Rated 1 out of 5 by zanna124 Hotel has NO HOT WATER
I checked into this hotel on Friday morning. On Sunday afternoon, I went on a 5 mile hike, came back at 7:30 pm dusty and needing a shower. After waiting several minutes... no hot water. I got dressed, went down to the front desk only to be told there was a hot water outage. The manager claimed guests were notified, and could not explain why I was not notified of the outage. I invited him to send a staff person up to my room to find the alleged notification, but he declined. I NEVER HEARD OF A BUSINESS HOTEL WITH NO HOT WATER. The manager had some advance notice-- I would have checked out in the morning, had I known the extent of the problem ( a 12 hour outage!!!), which is probably why they didn't tell anyone. I've stayed at Westins nearly every week for the last year, and am baffled at how this could happen. The manager claimed he didn't have authority to refund the charge for this night. I am NOT paying for a hotel with no hot water. I am cancelling my future Westin reservations and will happily find a hotel with hot water and competent management.
April 21, 2013
Rated 5 out of 5 by Rosegoup The staff was fabulous.
It was our anniversary and they sent us complimentary champagne and fruit to our room. Also comped parking. We would stay here again.
December 23, 2013
Rated 1 out of 5 by GGGG Low Standards
The room was not clean and not cleaned thoroughly each day. Loud noise early in the morning, 6am, created by hotel service staff.
Refused service in the restaurant because staff wanted to leave early.
Poor dining options.
December 19, 2011
Rated 3 out of 5 by Stevestu Not the best Westin
I only stay at Westin hotels around the country. This hotel is below average. Showers need updating - room smelled old.
Staff not nearly as nice as other Westin hotels.
just not up to par
December 9, 2011
Rated 4 out of 5 by GooBee Nice place. Met my needs.
Hotel is lovely. Rooms very clean. In room coffee pot didn't work. Telephone next to bed didn't work. Charged me (twice) for wireless Internet despite my SPG level.
March 18, 2012
Rated 5 out of 5 by Krimey Wonderful Stay!
Convenient Location, Great Staff, Comfy Beds, Warm Pool...what more could you ask for?? We love this hotel
April 25, 2013
Rated 3 out of 5 by Grammy50 Housekeeping
Housekeeping never came the first day, I returned to my room in the evening to find an unmade bed, etc.
December 7, 2011
Rated 5 out of 5 by Tina37 love the remodel
but would expect the towels to be updated too... they are getting a little rough and road weary.
August 6, 2013
Rated 2 out of 5 by Nikita Not the best option for area
Poor SPG recognition. Old rooms. Poor service. Can tell nothing good about this property
May 15, 2014
Rated 5 out of 5 by Arnold46 The staff was terrific
Staff made sure everything went perfectly
May 14, 2014
Rated 1 out of 5 by Val14 Ruined My Wedding Night
I reserved a block of rooms at this hotel because I was getting married at a nearby facility. The agent who helped with my block reservation was very accommodating. The front desk staff was helpful, they gave our guests directions to the different events. The bridal party checked into the presidential suite at the hotel the night before. My mom was suppose to stay in her room both nights, she is disabled. My husband and I were to get a suite for the wedding night. The bridal party had planned to decorate the room between the ceremony and reception with flowers, champagne and flowers. While we were at the wedding they checked my mom out of her room (which was frustrating because we gave the front desk staff specific directions the morning of the wedding) The hotel staff checked someone else in my mom’s room moved her things to another room but left all her jewelry in the safe. Not only did they give my suite room away to someone else It was not ready at 4:30 when the bridal party went to set up with the florist. At some point the staff put the champagne (not the one we had brought but a cheap bottle) on ice in my sisters room (different last night) name) and never moved my luggage or my husband’s to our new room. So at 11:00 after the reception was over we had to drag our own luggage to a room which was not a suite it was tiny and dark and our champagne was missing, The room was tiny and not a suite. So we made the best of it and closed down the bar with the rest of our friends. When I called to complain after we returned from the honey moon no one called me back. I left 4 messages for 3 different manager and never go a response back. The worst part of it they never credited my Starwood account for the stays, or made any effort to reimburse me for my stay, they even overcharged us for the valet parking.
May 8, 2013
Rated 3 out of 5 by Trish64 needing improvement
The facility was nice but very disappointed in the helpfulness of the staff. I was shocked that the staff knew nothing about how to help us get around. They acted like they were new to the area. Also, their little store on site had basically nothing available and closed extremely early. If we needed anything we had to walk to get it.
May 6, 2014
Rated 5 out of 5 by ecco50 Great location and attentive staff
This hotel has a perfect location right off the highway, close to the airport, close to over 50 restaurants covering all price ranges, and a bridge to one of the great malls in America.
Staff did a great job of recognizing my platinum status and providing a suite upgrade.
I forgot my phone in the shuttle and was running late for a flight, and the hotel radioed the driver and he immediately turned around to get it returned. Made my flight only because of this attentiveness.
Not the newest Westin, but they are doing a good job of trying to keep it clean. Pool area and fitness center look great
If there is a negative, it is the parking rate of $20.00 a day.
