Rated 1 out of 5 by Susan81 Worst Service Ever
I had room reserved from 4/11 to 4/14. Before starting from Chicago on 4/11, I called the hotel to confirm my room booking and requested for King size bed since My wife and I were traveling with 11-months old baby. The hotel staff (including manager) confirmed my booking, bed request and gave me a confirmation number. I got that in email as well from hotel staffs. Our flight from Chicago got delayed and we reached hotel at 1 am at night instead of 10:30pm. When we reached hotel, we were shocked to hear that they would not give us room for the night since hotel was overbooked. The person and her manager on duty said that they will give us walk in to another hotel for the night and we will have to come back tomorrow. The only reason I called that morning to confirm reservation because this was our first travel with baby and wanted to make sure that our stay is comfortable and last thing we wanted to do is change hotel. With baby, unpack his stuff for one night and pack it again next day to move to different hotel was something we were not prepared for.
We spent 90 minutes arguing with them that we were given confirmation number in morning but the hotel staff simply denied that they have any knowledge of our confirmed reservation. I gave them the name of three person I spoke with and showed them the email exchange I had with them. The hotel staff present at that time refused to contact the three staffers saying that they were in morning shift and gone home.
We did not expect such a pathetic service and rude behavior from Westin hotel. We stayed in lobby for 90 minutes with our 11 months old baby while they failed to communicate with their internal employees. Despite having our reservation done 20 days in advance and confirming room same morning, Westin denied us room 1am at night.
The worst service I have ever seen in my life!!
May 10, 2013
Rated 1 out of 5 by Tommytupper Westin, DC
This hotel was below expectations for the Westin brand especially concerning facilities and the lack of staff available to meet guest needs.
May 17, 2013
Rated 1 out of 5 by bswoo873 Not worth the amount of money they ask
I am very disappointed already with the first 3 hours I have spent at this hotel.
First, my experience at dinner at the bar, your bartender Reggie needs TREMENDOUS amount of training. I asked him whether the salad was an entree or appetizer size, his only response three times over was "it's a salad size". When I asked him to call the kitchen to clarify, he was combative. This is NO WAY to treat a guest.
He obviously does not understand how to treat guests. He was more interested in spending time with his "friends" (or perhaps regular guests) at the bar, than serving other guests.
Secondly, my room had an ironing board that was dirty, and the iron was filled with residue. Luckily, I wasn't ironing a white shirt, otherwise, it would have stained.
This is not what I expect of a Westin Hotel. Certainly, not what I expect when paying $329/night. I've seen better service at hotels <$199/night.
I'm sorry, but I stay at hotels >100 nights per year, not always at a Starwood hotel, but when I spend this amount of money, I certainly expect a higher level of service and amenities.
May 14, 2013
Rated 5 out of 5 by Life :)
Staff cool, understanding and righteous? Check
Feel of premium love, convenience of a regularly-visited pitstop...
Could become a multidimensional favorite; easy.
May 8, 2013
Rated 2 out of 5 by ilovespgbut Not the best from Westin Washington
The service seems to be declining at this hotel. Generally, I am excited about my stay with this Westin because of its location, but on this stay....it seemed to be lacking in a few of the customer focus areas. I also find out that the walls are paper thin as I was awaken at 2:30 AM with the noise (seemingly a physical encounter) in the neighboring room.
The hotel still feels like they are in a remodeling phase.
May 6, 2013
Rated 2 out of 5 by Elba1701 Did not make the grade
Generally I am a big fan of Westin and SPG, but this last visit did not meet expectations. I had two reservations, which I was repeatedly assured would be seamlessly combined, which resulted in a number of problems. When I arrived, very late at night, I was not greeted as a valued SPG customer, but was too tired to make an issue. When I brought this to the attention of the front desk the next day, I expected at least an apology, at best the offer to move me to the Preferred floor. What I got was attitude from the front desk staff. The final staw was finding someone else's dirty laundry under the couch when I was packing up!
April 26, 2013
Rated 1 out of 5 by EXSPG Hair in the bathroom and sink
It was very unsettling to wake up to long black hairs in the sink and shower. Even more so to find that the staff was not horrified and apologetic rather they said, " will you be out in the next hour so we can have housekeeping clean up?" I returned four hours later and the room had not been cleaned and the unsightly hairs were still in clinging in the sink and shower. There were a few other issues, but this lack of hygiene is simply unacceptable!
May 3, 2013
Rated 3 out of 5 by Papag76 Too Noisy
Arrived on Monday and was able to check in right away. Was expecting a 50% discount on parking due to AAA but was told this wasn't available. That was $84 I wasn't expecting. We had breakfast included in Charlotte but no such offering here. We saw no advantage to being a SPG member at this hotel. We had a suite that was located on the interior of the building. The noise from the lobby was bad enough but the bar was horrible. On two nights I had to call the desk multiple times due to the whooping and hollering from the bar that was just magnified in the lobby. At 2:00 am they finally quieted down. One of the bellmen was quite helpful but the other was more interested in his phone than getting us a cab. Overall the location was nice, walking distance to the White House and area restaurants. Wasn't worth what I paid for this suite. Wish we had stayed at another location. Overall we were very disappointed with this hotel.
May 2, 2013