Rated 2 out of 5 by Conorincolorado Disappointing
As a gold member I stay at SPG properties all over the country and this was disappointing in every aspect.
There was a line at check in and I had to wait for over 20 minutes. Then they could not find my reservation. When I finally received the keys and went to the room, it was occupied! There were no more patio rooms like I had reserved, and I was not upgraded after all of that.
The front desk was kind enough to offer a free breakfast buffet, but when I went to use it the hostess wouldn't accept it, because it said it was for room service credit. She wanted me to go back to the front desk and have them switch the cards - the problem was there were 10 people in line and only one person working at a busy check out time. Luckily the server said it was unecessary and took the coupon.
When I asked about my welcome ammenity she said I had to be a gold member (which I am) and made me wait while she looked up my information, but still did not offer me wine or points, she just told me I could have free internet after I pressed the matter.
There was also only one elevator working, and it took forever to get anywhere in the hotel.
Overall, I felt like the staff was undertrained and there was no internal communication.
I never received my final bill, but I did receive the one for the person staying in my room, and now have their contact information - very unprofessional.
August 4, 2014
Rated 1 out of 5 by Connied Less than expected
From the moment my husband pulled into the drive to the Hotel he got a very unfriendly greeting from the Valet. Since we were going to self park, I went into the Hotel to check in. The Valet told him he could not park in front of the hotel. He told the gentleman that his wife was in the Hotel checking in and we would self park after I came back out. The gentleman again told my husband that he could not park the car or leave it unattended. Our room was on the 5th floor. It was very noisy due to street traffic below. It sounded like windows were open. So therefore, we got very little sleep that night. The bathroom did not have any shampoo, or lotions. The only thing supplied was a small bottle of conditioner and 2 small soaps.
July 14, 2014
Rated 4 out of 5 by kevinsmom A Little Tired
Our room (1426) was a deluxe room. I had done an online upgrade request for a mountain view room but we did not get that. We were attending a conference, so we got that rate but just a view of another building. There are a lot of amenities such as ample hangers, tea, robe, etc. the hotel is looking a little tired . The doors and woodwork were distressed as we're some other areas like the bathroom. The beds are very nice and the staff was nice. It's very convenient to the 16th St Mall and restaurants.
June 8, 2013
Rated 1 out of 5 by JElway Avoid this hotel, worst Westin in the USA.
Worst Westin ever, this property should not be a westin, bad service, bad food, staff unhappy, noise all day, staff not qualify and not properly trained. Dirty rooms and elevators, worst cafeteria and food. Other than the location of this property it`s a big mistake to stay here. NEVER planning on coming back to this hotel property. Pool, spa, fitness center, everything was closed, not even a manager active in the hotel.... it just makes me angre to pay 400+tax per nigh for this 2star hotel.......
January 4, 2013
Rated 2 out of 5 by fogoonfloor sub par for a starwood
Spent one night... a good location, good staff and the palm are the only good... For a "newly renovated" hotel room, the toilet was not included in this renovation.. Apparently fogo de chao was a bad idea... The plumber was in our room till 11pm with a roto snake to break up the old clog....I told that to the front desk gal and she just said "oh sorry, have a nice day". No compensation was even attempted, not even free valet parking for having a toilet overflowing fogo on to the bathroom floor.
March 10, 2013
Rated 2 out of 5 by Gms1064 Rooms are tired and not maintained
While friendly and courteous, my room was not acceptable. The ceiling in the bath was peeling and rusted from water damage long ago. Walls in bath had stains and couldn't help wondering what they were from.. Yuck. Art was clearly changed in the room and there were holes in the walls. Baseboards were filthy and scuffed just a reminder that the room was not well maintained. Hotel gym was unacceptable. Very little equipment, old and uninspiring. Roof deck had some random furniture but hardly a place you would want to hang out at, especially since the deck adjacent was filled with college kids playing corn hole with cases of beer, etc. Like you would see in a fraternity.
June 23, 2014
Rated 5 out of 5 by jde222 Amazing Late Night Front Desk Service!
I am a Platinum SPG member who stays 40-50 nights a year. I am usually treated very well but this is the 1st time I have ever written a review. I arrived late night on March 2nd and had a very important series of meetings/interviews the following day. My luggage never arrived and I was faced with the possibility of having to attend these interviews in jeans and a polo.
I called the front desk and spoke to Kelsie who listened to my dilemma and was at my door 5 minutes later with a sampling of pants, shirts and ties that were part of the front desk uniform. I found some that fit and wore them throughout the next day.
The story made for a great ice breaker. Kelsie did not have to do what she did and i can not thank her of the Westin Denver enough for this amazing service. I will never stay at another hotel in Denver again. Thank YOU!
March 9, 2014
Rated 5 out of 5 by RFeld In the heart of the city
Perfect location to explore all Denver. Located directly on the 16th street mall this hotel is a short walk to Larimer square, Denver pavilion, or Coors field. Many excellent restaurants and live music options steps from their front door. The staff was friendly and professional. Pool and outdoor patio was inviting.
