Rated 2 out of 5 by Mjack Lack in customer service
Check-in late had a concern with my reservation and there was no one to adress..was told to call manager in the morning.
No empowerment....why should i have to call back.? If your night staff is not empowered then morning staff should call the guest back with a solution
Left the next mornign never to come back
September 9, 2013
Rated 5 out of 5 by Chris4 Pre cruise stay
This hotel was a short triip from the airport.
The rooms were spacious, beds comfortable and shower great! walking distance to great restaurants. The gym needed more air/fans but it didn't stop us from feeling like we had a good cardio workout....would we stay here again, definitely yes...points price is great!!!
December 2, 2011
Rated 5 out of 5 by Rosa0853 SUPERB!!!
When I walked in the hotel i thought I was in Europe!! beautiful! an exquisite ambiance and the staff so customer oriented! I felt like a million dollar woman staying there. loved the staff uniform and the food??? out of this world specially their breakfast which I highly recommend and their turkey BLT sandwich!
August 17, 2012
Rated 5 out of 5 by Patti301 Loved the mix of old and new building!
The hotel staff was very friendly and more than willing to help you. I could not believe how clean and spotless the property was, great job! Also we loved the breakfast in the morning, the staff very friendly and the food excellent! Thank-you so much for a great experience. Would reconmend you to everyone!
August 3, 2012
Rated 4 out of 5 by Whgille Great Location in Coral Gables, BUT.......
The Westin Colonnade, Coral Gables is definitely one of the best hotels I have been to. The rooms are very comfortable and the hotel is within walking distance to everything in downtown Coral Gables. Once you park your car, you really do not need it again. There are many shops, restaurants, and nightlife spots all just a short walk away. I have only two issues that I encountered at the hotel. The first the hotel really has no control over. The hotel hosted weddings the weekend my wife and I stayed there and the guests from the weddings when they were heading back to their rooms at night (the individuals were probably drunk) were very load and noisy. The hotel does try to curb this with signs right outside the elevators asking for quiet. Nevertheless, some people just do not care for anybody but themselves. The second issue the hotel can very easily solve when I check in. Being a Platinum member of their loyalty program, I expect them to inform me of SPG events on site for their SPG members. At this location, there is a nightly get-together with drinks and appetizers. I should have been informed of this and of the location for every night I was there. However, I never knew about this until I read a sign as I was walking out of the hotel to go home. I fully expect the hotel staff to change this behavior before I return next time. Because the perfection of the location of this hotel ensures that I will return again.
July 14, 2014
Rated 1 out of 5 by a2201 Don't recommend it
the pool had cigarette butts in it. that was nasty. it was hot enough to go in but couldn't enjoy this feature due to the cigarette butts. there were also no towels to dry off and no one to ask for anything. we were 2 people and had only 1 bathrobe and not many towels either.
June 25, 2013
Rated 2 out of 5 by Victor64 Westin is letting down this property
I've always try to stay at SPG hotels around the world because I normally have a good experience, but I was surprised to see this hotel was let down, the machines at the Gym facilities are old, none answers when dialing operator, could not find the concierge.
June 19, 2012
Rated 5 out of 5 by Kimmy1121 One Word: Amazing
I walked in the front double doors and was amazed upon sight. The golden stair, escalator rather, led me up to guest services. Before being greeted by the staff I was hit with how GREAT the hotel smelled. It was a clean, inviting smell that just made me smile inside. The staff was extremely helpful in the check-in process. My room and bathroom was nice and clean. The view was wonderful, the cabanas on the rooftop were relaxing and the pool was nice. I ate at the 1862 Room my last day and it was an AWESOME breakfast. The staff there was amazing as well. I look forward to staying here again.
May 30, 2012
Rated 3 out of 5 by Stephen310 This property was a disappointment.
A few observations:
*The sofa in our room showed several stains.
*The carpet in the room was threadbare.
*The toilet was problematic (esp flushing).
*The gym's equipment was rusting.
*The gym was dirty (with sweat stains and hair on the floor.)
December 30, 2012
Rated 5 out of 5 by Milady1918 Brief Stay
I had a brief stay (2 nights) at the hotel but found it very accessible, close to every thing and with a very friendly staff. Although the room was very comfortable and clean I do think the terrace/pool area need to be cleaned better.
May 27, 2013
Rated 5 out of 5 by Shaylag15 One of my best birthday's!!!
