Rated 4 out of 5 by Richard1957 Broken Promises
We have stayed at this Westin hotel numerous times. The hotel is very nice and the rooms that we have stayed in have always been very comfortable. After our stay in October 2013 the manager of the hotel contacted me by e-mail requesting that I fill out the survey which I did and gave the hotel a very high rating. He then contacted me again thanking me for the high rating and good things I had to say about the hotel. At that time he told me to get in touch with him before our next visit so he could upgrade our room or have some "special GM touches" in our room.I notified him when we were planning a return visit in August 2014 and he told me once again that he would make our stay extra special. We stayed for four nights and I had to book a second room for my daughter who stayed two nights. Not once were there any "special GM touches" to our room and we were never offered any kind of upgrade. All and all I spent nearly $2000.00 for our stay and never received any perks. I am not the type of person to expect things like this but when you are told you will get these "touches" you expect to get something. We will not be staying at this Westin again because of this. Great hotel,poor manager.
August 14, 2014
Rated 1 out of 5 by Val1955 Westin Crown Center - Showing It's Age
My wife and I were looking forward to a great stay at what should have been a premier hotel, what we experienced was no better than an off the track motel.
Our room, which was supposed to be an upgrade, was less than stellar; the rug turned our socks black after walking across the room. The nooks and crannies of the room were collection points for dirt and crud.
The room had a balcony, but the sliding door had been secured to open no more than two inches and the window ajacent to the door was sealed with black tape.
Air-conditioning was inadequate.
August 20, 2012
Rated 4 out of 5 by Blueski48 this hotel has great staff & facilities for their guest.
Our over all experience at your location in Kansas City was overwhelming for the 2 of us,as this was the 1st time that we had stayed at a Westin hotel anywhere.The stay were great.The faclities that you offer
were great also.
The only negative thing that we have to say is that the hotel was hard to find & that on monday morning the restaurant was understaffed & that we could not get a breakfast there without waiting for 45 minutes or more ,so we just went around the corner & had a coffee & bagel at the place over there. Thanks for everything.
October 25, 2013
Rated 1 out of 5 by Dana04 Nice location
Room not ready at 3pm which is checkin time. When room finally ready there was toilet paper and hair in the toilet....Not what I would expect for a 4-5star hotel!
August 4, 2014
Rated 2 out of 5 by Sara18 This hotel is not good for business travelers.
We had quit staying at this hotel after several stays when we realized the Westin Crown Center loves to book high school groups -- too much partying in the halls into the wee hours. We had no choice on this trip because we were part of a wedding. All these years later -- two groups of high school students. The band students behaved responsibly; the girls' dance teams did not. And management spread too thin to deal with the noise complaints. To add insult to injury, our room was never cleaned, even after repeated calls.
February 17, 2014
Rated 1 out of 5 by rick1678 This hotel needs help.
As an SPG Gold member I expect premium service. Boy was I disappointed. All previos stays at Sheraton have been above expectations. Westin is supposed to be the premium property but when we checked in 1. Lotion bottle laying on floor by window. 2. Beautifu view spoiled by filthy interior windows. 3. No exhausr fan in bathroom, mirror steams up quickly. 4. Did not remove empty pizza box when room cleaned second day. 5. TV had bad connection on upper channels, picture kept freezing. 6. Internet connection very hard to establish, weak signal per my laptop. 7. Alex the manager a bit of a smart aleck, said he would waive internet charge since it wasn't working. Real nice! never have paid for room access at any SPG property before. Very disappointed in what is supposed to be a Premium property.
August 8, 2012
Rated 4 out of 5 by MaryMargaret71 My opinion
This is a beautiful hotel - love the rooms and even the arrangement. The difficulty is getting checked in - and the one TINY elevator from the parking ramp to the registration - HORRIBLE - and this time the lack of bellmen was grueling. Apparently there is no way to get to the lobby without going up/down stairs after maneuvering the tiny elevator. That is tough on people with strollers, or old folks like me with luggage who tried to save a little by self parking. Once inside, the accommodations are great, staff is friendly and prompt to needs. Just tough getting in and out ... no signs and no one around to direct traffic or help.
August 11, 2014
Rated 5 out of 5 by Sapphire914 Comfort and Cleanliness
I enjoyed my stay very much. I was impressed with the look and cleanliness of the Westin. I enjoyed the quality of the bedding and the comfort of the mattresses. This Westin Crown Center met all my expectations, and I hope to stay there again in my travels.