July 29, 2014
Rated 5 out of 5 by DLH1 tough exit
Our experience was excellent until we tried to exit the parking garage. The concierge told us to "just use room key to exit". The room key packet asked us to leave key in room. Following the concierge's advice we slid the key and nothing would happen. We rang the help bell and had a very difficult conversation since the exit area is under a huge exhaust fan making it almost impossible to hear. After the 2nd try he confirmed our stay and allowed us to exit. Uncool finish.
August 12, 2013
Rated 5 out of 5 by CityGuy Best of Denver
Just steps from my Denver office, Westin Hotel is always great place to stay. Rooms are awesome, beds are so comfortable, and access to city amenities.
July 31, 2014
Rated 2 out of 5 by eeker disappointed
Patio door would not open, outside on patio I could see drill bits, screws, and lots of trash, half the cushions were missing. Inside, the bar fridge juice was not only expired but there was a half drank orange juice in the fridge-nasty! The display on the alarm clock was burnt out. The cover that holds the batteries in the remote was broken so they kept falling out. I dont know if there is anything you could do to convince me to try to stay in one of your rooms again.
January 18, 2012
Rated 1 out of 5 by FrequentTravlr Atrocious Experience
I stayed here with a client the night before important meetings. The Wifi in my room was spotty and slow, and the A/C was noisy. But I was the luck one. My client had a Murphy bed in his "deluxe" category room. Having learned of this from him during dinner, I brought it to the attention of the front desk upon our return to the hotel. The apology offered was that the Murphy bed had not been pulled down, not that a "deluxe" room in a five-star hotel had a Murphy bed in the first place. When I asked about that I was told, the room is a "legal bedroom" and is assigned "first-come/first-served". The person at the front desk, who identified herself as the guest relations manager, front office manager and Manager on Duty all rolled into one, refused to change my client's room. Poor attitude, poor service, poor response to a client problem.
August 2, 2012
Rated 4 out of 5 by VM27 Comfortable Stay
I was happy to find a big, comfortable, well appointed room in a great location. It also had the benefit of good hotel gym (not great, but well above). The staff was lovely and helpful, the room was quiet and bigger than expected, I slept like a baby. The only thing that kept this from being a 5 star review were the lack of/quality of amenities in the bathroom (as a female traveler, this matters!) and the expensive WiFi. For a business hotel, the WiFi expense was a real problem. But I would stay again as long as I did not have to do a lot of business (hence need WiFi) in the room. And with my own shampoo, qtips and a bath cap...!
June 3, 2014
Rated 1 out of 5 by qb6445 Westin Denver Downtown
I left the front desk with a list of 5 things to fix in my room when I checked out. I was here on biz and will never return. And it wasn't me being picky. A coworker had to change rooms due to poor quality and lack of working things in the room. Big disappointment for a Westin and I am a Westin regular.
October 24, 2011
Rated 3 out of 5 by Amber176 drawbacks
The $6.95 per 15 minute charge to use the computers for even Microsoft Word was excessive. Computer usage (without internet use) should not be charged for. I ended up spending well over $100 in the business office just to use microsoft word and possibly 5 whole minutes of internet. The charges seem excessive and inappropriate for such a hotel as Westin.
In addition, there were times no food options were available at the hotel.
December 3, 2013
Rated 2 out of 5 by MarkTexNYC Not worth the price
Service and check in and all that (the people) were fine. No issues here.
- Rates are seriously way too high for what you get
- This is a true-to-form convention/conference property -- so if you're not attending a convention/conference you may become easily irritated
- Great views from the high floors
- Hotel is starting to show its age and is bad need of a renovation
- Bathroom is yucky and outdated
March 5, 2012
Rated 1 out of 5 by Jared3268 Wouldn't reccomend
First went to my room had a dirty towel on the bathroom floor. Dirty toilet seat. Sheets had dirty marks on them. Went downstairs to see if we could switch rooms in which they did. That night called to see if we could get some silverware.. Called three times asking and finally an hour and a half later 12:45 at night they decided they would. I go to Denver a lot and have never stayed in a place lik
November 19, 2013
Rated 1 out of 5 by Westerndude Not what I expected - disappointed
I'm not sure what the deal was, but this was an exceptionally poor visit. I've stayed in other Westins around the country, and this was a bit shocking. The HVAC unit in the room rattled when in operation, to a degree that I just shut it off. On my first night, I had two different occasions of people try to enter my room during the middle of the night, once at about 11:30pm and again at 1:30am. On the second day, the room key system was changed, which made my previous room key inactive. Not a big deal, but would have been nice to know before hand. A fellow traveler was offered a free drink/coffee for the trouble by the front desk, where I wasn't offered anything. Further, the new keys did not work on any of the common door locks such as the fitness center. Lastly, the HVAC unit in the meeting room we used for our board meeting on the 19th floor failed both days and the room was very warm. Given the reputation Westin comes with, this was definitely a disappointment.
Management would be wise to have a mechanical review of the building, ensure customers are treated fairly, and safety within the hotel is assured.
