Rated 1 out of 5 by KeithH Worst Westin Experience
This was by and far the worst customer experience I have had at a Westin. It was only remedied on the final day by the awesome manager Leigh. Until then I had been snapped at by the front desk, told that the large group that had used my room longer than planned was more important than I was. ANOTHER GUEST HAD THE POLICE CALLED ON THEM AND WAS BANNED FROM THE HOTEL FOR LIFE. I saw it happen and the guest was not unruly. The whole experience was surreal. I am only going back because Leigh told me to call her ahead of time and I know she will make it right.
January 25, 2013
Rated 2 out of 5 by DisappointedRN This was very DISAPPOINTING!!
This hotel and it's amenities are very misleading. Please be prepared to pay for parking,liquor tax,state tax,city tax,occupancy tax,and refreshment center tax. Also the refrigerator is a stocked alcohol&beverage refrigerator, snacks(chips etc.) are also available, be mindful on your selections because its all on a 30 sec sensor. The carpet was very stained, iron leaked water, hotel has NO pool and staff was not very friendly. I informed staff that I needed a refrigerator for my husband meds(insulins) they promised to bring a extra one but I never received it, so I requested they remove some items from the stocked refrigerator & staff informed me that couldn't be done, so we iced his insulin to keep it cool... I was very disappointed with my stay, & ill never return!!
August 28, 2013
Rated 4 out of 5 by MkayMa78 It was nice
I thought that the room was nice, but it was not what I had expected. I've stayed in a few hotels during my travels over the last few months, and for the value, it did not meet my expectations. One main disappointment was the WiFi. In a time when there are so many of us traveling, this is a feature that I would think all hotels would have as complementary (I stayed in a hotel in Atlanta, same price, bigger room, with free WiFi). Other than that, nice bed, needs a little maintenance in the bathroom, but overall nice.
November 23, 2011
Rated 3 out of 5 by WorkTravelerReview Great Location, Friendly Staff
Fantastic Location. Friendly and helpful staff.
Parking is inconvenient and the vendor (not the hotel) charges random prices...Example: First night (10 hours) I was there, lost my ticket, paid $15. Second night (8 hours), had ticket, paid $20. Sign posted said: $10.
Hallways need sprucing up and need to be vacuumed and cleaned regularly...consistently observed regular issues with bits of trash etc in the hallways. Workout center was adequate and nice.
Room service late night dining options really don't exist.
January 24, 2012
Rated 1 out of 5 by MysticDog Sub par experience
Was excited to be on Beale Street.
But poor service at Westin put a damper.
Was given a room where someone was already checked in (!). Has never happened before. Hastened out of room and went back to lobby.
Am a Gold member but no upgrade was made available.
No Club level on property. (hmmm, how is that possible?)
No pool. (ok, maybe understandable)
Poor room cleaning service.
Checkout got bill wrong by overcharging.
Just generally a sub par experience for such a great brand ... but still liked Memphis!
August 19, 2013
Rated 5 out of 5 by Denise236 A step above Westin Peachtree
The management and staff here went out of their way to make sure we were comfortable with our room and our stay. I only have my stays over the last 8 years at the Westin Peachtree to compare to, needless to say there is no comparison. The Westin on Beale Street was a refreshing change.
February 26, 2014
Rated 1 out of 5 by DJ61 Room
I was very disappointed in the condition of the bed, when I walked in and seen that the bed covers were wrinkled and even the sheets had wrinkles. I have stayed at Westins all over the world and this is the first time I can say that the bed was not inviting. This was my birthday present to myself, I wanted to stay close to the forum so I could attend a Grizzlies game for my birthday. I took pictures if you want me to send you the pictures I can provide them.
December 31, 2013
Rated 5 out of 5 by Alwaysonthego1 Wonderful
Loved everything about my stay
March 10, 2014
Rated 4 out of 5 by RxDoc71 Great location and friendly staff, but....