July 15, 2014
Rated 1 out of 5 by kp65 westin problems
Unfortunately, this visit to your hotel was not up to WESTIN standards. I, along with my team of Silpada representatives have stayed at your hotel for the past 8 years. The last 2 years we have seen significant changes to your hotel rooms, service, and overall stay. This year we reported phones not working upon arrival on Thursday, they still weren't working on Saturday. After calling (from cell phones) because we had no towels and mentioned once again the phone issue, an "engineer" was sent up to fix phones. After moving bed away from wall, and fixing phones, he left and did not return bed the bed to its original location. The noise at the pool went on way past closing time. We did place a call to front desk. Also, seems that you know Silpada Conference brings in thousands of women and many are at your hotel, yet there is 1 person working downstaris at the cafe, causing a ridiculous line in the morning. Meanwhile, 2-4 other employees standing around the buffet watching.
Although, we received a one night comp to our room, I would prefer to pay full price for every night and receive the service that I thought set The Westin apart from other hotels.
July 21, 2014
Rated 3 out of 5 by OliverTwist Westin KC
Room was clean but door to balcony did not open. Nice and friendly check in. Coffee in room is nice. Lobby is nice. Bed sheets could be cleaner. Club room (corner suite) needs updating - esp bathroom. Not up to Westin standards. Club lounge not open on weekends. Staff at check did not advise of this. Restaurant food was good but waitress slow and forgot wine and spilled water. She had a bad night but tried to be friendly. Restaurant manager was very loud in carrying on personal telephone conversation from small side office with his family. Not appropriate language for the rest of us to hear. Also very rude to his waitress. Breakfast staff was good and food good. Had the eggs Benedict. Coffee from bar nice in a.m before conference. Good bus service to conference at Convention center. Decor in restaurant is very dated. Have to say that Sheraton looked more modern overall. This Westin felt like an airport Westin.
September 23, 2014
Rated 5 out of 5 by GrSchaef GrSchaef
We had another great stay at the Westin Crown Center! This is the most relaxing hotel and area we have ever found. Location is great, rooms superb, and the service outstanding. I was a little irritated when we checked in and found that instead of a park king corner that I had paid for we were in the standard King. I did talk to guest services and they gave us the cheaper rate for the standard and all was well. Thanks again Westin!
August 2, 2012
Rated 1 out of 5 by kansas38 This hotel need improvement!
I have stayed at this hotel for over 20 years and it is need of a face lift! Our room had dead bugs on the floor, the pull down bed had dust everywhere, we had to ask for clean bedding upon arrival. Growing up I used to think visiting the Westin was a treat. I planned a weekend getaway with my Daughter and her friend and I was sad our stay went the way it did. It ended with my car being hit while parked with the Valet.
December 5, 2012
Rated 5 out of 5 by lsufan Great hotel
The hotel is gorgeous, shopping is great, the Heavenly Bed was awesome, as was the shower....loved it. They have a shuttle that takes you to and from the Power and Light District and our driver was so incredibly friendly, offering up information about places to eat and entertainment choices. The pool is very nice, and we were lucky enough to hit a day that the pool bar was open!!
July 30, 2013
Rated 5 out of 5 by freq1traveler Nice hotel
The room was spacious and clean and the bed was very comfortable. The gym had a good amount of elliptical machines, bikes & treadmills and a nice weight room.
June 20, 2014
Rated 4 out of 5 by mhughes For pleasure - not for business
I'd highly recommend this hotel for pleasure - if you are going to spend your days exploring Kansas City. The high cost of wifi and continual disconnect make it quite difficult to stay here for business and/or conferences unless you plan to spend your days at one of the area locations that offer free internet or don't mind the antiquated extra fees for tiered internet.
September 19, 2014
Rated 1 out of 5 by rymu Pure Disappointment
To whom it may concern:
My girlfriend and I just returned from a weekend in Kansas City, MO where we along with over Fifty of my family members stayed at the Westin Hotel to celebrate my cousins wedding. The weekend was great other than the entire experience of booking and staying at the Westin.
I was excited to hear that my cousin had decided that Westin would be the hotel of choice for herself, her wedding party and guests of wedding. My intentions were to make a Single phone call to reserve one room for two nights the 24th and 25th and then to have a room upon my arrival that was clean, peaceful and a place to relax after the 600 miles of travel to get there. Nothing could be further from the truth.