April 22, 2014
Rated 4 out of 5 by QQQQQ Convention Stay
Stayed at this Westin for a convention on-site. It was appropriate for the convention. It was convenient for 16th Street mall. Beware that there are many homeless and beggars in the area. You will be stopped many times just outside the door to the hotel for money, food, and pot. Welcome to downtown Denver!
July 24, 2014
Rated 2 out of 5 by D123abc PEOPLE
THE PEOPLE (EXCEPT THE BELLMAN) WERE NOT VERY HELPFUL
July 28, 2014
Rated 1 out of 5 by justkus This hotel let me down
Rooms were not what I expected for the price, and no free wi-fi? You have to be kidding me.
November 13, 2011
Rated 3 out of 5 by SFjaunter Friendly people, but some lapses
It took three calls to get my packages delivered to my room. Despite calling the prior weekend to ensure they had my platinum number, I had to give it again when there, and was given a room next to the elevator, which was particularly noisy. That said, everyone was super friendly and shined my salt/snow stained shoes at a moment's notice.
January 16, 2012
Rated 2 out of 5 by LegitReviewer Not worthy of the Westin name
1) Hot tub dirty and was not hot in January!
2) No lounge for Platinum guests
3) Needed 2 engineers in room to try and fix heat/AC problems
4) Gym is small. I paid and went to the gym literally across the street...$15 per day and fantastic (if you need to punish yourself while on business or vacation).
5) Had me as Gold status even though I'm Platinum. These things happen, but of course no room upgrade this time.
6) All floors with rooms are rundown...scuff marks on doors, paint chips, etc. Even the elevators need cleaning.
7) I wrote to the hotel twice before my stay wondering if breakfast was included; no response.
8) I went to write a review on one of the comment cards in my room upon checking out...the pen in my room was broken!
That said, the location is great, but you can do much better at other hotels in Denver.
I'm loyal to Westin and Starwood hotels, but this location needs some major improvements before I'd consider staying again.
January 31, 2012
Rated 1 out of 5 by Matt4255 We willl do our meetings elsewhere
I hosted a meeting this weekend for several customers traveling in from out of state. One had to cancel. I asked that I be placed in his room so that we didn't pay for an extra reservation. I spent an hour on the phone with two reservation agents that could not get this simple transaction right. I got to the hotel after they assured me on the phone that it was taken care of and had another snafu at the desk. Later I asked for a corkscrew to share a bottle of wine I'd brought back from Napa with some customers and was told I would be breaking California law by consuming this wine anywhere in the hotel. Really? You embarrased me in front of customers, wasted my time on trivial issues and made me very much wish we had chosen a different venue for our meeting.
Train your people. Get focused on your customer.
July 13, 2014
Rated 3 out of 5 by Picacho Needs better management
Worst stay ever at a Westin (over many years). Sterile environs. Uncomfortable restaurant (large banqueting tables at breakfast - tho with helpful if embarrassed staff) and a poorly-explained no-linen-change "green policy" that fails to replace room coffee (despite request). Needs better management.
September 2, 2012
Rated 1 out of 5 by Kathy1022 Awful Staff/service
All three room reservations were incorrect - even though I called multiple times to review and confirm. Was only given breakfast coupons as compensation. Staff was
incompetent and uncooperative. I would never stay at this hotel again nor would I recommend it to anyone for business or pleasure.
October 29, 2013
Rated 5 out of 5 by MickyD Great Location and Great Hotel
I was in town for the football game and arrived early Saturday morning. Not only did they accomodate me with a room, recognizing my status, they upgraded me as well to a fantastic room. Not much interaction was needed with the staff after that. This hotel exceeded my expectations tremendously.
September 13, 2012
Rated 3 out of 5 by BigDog67 Disappointing
We picked this hotel because it advertised an indoor/outdoor combo pool. Naturally it was being renovated... no mention on the website of that. Staff member at breakfast was positively rude, and lack of club level was disappointing. On the plus side, concierge and parking staff were helpful.
April 15, 2013
Rated 2 out of 5 by J2012 Nice hotel but lacking customer service
The hotel itself and the rooms are very nice and wonderful location in downtown Denver. However, I was disappointed in multiple aspects of their customer service. When I checked in I told them I needed to add my SPG rewards number to the stay since my office had booked the room for me. I was asked for my number and gave it to them to have since learned it was never added and I have no points from my stay. Once in the room, I paid for Internet to get some work done and found out the Internet was down and had to call twice to get the charge refunded. On the last day of my stay I woke up to see that when they removed the dirty towels the day before they did not replace them so I had the pleasure of showering without any towels at 5:30am. Also, they do not replace the lotion or shampoo if you use it all so make sure not to forget anything!
None of these things were catastrophic but it's not what I expect when I stay in a hotel. It's the hospitality industry and better customer service is expected.
February 5, 2012
Rated 2 out of 5 by Amanda16 Never Again
The bed was like laying on the floor. It was hard and the pillows had no firmness to them. The elevators could be heard all night. At first we thought it was extemely windy but then figured out it was the elevators. We actually left early so we could go somewhere else to get some sleep.
May 6, 2013