I have started staying at this Westin for business meetings in Memphis. The location is fabulous for it's close location to restaurants and Beale street. My experience overall has been great so far. The staff is always very friendly and efficient (i.e. front desk). During this weeks stay I noticed that the cleanliness of the room (and hallways) left a lot to be desired. It looked like my room hadn't been vacuumed (at least not thoroughly), there was someones old underwear in the closet , the power connection on the desk was broken and two of the towels in the bathroom had stains on them (making me wonder if they had been washed). I would like to continue as a frequent guest here and hope that this was an isolated issue. If not....then it might be time to start looking for other properties in the area. Location simply is NOT everything!
December 1, 2012
Rated 1 out of 5 by Steamer88 Memphis Hotel a black mark on Westin Brand
Booked a 12 day business trip at the Westin Memphis. Worst mistake of my life. Nofified staff after just 2 nights of my depature, requesting the GM provide me his manager's name and number, 10 days later still waiting. I Later learned my colleague threatened to leave after 1 night weeks earlier and only stayed b/c she was given a suite for our 12 day stay. Cancelled dinner plans with local colleauges due to hotel management .
June 21, 2013
Rated 4 out of 5 by foodatl Great rooms/fitness
I love the hotel but I was very unhappy with the restaurant. I ordered oatmeal and coffee. My coworker arrived and asked for a banana. I told the waitress we were in a hurry so to please bring me the check so that I could pay. She did but never filled my coffee and 25 minutes later---no oatmeal. I asked if they could put it to go so I could take with me as we had a meeting to get to. It still wasn't done SO I PAID but no food.
April 30, 2012
Rated 4 out of 5 by Malloid Room quality
We ran in to an issue with the elevator card readers not recognizing the cards, It was handled same day, so thank you. Being an SPG member and staying on the SPG floor, I thought the rooms would have been maintained a little better. Bathroom vent fan has not been cleaned in quite some time. In ddition, the counter mirror had rust marks. In addition, we were part of a conference. Every morning, the breakfast buffet was cold
October 22, 2012
Rated 1 out of 5 by jackson10 Unfulfilled deal by Westin
The reservation representative and I discussed at great length what deals/specials where available prior to booking my stay.
Upon check in I was informed that I wouldn't receive the deal. I asked to speak to a manager but there was no manager on duty at 6:30 p.m.. The front desk employee baulked when I said I was anticipating a call from the hotel regarding scheduling a massage as I had discussed with the reservation representative. He said massages are not available at this hotel.
At Check out I asked for the manager but there was no manager working again. This rep said the hotel does arrange massages.
Didn't get the deal I paid for. Disappointed with the lack of management. Room was average to below average. It showed wear and the bed lacked the heavenly extras. This property is run down and dirty. It is not WESTIN standards. This place is low budget with a high price.
April 7, 2013
Rated 4 out of 5 by PYPER312 Memphis in late May
This was first time staying down by Beale St. The Westin is a nice hotel and is in a great location. We got there a little after 9 pm. We had a terrible time getting to the hotel because of the streets being blocked off. We were not aware that they did this. I like staying at the hotel and loved that you could walk to just about anywhere, but we wished we were told about the streets being blocked off at 9.
June 10, 2012
Rated 4 out of 5 by MJay Location, Location, Location!
Great location for access to Beale Street/Memphis in May! The bed was very comfy! Tub & dual-head shower in bathroom, separately. Water gets very hot, which gets a big thumbs up! However, for the price, there needs to be a refrigerator with space for personal stuff instead of being filled with overpriced items & food on the menu is a bit overpriced! Overall, great hotel!
June 8, 2012
Rated 3 out of 5 by spencer Awesome place to stay but had some major wifi issues
Its an awesome place to stay in downtown. the location is great and has lot of options to eat around. The paid internet works great but being a platinum SPG member you are issued a coupons codes for internet that never works. you got be on call for with the tech support every time to get it fixed. Give your self an hour to make sure your Wifi issues are resolved.