My first phone call was made on May 29th to reserve the room. I asked a few questions that the person I spoke with was unable to answer such as... was a breakfast included, was parking included and was there a hot tub. The person assured me that someone from the Westin Kansas City Crown Center would call me with the answers to those questions. I never got that phone call. After a few weeks (July 16) while talking to my girlfriend she asked if there was a hot tub which is all she was adamant about making sure of. I then took the time to call a second time to ask my same few questions. During this phone call I learned that I did not have a room for two nights but instead I only had it for one night (July 26th). The person I spoke to assured me that the issue had been corrected. At that time I had one room for both the 25th and the 26th of July. I was again told I would get a phone call regarding breakfast, parking, and if there was a hot tub. I never received a call and again my reservations for incorrect.
I in total called the number that was provided to me (816-474-440) a total of 7 times. Once on 5/29, twice on 6/16, twice on 6/17, twice on 7/23 and once on 7/24. I received 9 emails during that time that were ALL WRONG!! Some of the emails said I only had a room reserved for 7/25, some of the emails stated I only had a room for 7/26, One of the emails said I had a room both nights but they were at two different rates. The worst one was an email stating that I would check out at noon on 7/26 only to return at 3pm the same day to check into a second room. I was told on the phone that I had waited too long to get the same room both nights. Even though I had started this long process nearly 2 months prior to the dates I needed the room. I traveled over 600 miles not knowing if I would have a room when I got there or not.
As it turned out my brother showed up to the hotel a day before I did to check in using the reservations that he too had made months earlier for 2 rooms for him, his wife and their small children. Upon his arrival he was rudely told that he only had one room for 3 nights not 2 rooms for 3 nights. He was also told I had reserved 2 rooms for 2 nights. That HE had not reserved the rooms properly. My brother was able to correct the issue in person for the both of us. Once I arrived on 7/25 I was able to get my room without a problem. However it was only finally then that I was able to get some of my most basic questions answered. No there was not a breakfast included. No parking was not included in the price of the room. I was happy to hear that Yes there was a hot tub.
When we walked into room 635 we were instantly disappointed. There was a feminine hygiene product left in our trash can and there were a ton of grass clipping inside the room along the sliding glass door leading outside. After our long drive we did not feel like moving rooms nor did have we have time. We immediately left to visit with other out of town family. That night after a long day we were woken up every noise possible. The wind outside sounded like a tornado, every time the toilet above us flushed and sounded like it was going to land on us and each time a door opened on either side of our room it sounded like someone was walking into our room.
The second day we finally had our chance to make it down to the hot tub to relax before my cousins wedding. We were both really looking forward to this. Once we got to the hot tub we learned it was big enough for maybe 6 people if you sat close. We could not help but wonder how could a hotel with several hundred rooms only have a small hot tub. We sat and waited for 30 minutes hoping for a chance to soak in the hot tub, but there was a family that never left. So we gave up and went back to our room. We tried 2 other times to use the hot tub and each time the small little hot tub was full mostly with children splashing around in it like you would expect in a pool. The one thing we both had looked forward to, we never got to do.
I made a point to make a list of all the issues and talk to the lady at the front desk about my horrible experience during check out. She was pleasant to talk to and showed concern but she never offered anything more than an "I sorry".
I saved all 9 emails confirmations showing that my simple reservation was never correct along with pictures of the grass clippings in the room as a reminder of the entire disappointing experience. I had very high hopes for this past weekend but after all of this I can confidently say I will not be recommending any Westin hotel to friends or family.
July 28, 2014
Rated 3 out of 5 by LuvStarwood42 This hotel stay was disappointing
I've been coming to this hotel for many years and in the past was pleased with the rooms I've stayed in. This year, the room seemed grungy - needed paint, bedding was warn and appeared dirty, bathroom needed an update and to be cleaned better. The condition of the room did not seem to be at the level of standards the Westin name is known for. Time for an update!
May 7, 2012
Rated 4 out of 5 by DrDH Reunion Trip
Came for 35th med school reunion. Had a great time. Front desk were helpful most of the time. The parking folks and the bell hops i remember from previous trips and stays there. They remebered me as well. amazing. The are the best!!
September 22, 2014
Rated 5 out of 5 by goldsli Good for the most part......
The thing that irked me the most is having to pay $10/day extra if you want Wi-fi in your room. Otherwise, you have to hang out in the lobby. And you only get two packets of coffee free per your stay, you have to buy it after that. The facility is very nice and the rooms are very nice. Very busy hotel.
