back in my room until 1:30 in the morning and that's only because one of the staff finally came and brought a group of us to our room in the freight elevator. I was very grateful for him doing that.
December 1, 2013
Rated 4 out of 5 by Christ72 Maintenance Issue
Checked in late, about 11 pm. During night, notice toilet loose-caulk off. Sewage smell in room and bathroom all night. Too tired to call someone. Told desk clerk upon checkout and got no compensation.
October 27, 2014
Rated 2 out of 5 by bethybeth Looks better on the Outside
This is definately not the nicest SPG property I have stayed at. In fact, I was quite disappointed. Being from the area, I had read many articles about how much money was pumped into the building to renovate it into a Westin. I was rather excited to check it out. Unfortunately, the lobby is the nicest part of the hotel. The other hotel guests were rude and obnoxious. The elevators smelled of cigarette smoke. The room didn't feel clean. There were fingerprints on everything, and the shower floor was not cleaned. I even found a few random hairs on the bed before I even touched it. There wasn't even the normal complementary shampoo/conditioner in the bathroom. One of the worst Westins I have ever stayed in. Not to mention the walls must be paper thin because I could hear people talking and footsteps from other rooms. I do not plan to go back and will stop recommending it to my coworkers when they travel to Detroit.
January 28, 2013
Rated 5 out of 5 by Cazzy Gem in Detroit
I used my reward of a free night here, taking advantage of the area and visiting the DIA. I live just across the river in Windsor so I didn't have far to travel. What a lovely hotel. Old world charm with all the modern touches that make one comfortable.
My room was beautiful with a view! I usually get stuck in an awful room when using free nights or points. Thank you!
November 11, 2013
Rated 3 out of 5 by MattNe Needs an attitude adjustment
The physical property was very nice. However my experience with the staff was less than average. Staff attitude came across as " when I can". Service in the restaurant and lounge was slow and at each of my 4 visits ( only because there was no where close to go) our party had to ask for things that should have been done. Attitude was very obvious and not in a good way.
December 30, 2013
Rated 5 out of 5 by Anthony19 Our Wedding Anniversary
From the moment we checked in, your guest service staff recognized our anniversary and went all out as to greet us with champagne and chocolate in our guest room. What a great surprise. Our bed was extremely comforting and over sized bathroom was incredible. With the bars and restaurants located within the hotel,we did have to venture out which was really conveinent.
November 18, 2013