Rated 4 out of 5 by MEWB Nice Hotel
Good location, nice lobby and rooms. Need to offer more room service food options.
August 22, 2014
Rated 2 out of 5 by JayBee2014 Poor or No Response
The Westin Charlotte is indeed new. As such everything does appear clean and attractive. However,
1) beds so soft, no back support, 2) room too hot / thermostat didn't work / desk did not respond to complaint. 3) no mention by hotel of my SPG membership neither at check-in or check-out...suppose they don't care about that, 4) Double charged on stay...no mention of this while there. Called the accounting dept and left message. Never returned my call, 5) hotel food acceptable but pricing unreasonable, 6) charged $18 to park my car in hotel parking...you would think that guests should receive complementary parking.
July 31, 2014
Rated 2 out of 5 by Jersey4 Great rooms but constant issues
The staff has finally started to get better recognizing that I've stayed there almost every week for the last 6 months, so staying positive that is good. The rooms are fantastic and comfortable and the wifi is really good and easy to use. Biggest problem lately has been the TV. The TV goes out at least one night per week. I could start to believe the excuse of storms in the area but it never applies to all channels and even all HD channels. It most often is on a channel that has a major event on such as a sporting event or primetime show. For a hotel of this caliber I feel it is completely unaccepable - and it literally happens every week I'm staying there.
June 20, 2012
Rated 1 out of 5 by MikeM awful customer service
reservation was not ready; waited several hours; no starwood preferred floor as reserved; no one to retrieve my luggage; key didn't work; boarding pass machine didnt work. gave me complimentary water which they then charged me for....
November 18, 2011
Rated 4 out of 5 by sta315 some difficulties
There were 3 names on the room. I made the reservation. When one of my roommates tried to check in (she arrived before me), they could not find our reservation under my name or her name. They finally found it under the 3rd person's name. When I reserved the room I also reserved a roll-away. When my roommate was finally able to check in, she asked about the roll-away and they said they would send it right up. This was about 12-12:30. I arrived after 3 and the roll-away had not been delivered. We went back down to the desk and asked again. The roll-away finally arrived after 4:00pm. Also, we had to call housekeeping when we arrived back at our room after 5 on the 4th day of our stay, our room still had not been serviced. We had to call down and request. The Do Not Disturb was NOT on the door.
August 13, 2014
Rated 4 out of 5 by wigstheome Solid and Dependable Westin
Consistently solid Westin. Platinum status always recognized, but don't expect suite upgrades as the hotel has very few. Rooms are comfortable, albeit on the small side. Food in Embers (hotel restaurant) is usually pretty good, and the workout facilities are better than average. Hotel is situated adjacent to the Convention Center and is extremely convenient for meetings in Uptown, and is a short drive to/from CLT or South Park.
March 22, 2012
Rated 4 out of 5 by LovelyOne44 This hotel has great features.
My husband and I were celebrating our two year wedding annivrsary. The stay was great! The only problem we had was that the strawberries and wine was not in the room when we arrived and we had to call for that. It was delivered immediately. My husband did not eat any because they were all voered with nuts and chocolate, so I ate them all (5). The wine/champagne was very good. We had a wonderful view of the city! The over all stay was great and e will stay again. LovelyOne44
August 13, 2014
Rated 3 out of 5 by NSE2013 Disappointed: Wrong Rate Applied
When I booked my stay I asked for travel industry rate. I was advised that I would receive that rate but I was charged the higher rate. When I asked about it during my stay a front desk personnel said there was nothing she could do. I would hope after all the years that I have been a member there is something SOMEONE CAN DO
August 17, 2014
Rated 5 out of 5 by MJ276 Restaurant needs better menu selections
Everything at this hotel is excellent but the menu at Bar10 is very limited and unexciting. The food was good, but there were no meatless meals and most items were pork based. But in all, this hotel is worth the cost and exceeds all expectations.
August 18, 2014
Rated 2 out of 5 by Arbee2013 Not up to the mark
As Westin hotels go, this particular one leaves much to be desired. Rooms are basic, and not cleaned well. The room I had this week had a big red wine stain on the carpet - no one seemed to care! The staff do the "bare minimum", no attention to detail, no going out of their way either. Housekeeping forgets to leave toiletries, water etc. Not to mention the room service is more expensive than any other Westin (even more than Manhattan!), and the food is not even par. Not sure what gives Westin Charlotte the license to charge $43 for a plate of bad pasta. Even though I'm an SPG loyalist, I avoid this hotel whenever I can.