August 27, 2012
Rated 2 out of 5 by Dee13 Doable Improvements
I first want to commend the staff at the "Brassiere" bar. They were first rate in customer service. If only all service industry personnel worked with their philosophy.
Housekeeping was another issue. I attended the Heart of America event. My room had left over shampoo in the shower stall. My first day there, I had to call several times to get my room cleaned. They never took away dirty glasses or plates. The last day on Saturday, Aug. 9th, housekeeping just never showed up.
I have been coming to this event the past 8 years and this is the first time I experienced this.
Overall, the Hotel and facilities are lovely. I would recommend it only with a warning about housekeeping laxity.
August 11, 2014
Rated 1 out of 5 by notafanofwestin The staff at this hotel sucks!
I will never stay here again. I was threatened to be kicked out 15 minutes after arriving . I asked if there was a noise complaint and they said no. I think I was kind of singled out because I was wearing a tie dye. I wonr be back.
August 27, 2012
Rated 1 out of 5 by KCCC Service is Horrible
I stay at Westin's frequently (this is my third this week). This is my first negative review.
The hotel is under construction so it is going through a lot. Having said that, we ordered room service (for pre-made items) in the late evening and it never showed up. I called and was told that it was on its way up after 45 minutes. After 1:15 minutes, I cancelled the order.
In the morning, our breakfast was supposed to arrive at 9:00. I called at 9:30 and they said it was 'on its way up'. Given the experience of the night before, I called down a few minutes later and asked for them to radio the server. Apparently the server was NOT on the way. We found out it would be another 15 - 30 minutes. 15 minutes later it was brought up and it was cold.
The 'free' internet (my check in amenity) would never let us connect. Even when I tried to pay for it, it kept reconnecting and never showed connected.
I feel like the service level is materially different than what I have experienced at other Westins and this there is a lack of even professionalism. Very disappointing.
February 16, 2013
Rated 2 out of 5 by dj440 Could be much better if they provided service
My review is not even close to satisfactory. No one answers the phones at the front desk. I am a gold member and have not been able to obtain free internet. This has not lived up to my expectations for a Westin Hotel.
March 13, 2012
Rated 5 out of 5 by keona A great place in KC
Hotel and staff were some of the best I have ever experienced. I will always stay at the westin when in KC . Thanks Westin your TOPS!!!!!
March 21, 2014
Rated 4 out of 5 by leno1970 sewer gas smell in hallways
We were staying on the 13th floor and every time 'we got to the hallway it smelt like sewer gas problems . Sewer ventilation problems .Also smelt the same on the 18th floor .
August 19, 2013
Rated 2 out of 5 by becca68355 Not what I expected.
This hotel was not up to my expectations. Beds were not comfortable. Overpriced for the quality of the hotel. I wasn't recognized as a SPG member. Disappointed.
May 16, 2012
Rated 4 out of 5 by Skyhawk Wi-fi
I just think it's ridiculous to charge for wifi these days. I could have stayed at another hotel but CHOSE this one. Won't happen again only for this reason.
February 17, 2013
Rated 3 out of 5 by Jobber327 Internet coverage terrible - no shuttle service
Overall this is a very nice hotel if you have no expectations for using wireless internet in your room. Rooms were clean and as an SPG preferred member on the 16th floor, I receiver two complimentary bottles of water each day..that was a nice surprise. However, this hotel has alot of nerve charging for the poor wireless coverage of its internet. Even though I received it as part of my hotel group package, I felt the internet coverage was abysmal. ALSO...The happy hour was nice but started and ended too early when it is from 4-6PM Tues-Fri. Why not have it from 5-7PM Mon - Thurs instead to better meet the needs of your usual business traveller?
August 13, 2012
Rated 3 out of 5 by warden12 Not a great experience
When we checked in just prior to 3pm we were told there wasn't a king bed available although I had reserved a king bed. She did find us a room with a king bed when I complained. When we got to the room we had time before our event to relax. The TV didn't work, wouldn't come one. When I tried to call the desk, the phone also did not work. I'm assuming they came sometime while we were at our reception and fixed the tv as it was on when we came in early Sunday morning. The pillows are horrible and the comforter is so heavy you can't move if it's over you.
August 25, 2014
Rated 5 out of 5 by Bballfan Does not understand its customers.
Can't belive this hotel did not accomodate Big 12 fans by having furniture and televisions in the lobby for the tournament.
March 17, 2013