I came here for my birthday weekend and I must say I really enjoyed my stay. The staff were super friendly and very helpful, I felt safe and secure when I do come back to that area I will definitely be booking a room there.
October 27, 2012
Rated 5 out of 5 by ECEJon People work here are wonderful!
I emailed the front office manager before we arrived and I didn't have no response from him, we are a family of 4 and hoped for a nice upgraded room, and slightly concerned initially.
When we arrived, Juan at reception is so wonderful, all my concerns were gone after talking to him, and he gave us an executive suite without any hesitation, he even offered the boys some Pringles.
Throughout our stay, the staff work here are extremely friendly and gave us wonderful advice on dining and shopping. Juan again is exceptionally good and cheerful!
Some information might be useful for some. It is in the heart of Coral Gables, quite upmarket, plenty of nice eateries around, wide selection of boutique shops, not necessarily a great deal to do for young families in surrounding area, a lot of banks/offices around. The hotel is part of a large commercial building with offices and serviced apartments.
The suite does not have a separate living room and it's a nice open planned room with a nice sitting area.
Continental breakfast in the third party run restaurant is more than adequate.
All in all, a nice stay for us.
December 19, 2013
Rated 5 out of 5 by ClaudiaCTF Beautiful Venue
The hotel is absolutely breathtaking! The staff was always ready and eager to help with everything we needed. The rooms were spacious and well maintained. We'll definitely be coming back!
October 26, 2012
Rated 5 out of 5 by bettyboop Great Stay!
I rented a room for my best friend's honeymoon and it was over my expectations. The hotel staff is very friendly and helpful. I really enjoyed it and will definitely recommend it.
October 25, 2012
Rated 1 out of 5 by Bisley Very poor
This is an underwhelming Westin in an awkward configuration. Lobby is on 2nd floor, valet parking is a limited space so unloading luggage is difficult. Valets were often slow to bring up the car. Separate elevators to room floor. We were a long, long way from those elevators. So a journey to the outside took at least 5 minutes. That's all minor stuff.
Housekeeping is the real problem here. Day 1 we returned to our room tired and ready to change for the evening at 4.30pm to find our rooms hadn't been done. When they were eventually cleaned, our used coffee cups were still sitting there. Day 2 the bath wasn't cleaned and the coffee station wasn't replenished. Day 3 again the coffee cups were left and my pyjamas were found hanging on the lamp. Day 4 the brew basket wasnt emptied Day 5 we we're woken by the maid at 8am who didn't apologise though it was evident she had woken us (there were no Do Not Disturb signs provided, nor a safe nor any amenities beyond soap and shampoo). Nothing major but enough to ensure we will think very carefully before booking with Westin
Also disappointing that the pool wasn't heated and the gym was so small.
December 28, 2012
Rated 5 out of 5 by Steve1000 Outstanding service
Lovely hotel. The staff was exceptional with a very strong focus on customer satisfaction. I would certainly choose to stay at this hotel again.
June 22, 2012
Rated 5 out of 5 by Gil601 First Business Trip
The Westin Colonnade was a wonderful experience for a first time business trip. The staff was very friendly and helpful.
August 20, 2012
Rated 1 out of 5 by Gari Awful
Facilities are very old and no maintenance. Additionally I had a room that already had another host....terrible mistake.
July 30, 2012
Rated 2 out of 5 by Rg33 Room not up to standards
The air conditioning was not working. The shower was broken and the bathroom floor was dirty.
December 21, 2012
Rated 4 out of 5 by Cocoliche Nice and comfortable
The Westin Colonnade, Coral Gables is a combination of old style with modern comfort. The rooms are spacious with good bathrooms, minibar, air conditioning, good beds, etc. The Staff excels in amiability and very good empathy with the guests. The only "minus points" in my opinion is the lack of proper parking facilities and maybe too many elevators. All in all, it is an excellent hotel which I recommend.
July 1, 2014
Rated 5 out of 5 by James91838 Westin Colonnade Coral Gables Fl is superb
I have been a member of Starwoods Hotels program since Feb 9, 2011 and the Westin Coral Gables is one of our favorites.
The elegant building has marble and other OLD WORLD charms. It is located on Coral Gables's "Miracle Mile" which offers excellent dining options. We like it so well that we have been back three times this year.and each time we have been there they have hosted some elegant wedding or social event. Our favorits Starwood property is still the Westin Bayshore in Vancouver Canada but the Colonnade is now our choice in Florida.