December 12, 2011
Rated 1 out of 5 by None Filthiest Hotel!!
Had to ask for housekeeping every day. When they finally did come they
left no toiletries
left no toilet paper
did not empty trash
did not vacuum
floors in bathroom were disgusting
bed had dirty sheets and rest of bedding
black hairs in bed
we said something at the front desk, but they chose not to do anything about it. I would NEVER stay at this hotel again!!
March 19, 2013
Rated 4 out of 5 by Mary415 Wonderful Staff
Hello, I recently stayed at your hotel and found all of your staff to be warm, helpful, and wonderful. I rated you a 9 out of 10 because there was 1 flaw, the 3am wake up call I requested (and reconfirmed with the front desk) never came. Thank goodness I woke up on my own and got to the airport on time. Other than that, it was a wonderful experience.
October 8, 2012
Rated 1 out of 5 by Spider97 Unacceptable Customer Service
I travel every week on business. I make every attempt to stay in Starwood Hotels, even when they are not as convenient to the locations where I will be doing business.
I checked in mid afternoon on Wednesday, February 26. I went to room 324 and started working, since I had client meetings in few hours that I needed to prepare for. While I was working, a group of young ladies came into my room. I obviously startled them, since they were expecting the room to be empty. I told them that I had recently checked in, and they must have been assigned the same room as me.
About 30 minutes later, I started changing clothes. Then, I heard someone coming into my room again. I yelled that I didn't have any clothes on and to wait a few seconds for me to put something on. He proceeded to come in anyway. I guess he couldn't hear me. I covered up, and it was the hotel manager. He said we thought you checked out. I told him that I had just checked in a little earlier. He then said that the front desk must not have completed the check in process, and he apologized for being inconvenienced.
A few minutes after speaking with the manager, I received a call from a lady at the front desk. She had no earthly idea who I was. She started the conversation by stating that she thought I had checked out. I told her that I just checked in and that the manager was just in my room. She took my information over the phone and re-checked me into the same room.
The next morning, when I was checking out, I was asked how my stay was. I said that it was OK. The lady at the desk asked, "It was just OK?" I said yes, and explained what happened. She may have been the one I was on the phone with the previous afternoon. I believe the gentleman who tried to check me in the first time was standing next to her. Neither one of them apologized.
This sort of situation should never happen. I understand that people make mistakes. This particular mistake should have been handled way better. It is obviously a huge security concern when other guests get room key cards to an already occupied room. I'm most bothered by the invasion of privacy and the fact that nothing was done to make up for the mistake.
I'm supposed to stay at this hotel again on March 19. I hope to never have an experience like this again at this hotel, or I'll be staying somewhere else from now on.
February 28, 2014
Rated 1 out of 5 by exhausted1 Memphis Beale a terrible representative of Westin
The room has no insulation at all. We could hear the conversations of the people next door clearly. At 2:00 a.m. we could hear next door neighbors talking even down to their yawns. We reserved a room with 2 QUEEN sized beds. When we arrived, hotel was sold out and did not have a room with 2 queen beds available. Since I am not a high ranking member of loyalty club, they gave me a disabled room that had 2 very small double beds. Front desk said nothing about this when checking in, they thought they would just "slip it by me", I guess. Later, I complained and asked why the hotel sold room types beyond the number that were available. I was told that they continue to sell rooms regardless of type until they are sold out. It is obvious that they always do this all the time and if you complain they offer you a measly compensation such as removing your valet fees or something. Bottom line is if you book this particular hotel, DON'T count on any specific room type no matter how many people in your party. A very poor representation of what a Westin hotel is supposed to be.
December 28, 2013
Rated 1 out of 5 by Easy98 Yuk
Front desk is always understaffed, less than helpful.
Toilet did not flush. Toiletries were not fresh -- both called in to question if housekeeping had done their job. Mouth wash was open, half empty -- yuk!