February 24, 2013
Rated 5 out of 5 by HWW1 Good conference hotel
Stayed for five days for a conference. Comfortable, clean well-equipped room. Hotel has the amenities I expect
August 19, 2014
Rated 2 out of 5 by RTGiii Value for the dollar spent is not there
- Room: Upon arrival, I found what appeared to be public hairs in the sink. After turning the room upside down, housekeeping had knocked off bluetooth. headset off the table and found it under the bed. I found a filthy wash cloth under the bed. Some electrical plugs didn't work. Room A/C did not cool the room consistently (go to bed with a cool room as intended but room was hot by morning despite the t-stat showing the same settings)
- Meals: 3 meals at Ember Restaurant... Food was subpar... Breakfast in particular on 2 occasions and lunch once. The service was terrible on the last meal. Several requests took 10+ minutes (juice request, hot water for tea, etc) Had to pay cash because despite asking manager for service, she/no one ever came back to us to collect our payments.
- Conference space: Often 1x service on my phone with 3G on occasion. Had to pay to use wifi in conference area despite lack of cell coverage.
April 21, 2013
Rated 1 out of 5 by Traveler272 Cold Rooms
It was 26 degrees in Charlotte, and my 1st room had no heat. It took forever for maintenance to come check the heat, so I moved to a second room. The second room smelled like smoke and was supposed to get a non- smoking room. After a switch to a third room I was frustrated to find that there was no heat in there either. at 1030pm Maintenance/Engineering came up and assured me that I wasnt just making it up, and that the heater was in fact blowing out cold air. Adjustments were made and then the heat began to work. For what its worth, the manager took care of the valet parking and two meals but needless to say I will not stay here the next time Im in Charlotte.. The complimentary meals and valet were not worth sitting in the cold and putting up with the guest services employee on the phone that seemed less than thrilled that I made several calls/complaints.. Oh yeah forgot to mention that the extra door lock was busted on the door. No thanks
January 28, 2013
Rated 1 out of 5 by rndmcgs 11PM..Really
I had this room (2030) booked for the week, departing Friday. At 11pm on Thursday night, security pounded on my door saying I didn't belong there and I had to leave immediately. I called the front desk and talked to the manager who asked if I had any dealing with the front desk that day, which I didn't. I was here on business and recovering from major surgery...being startled out of sound sleep in the middle of the night was so wrong. I'm not sure why or who cancelled my reservation but the front desk personnel needs better training. A simple phone call would have sufficed and no, I will not stay here again unless it is the only hotel available. Extremely bad experience.
August 20, 2012
Rated 2 out of 5 by Cindi Big convention hotel with poor guest service
I am a Starwood member. Requested early check in since I was speaking at a conference. Concierge, Nicole, advised there was not a room ready. Sent me to the locker room to change. What is the point of membership if you cannot be accommodated? I asked for a room away from the elevator. She put me straight across from the exit stairway. The door started banging every few minutes at 5:30am. I assume it was staff. I asked Nicole at another point if I could have a walking map. She was checking in a LONG line of guests. She told me I had to wait in line like the rest ofmthemguests. I guess she doesn't know the meaning of concierge. Very unpleasant stay for me. Will not be back.
June 17, 2012
Rated 1 out of 5 by TLH28 This hotel needs new management
This is the first time that I have stayed at a Westin hotel and probably my last. My first day, i requested a room change, the comforter had stains as well as the carpet. My new room there were stains on the comforter as well as the carpet but not as noticeable as my first room. For three days the carpet in the hallway was not vacuumed. In addition, I noticed that a towel I placed on the floor had been refolded and placed back on the shelf. My fourth day there, my room was not cleaned until 8 pm that night due to some issue with the computer. This place is a nightmare!! The only positive thing about my stay was that the front desk staff was very friendly and professional.
April 7, 2013
Rated 4 out of 5 by JBSNFS GREAT LOCATION
WE ARE GOLD SPG MEMBERS AND LOVED YOUR HOTEL. THE LOCATION WAS GREAT. THE ONLY NEGATIVE COMMENTS I HAVE WERE THAT I DID NOT HAVE ANY BATH ROBES IN MY ROOM AND THE POOL AND SUNDECK WERE NOT UP TO MY STANDARDS. WE OVERLOOKED THE TRAINS ON THE THIRD FLOOR AND THE SUN WAS BLOCKED BY THE MINIMAL AMOUNT OF ROOM FROM THE OVERHEAD LIGHTING, ETC. MORE THOUGHT SHOULD HAVE BEEN GIVEN TO A MUCH NICER POOL AREA THAN A SMALL INDOOR LAP POOL FOR THOSE WHO WANTED TO COOL OFF AFTER WORKING OUT IN THE GYM OR TAKING A SAUNA BATH. I KNOW YOU DO NOT HAVE THE ROOM THAT THE WESTIN IN HOLLYWOOD FL HAS WHERE I HAVE STAYED FREQUENTLY BUT WE WERE VERY DISAPPOINTED WHEN WE WANTED TO RELAX ONE AFTERNOON BY THE POOL.