Federal Way, Washington
October 30, 2011
Rated 2 out of 5 by area13 not as advertised
I booked a townhouse suite at this Westin because it advertised a free standing soaking tub and separate shower. Although there were many hotels in the area that had luxury baths advertised I chose the Westin because I have stayed at several different Westins in different states and have always had a good experience. After checking into the room, I discovered this tiny bathroom with a regular size shower tub combo. I called the front desk and was told I must have misinterpreted the website and there were no rooms like that in the hotel. After bringing up the website, I took my computer to the front desk to show them why I booked this particular room, I was told that what I read could be interpreted in so many ways, and there was nothing that could be done. The front desk person kept looking at the screen and saying I don't know what there is we can do. Finally, I said that I would not have booked a room there if I hadn't read the specifics of a soaking tub, I would have booked at a different hotel that had what I wanted for a relaxing getaway. It was already late in the day and I didn't want to have to find a hotel that night but wanted to cancel for the remainder of my stay. They did allow me to do that and gave me a reduced rate for the night I did stay. But this only happened after I had a lengthy discussion about my dissatisfaction and the staff acted as if I should just accept the room as it was even though not what was clearly advertised.
December 20, 2012
Rated 1 out of 5 by LisaC12 Speechless
There are no words to describe that stay I had at this hotel. It ended with me checking out at 1:30am in the morning extremely upset and driving 40 minutes to the Ft. Lauderdale Westin Beach Resort. First the room layout is not conducive for a quiet stay. The beds are located next the wall adjacent to the hallway where doors are closing and people are walking and talking. The walls are thin. The people next to me were so loud that I had to call the front desk which promised to look into the issue but failed to respond. There were a number of drunk partying people coming down the hallways and slamming doors. If this wasn't bad enough, at 1:00am someone put their key into my door and opened the door to my room. Absolutely horrified, I jumped up to see what was going on. It was another couple checking into my room. The front desk had apparently checked someone else into my room. I was histerical at this point and called the front desk to let them know that I had had enough was was checking out. So in the middle of the night I had to pack my back and find another hotel....all while being extremely upset, exhausted, and fearful. What a horrible stay. The manager did ultimately call the next day after sending an email apologizing...where I responded that an email apology was unacceptable and that I deserved a phone call. This sounds like something out of a move....but unfortunately it was my real life. Can you imagine you wife or daughter in a hotel alone and someone else checks into their room....how would you feel?
November 2, 2012
Rated 1 out of 5 by jwtime Women Beware
BEWARE if you are a woman! I am posting this because the GM hasn't even had the decency to respond to my email addressing the issue- unacceptable. I checked into this hotel around 9PM, after finally falling asleep (note they have very thin walls) I was a woken by a man that came in my room at 11:45PM. As you can imagine, I screamed. He apologized and left abruptly. My heart pounded for a few minutes before I called the front desk. I made the man on the line aware of the situation and he just choked on his words. I said this was unacceptable and hung up. I am a single woman sleeping in a room where a man walked in – as you can imagine, my heart and mind raced with what if’s for the next 2 hours before I could fall back asleep. About 10 minutes after the incident the phone rang. It was the front desk and the man was telling me how the situation came about. He told me he accidentally keyed the room card with the wrong room. I was in room 311 and he should have been directed to Room 331 or something. He then said how about I give you 2000 points for the inconvenience and I hung up. I found that insulting that my security was worth 2000 points (that maybe covers free wi-fi?!) to his stupidity. I am sure many people check in at all hours of the evening. How can someone feel safe and that they aren’t “accidentally” going to key them into an already occupied room?! Do they not have systems or protocols even training in order to make sure this doesn’t happen? I would think that at least half of their reservations are for women and if we don’t feel safe, we wont be booking with your hotel in the future. So beware ladies and I suggest going somewhere else!
August 15, 2013
Rated 4 out of 5 by rae379 Overall a good, long stay
I stayed at the Westin Collonade for 2 weeks, and overall it was a good stay. The staff was very accomodating. I was originally put in a room with doors opening onto the pool, which was not my preference. I let the front desk know and they immediately moved me to a different room with graciousness and apologies (which were not needed, but I appreciate the customer service.) The room service staff were all great, including Julio who brings the food - very warm and kind. The room service prices were also reasonable, which was a nice break from other Starwoods I've been to recently. The only customer service thing that annoyed me a bit was calling the Customer Service line on my room phone and usually hearing the greeting "Hello, Mr. (name)..." I am not a Mr. I am a Ms. Please don't assume that only men are reserving your hotel rooms. The staff should consider saying "Hello, Mr. or Ms. (name)" or perhaps "Hello, how can I help you?"