Complementary coffee was decaf only, no cream.
Staff and mngmnt just don't care.
October 30, 2013
Rated 4 out of 5 by Chitowntraveler True southern hospitality.
Perfect location. Outstanding staff and service. Everyone went out of their way for us from the check in counter to the restaurant hostess and bartender. Our room was clean but there is opportunity for some facility upkeep in the rooms. The carpet was stained and the bathroom grout was stained as well.
January 19, 2013
Rated 5 out of 5 by Carolnbob Beale street
We loved the location! The bathroom was great. It was roomy. We were very pleased that we could not hear any noise from Beale street partying. The carpets could use a cleaning in the room that we had. Free wifi would also be nice based on the room cost. But overall we really enjoyed our stay
September 12, 2012
Rated 3 out of 5 by Greg Disappointed...
I have stayed at this hotel before but this time it was disappointing. Service was poor. I checked in at 11pm, the Internet wouldn't connect and I needed to prepare for a meeting so I called the front desk 3 times but no one ever answered. I called down early the next morning because it still wouldn't connect. I got put on hold FOREVER and they finally just gave me a voucher code. That night I had reservations in the restaurant. My date and I both ordered the none in ribeye. They brought us both small filets. When I asked why, they said they'd run out of the ribeye due to it being Valentine's day and that's all they had left. They didn't inform us, offer an alternative, ask if we'd like something else, nothing. In fact the restaurant manager said "that's all we have left" and walked off. I'm sure the staff was tired from working a busy Valentines night but still. Overall, the staff seem very apathetic. Other than the bell staff (very friendly), the rest of the staff seemed apathetic. I'll be staying elsewhere from now on.
February 16, 2013
Rated 1 out of 5 by 3goldengirls Hotel Room Service - Unacceptable
We had to sleep in a dirty room one night during our stay, and no one (night manager) would take responsibility in rectifying it. The problem became the resident's fault instead of housekeeping (hotel). We were not compensated for it - even though we asked.
July 26, 2012
Rated 5 out of 5 by Jay66 Excellent Stay, Service, and Accomodations
WOW... what a stay. One to remember. As a Platinum, I was upgraded to a spacious suite. The suite was not ready when I arrived and the staff graciously comped me a few drinks at the bar. When I got to the room, I was very impressed. It was clean, comfortable, and the bathroom was awesome (huge shower, awesome bath). The facilities were great from every angle and the service by all staff was phenomenal.
I've never been to Memphis and have to say that the location of the hotel is about as perfect as you could get. It's right around the corner from Beale Street and right next to the arena. Just so happened that the weather was perfect and a playoff game was going on... made for a real exciting night. Just outside the hotel are MANY restaurants and lots of nightlife.
This hotel gets very high marks from me. What put it over the top was the service provided by the Front Desk staff. Next time I am in Memphis, I will be back.
April 28, 2014
Rated 4 out of 5 by LisaC1117 Pleasantly surprised
There was a lot of hustle and bustle when we arrived for a short overnight on our way west by car. We enjoyed the motorcycles, nighttime activity on the main strip, and then a pleasant singer and servers in the hotel bar. It was a nice rest stop.
June 14, 2012
Rated 5 out of 5 by Susanna59 Location, location, location!
A perfect home base if you're visiting memphis . This hotel is beautiful...easily within walking distance to all major attractions except Graceland.
May 3, 2014
Rated 4 out of 5 by Jamie27 Clean, Comfy and a Fabulous Location
The best part about this hotel is the location. It's close to Beale Street as well as many other fun restaurants and bars. The heavenly bed was also amazing after traveling for hours. It was clean, modern and comfy!
August 21, 2012
Rated 3 out of 5 by Underwhelmed Customer service is not a priority
I had an issue at check in and found that the ladies at the front desk couldn't have cared less that their issue with not having my room ready caused me to be late for my plans.
February 23, 2012