July 28, 2014
Rated 5 out of 5 by Tiger207 Freakin sweet
Booked one of the corner suites and it was amazing. I guess I've always stayed in cheap hotels, but I was just shocked at how nice and new everything seemed. Also, just the drive up to the hotel was impressive! Would definitely stay here again.
November 12, 2012
Rated 4 out of 5 by Chuck01 This hotel needs complementary services
The hotel met my expectation except the following that will determine if I have to use their services next time. They are:
- Complementary bus service to airport and back
- complementary breakfast
- complementary Internet service in the rooms.
November 19, 2011
Rated 4 out of 5 by Sumoboy3 Key Location
Beautifully designed hotel located perfectly for attending conferences and for exploring the Queen City and it's surroundings!
August 17, 2014
Rated 2 out of 5 by allcoj Hotel not prepared for large number guest
Unfortunately the Westin was not prepared for the large number of people coming in with my group. My room was not ready for check-in and I was told I would receive a call. I never received a call and checked in at 11:00pm that night, having to roll all my own luggage to my room (I had a lot). The next day at 8:30pm my room still was not cleaned. I was at the hotel for five nights and sheets were not changed during my entire stay. I think if the check-in was not handled so poorly the stay would have been okay. Door lock did not work, door lock required excessive force on handle to open. Took a few days to get issue fixed.
July 20, 2014
Rated 2 out of 5 by Sassy Miserable Stay
I really wanted to be able to say I enjoyed this stay....but just can't. Will give credit where it is due....the room was clean, and the beds are always comfortable. But in room 504, there was a noise problem that occurred basically all night long, keeping me awake. The plumbing pipes popped, clanked, and banged continuously, and it was so loud that the only way to drown it out was to play the TV loud...but who can sleep like that? First night was not as bad, but second and third nights were awful. I kept thinking it would subside, but it didn't. On the third night I was desperate for sleep, and called the front desk twice. On the second call, they sent an "engineer" to our room, and after discussion he said it was related to the heating/cooling system water return, and there was nothing he could do about it. At this point, at about 2 AM, it was pointless to ask to try to change rooms. I brought this to the attention of the front desk person when I checked out. She was "sorry for our experience". The topper came later that day when my group went to the restaurant in the middle of the afternoon, just to get some coffee. I have never had such awful service. It was not busy at all, most tables were empty. It took five minutes to be seated...the hostess just walked away. Then after we were seated, it took 10 minutes for anyone to come to the table. We ordered coffee and tea (Starbucks was closed, or we would have gone there), and asked for water. The water never came, so one of us went over to the bar and got the water for us. The attitude of the server was very negative. I guess she was aggravated this was not going to be a big check...although I have to say, paying $15.16 for two cups of coffee and two cups of hot tea is pretty exhorbitant to me. We were so unsatisfied with the service, we did not leave a tip. I am very happy to tip generously when service is GOOD, but do not feel compelled to leave a tip when the service is terrible. The waitress had the audacity to come back to the table and say in a very snotty tone " I really want to thank you". That was the last straw. So uncalled for.
This was my first visit to Charlottte, and it won't be my last, but I won't be staying at this hotel again.
February 22, 2012
Rated 2 out of 5 by none12345678 Suite Booked..no suite available at check in.
I booked a suite. "King bed, 615 sq ft, separate living area with sofa, two bathrooms"
When I arrived they claimed it was a mistake and no suite was available. This was about 6:30PM. Not late.
I got a regular room (king, not a suite). They apologized.offered to 'try and upgrade me next trip'.
And I am a SPG Platinum member
(Ive stayed here perhaps 8 times over the last 3 years- pretty mediocre treatment of Platinums. Great property, comfy rooms, good location....but just very busy with poor service.)
Poorly handled. I could have forced them to 'walk' me, in which case they would have paid for my room elsewhere.
I just got off the phone with them following up (I am in the hotel) and again all I got was "Im sorrys".
There are things a guest service person can do- dollars, SPG points, food. None of this was considered nor offered. Staff really failed to understand what they could do in this situation to make a guest feel that they appreciated their business.