The facilities could use some sprucing up for the cost of this hotel. The carpet in the hallways are particularly rundown and stained. The rooms however are descent and comfortable. I liked the jacuzzi and pool a lot, though when I first arrived the jacuzzi was luke warm. I was a little bummed since I was already down there in my bathing suit, but as soon as I let the staff know, they got on it immediately and it remained perfectly hot for the remainder of my long stay.
Finally, getting to check-in is a bit confusing and the signage is awful. The valet staff will mumble very fast directions to getting to the check-in desk, but once inside, you'll wish you had listened closer. You must go up an escalator that does not say "check-in this way" or anything helpful like that, turn a left, and walk about 30 yards. Over the course of my stay, I watched countless arriving guests wander around until finally figuring it out or having me point them in the right direction.
Still, the issues were minor and I would recommend this hotel. Great area, great staff, and descent accomodations. Common areas - particularly hallways - need cleaning or carpet replacement.
May 29, 2013
Rated 1 out of 5 by UniqueExperiences Unique Experiences
I was a guest at the Westin Colonnade Coral Gables for 2 nights, received my room key card for my room which I learned was the furthest room from the elevator on the floor. I ended up carrying all my luggage to try and open the door to find the key card or the door lock wasn’t allowing me access into the room. I had to walk all the way back to the elevator with all my luggage down to the main lobby. The front desk receptionist apologized and stating the keys work it must be the door lock and said she would give me an upgraded room for my troubles.
I was assigned another room (which wasn’t an upgraded room, just closer to the elevator) to find I wasn’t the only guest in the room. I found a cockroach in the bathroom (I would have attached the picture of the guest who wasn’t paying but there isn't an option for it on this site). I was disgusted and didn’t want to stay in the room with a cockroach and informed the front desk of the matter. I had to gather my belongings and proceeded back to the main lobby AGAIN to receive yet another room assignment. I was assigned another room again. I left my room the next day and to return to find the door was left open! I was apprehensive to enter the room and didn’t know if anyone was hiding in the bathroom or the closet. I didn’t feel safe at all. I proceeded to check the closet and the bathroom to find no one. Luckily none of my work equipment or personal belongings were missing. There was an awful smell in the room of rotten food emanating from the refrigerator that was delivered. If I wasn’t so tired I would have requested a room change again but dealt with it by opening the windows. I called the front desk manager, and advised him of my door being left open. He stated my experience was a unique one and this never happens. It was nice that he compensated me with a room night but I don’t understand how this could happen at all! Instead of feeling like I was at a superior hotel I felt as if I was staying at a dirty cheap motel.
Although the front desk staff and management were very quick to recover from the inconveniences of my stay, my stay at this hotel was by no means convenient and did not make me feel safe and did not meet my expectations of a Westin Hotel. I sent an email to the Manager Mike Wurster to get at least an apology. Haven't heard back and I don't foresee him writing back.
February 15, 2012
Rated 4 out of 5 by Annie Room Stay
We reserved 3 rooms for our one night stay. We are locals and had a wedding nearby and therefore decided that it was better if we stayed close to the reception. We arrived at 2:00am exhausted and in need of a shower and one of our rooms(older couple)
did not have any cold water. Our room was pleasant until the housekeeping staff tried to open our door 4 times at 8:30am. Our room lock was broken(which we reported upon departure) and so was our "Do Not Disturb" sign therefore we were not able to advise that we were still sleeping. We also had to go out and tell the housekeeping staff to please stop yelling to each other.
June 11, 2013
Rated 2 out of 5 by Susy925 This is a nice hotel
The hotel is very nice and has a great location. Nice to get away from the daily hustle and bustle and our kids and family. The restaurants are fantastic in this area. However, I was a bit disappointed with the cleanliness.
June 23, 2014
Rated 5 out of 5 by Loreayala This hotel is a most to stay
I have had a GREAT experience, everything was as expected as a friend recommended us.
June 25, 2014
Rated 5 out of 5 by opircam Westin Coral Gables
Very comfortable night. This is one of the most friendly and responsive hotels that we have stayed in. Highly recommended.
June 23, 2014