August 14, 2014
Rated 2 out of 5 by BizTravel2014 5 Nights of Good and Bad
I have to say I was disappointed with the hotel overall. I loved the comfort of the bed and the shower, but I didn't like most of the food servers. We waited nearly two hours for a cocktail server to come and check on us regularly (Each time we ordered another round we had to go to the bar because NO ONE checked on us) and we spent at least 200 dollars in the bar nightly. The waitress in the restaurant was even worse.
Then there was the room. The bed was awesome, but there was a knocking noise that persisted throughout the week. Every 15 minutes or so it sounded like someone was throwing a basketball against the wall. And the bed was amazing but useless since the air was so warm. The AC never got cold enough and I would sweat incessantly. It was just not what I had expected and I was thoroughly disappointed. I know this brand can do much better.
August 11, 2014
Rated 2 out of 5 by groovechick staff inconsistent
3 people in my group asked if we could check out late due ot a meeting lasting until 2. One was told yes until 4, one was told yes until 3. I was told yes until 1 (my meeting lasted until 2) then I would be charged $75 to stay until 4. Why was I treated differently?
Doors slam too hard in the hallways waking me each time someone enteres their room near mine.
June 30, 2014
Rated 3 out of 5 by Deank Check Out Drama
I have stayed at this hotel a few times and usually don't have too much trouble. However the last time I stayed I was charged for valet parking for three days.
When I explained that I did not use valet, the front desk manager, was suspicious and asked me if I could prove I didn't use valet.
Not the way I expect to be treated as a Platinum member or any guest for that matter. It was a bit embarrassing to have to search for a receipt for off site parking
February 2, 2012
Rated 1 out of 5 by Wyocowgirl High expectations, low performance
I checked in and when I did, no mention of the green program (not having maid service) was made. However, when got to my room 701, I read the door hanger and promptly put it out at around 3:30 pm. I did not have washrags and thought this was part of your downsizing/green program so had to use handtowels until in talking with my fellow attendees that they had washrags. I did follow up with a housekeeper in my hallway and finally got washrags the on Friday afternoon. I had one little $5 green redemption card flipped under my door on Friday and that was it. My bathroom never did get warm despite having the room thermostat turned to 75. The building was horribly cold the entire meeting.
January 28, 2013
Rated 1 out of 5 by arn88 This hotel was a major disappointment.
We stayed at the Westin assuming the accommodations would be superior to those of the other major chains in Charlotte. Unfortunately, this was not the case. The carpet in the room was heavily stained (actually filthy). I requested another room and, after waiting an hour and a half, I was given a new room. Unfortunately, the staff never checked the room and it was in worse shape that the first one. My daughter and I tolerated it rather than going through the process again. I called the hotel when I got home and the only solution that was proposed was reversing my parking charge. They seemed uninterested. Until this hotel improves it's cleanliness and room maintenance, I would not recommend it.
October 14, 2013
Rated 2 out of 5 by DaniMarie525 New Years Eve party
This review is about the NYE party the hosted in their Charlotte - Uptown location. The hotel itself is clean and beautiful, and the front desk woman who checked us in was great, but the good ends there.
Do not waste your money on the NYE party. The bartenders were rude and when I tried yo order a cordial, which was advertised, they had NO idea what I was talking about. They advertised they would have a champaign fountain and they did not. The process to receive your wristband was a disaster. Some woman told us and others to follow a couple to a different area and the couple was going up to their room, so we had to stand in line all over again! The hor'derves weren't anything exciting, but we expected this and had dinner at McCormick and Schmicks prior to the party. It was so bad, we only stayed for an hour and walked to where Charlotte's first night was being held. It was a free event that was WAY better than paying the $280 for The Westin's party. Honestly I'd be embarrassed to be a nice hotel and throw that train wreck.
As a hotel, it is great, good location and clean. The bartenders are rude and clueless to the drinks they are serving. We also had a rude cashier that we bought tickets from who charged us for an extra champaign that we didn't want and told us there wasn't anything she could do about it, she said we wanted three, when there were on,y two of us and we both had mentioned TWO.
January 1, 2014
Rated 5 out of 5 by BellewJ Beutiful, clean, welcoming
I was at the westin for a convention next door and couldn't have been more pleased with my experience. VERY friendly check in lady who gave me much information since i was in from out of town. Gorgeous, EXTRAORDINARILY CLEAN room with beatiful cityscape view.
Later check out than most (12) Will return!
August 11, 2014