May 18, 2012
Rated 2 out of 5 by Disappointed0612 Amazing staff didn't offset the overall negative experience of our stay
Let's start with the positives:
The staff is incredibly friendly and helpful (although they couldn't help address our specific grievances, they did try).
The hotel is pet friendly, and doesn't even charge a fee (very hard to find these days).
There are plenty of amazing places to exercise a dog nearby.
The beds are very very comfortable.
We did not swim but the pool looked amazing - very clean and welcoming.
We did not use the exercise room but it looked busy (busy but not full) and had a great view (overlooked the pool).
The catering for my friends’ wedding and the breakfast buffet the morning after was amazing – the wait staff was so incredibly accommodating. Though I wouldn’t recommend you stay at this hotel, if you need an event catered they sure do a fantastic job (though I don’t know how the pricing is).
On to the negatives:
The first impression of the room was disappointing. Our dog sniffed out an old crusty piece of chicken that someone had jammed under a chair (housekeeping must not have found it). Because it didn’t stink we merely threw it away instead of requesting a new room.
On day 2 of our stay we saw and killed a beetle in the room (I don’t think it was a roach but we didn’t let it live long enough to find out). Again, nothing to call the desk about, but up on the third floor I wouldn’t expect that bugs should be that common.
Parking is more expensive than it should be. If you don’t know the price, call in advance to find out, as it is a pretty significant daily charge to park on the top level of a ramp that is about a block or more away from the front door. They couldn’t seem to coordinate between the ramp and the front desk. For 6 exits during our 2 night stay, they had to call the front desk every time to verify they could charge it to our room (we gave them our key cards but apparently that wasn’t enough). We did discuss this with the front desk and they gave us new cards in an attempt to alleviate the issue, but by then we were already at the end of our stay.
The internet is not worth the money. The connection is incredibly slow, and they “bundled” our internet with our parking which didn’t make it any cheaper because they insisted on charging us for our entire stay instead of simply the days we used the internet. If I had known this in advance I wouldn’t have been so frustrated, but I received mixed messages from the front desk staff when I gave them the ok to bundle it with the parking. From what I was told when we signed up, we would only be charged the bundle rate for the days we used the internet. Upon checkout I was told the bundle price is for your entire stay.
The rooms are in dire need of an update. The carpet was dark, stained and damp. The curtains took some serious muscle to close (they jammed on the track). The windows were dirty. The bathroom was dated.
The lobby carpet was stained near the elevators (very noticeable). The elevators were old, clunky, and the paneling / mirror was pulled out in one or more of them (seemed a repair or replacement was never completed). A room in our hallway had a tray of dirty dishes sitting outside the door for over 12 hours. We saw housekeeping in the hallway during the 12 hours and figured they would pick it up, but they didn’t.
Upon check out we saw an “honor bar” charge and asked what that was for (we hadn’t touched the bar). We were told it was for the bottled water in the room. There are 2 bottles of water left in your room. Be aware that one of them is complementary and the other is charged. We merely looked at the label on one bottle and saw “complementary” and assumed they were both free, even though the 2 labels SAID different things but LOOKED exactly the same. It was a small charge but the principle of the thing bothered us. It seemed sneaky to have the labeling look so similar. Our own fault for not reading both labels but I don’t make a habit of reading every label on every little thing they leave in the room, especially when the first label we read said “complementary.”
All in all, if we hadn’t been there for a friend’s wedding, there is no way we would have stayed through the duration of our reservation. We were pretty consistently disappointed with our experience. This hotel is not worth the price tag until it does some serious updates to the rooms and improves the internet speed. I’m staying in a lower quality hotel right now for much less, with high speed internet, free parking, a fridge, microwave, etc. It seems the more you pay the less you get.
July 4, 2012
Rated 5 out of 5 by Sande Excellent At Every Level
Sometimes you stay at a hotel and find some areas not at a 100% level, The Westin South South Coast Plaza is a hotel that when there is some issue wrong, it is addressed and taken care of immediately. I stay at this hotel on a weekly basis and want you to know that from the people who open the front door for for you when you arrive, the front desk agents, (Ksenia and Nadine) the Manager's like Patrick, Lead Front Desk agent, Tri,the Director of Sales, and Trisha in Sales, this is a team whose main focus is the well being of each guest. Don't waste time reading reviews about this hotel unless you focus on the hotel and the people. A GREAT HOTEL AT EVERY LEVEL!!!!!!
November 15, 2013
Rated 5 out of 5 by Lee4Jane Only place we stay in Orange County
We usually visit Orange County twice a year for a week each time and always stay at the Westin South Coast. The staff is always helpful and attentive from the front desk to the bell desk to the valets to housekeeping. The Junior Suites are perfect for us with plenty of room if our California children and grandchildren want to hang out for a while.
The rooms are spacious and clean, the beds are very comfortable, and the hotel staff is always quick to accommodate any special needs. Nana in the front office did an excellent job of answering some questions prior to this past visit and made sure that we had a pleasant stay.
They have a very nice gym and pool and the best shopping mall in Southern California is across the street. There are several excellent restaurants within walking distance in addition to the fine restaurant at the hotel.
We don't even consider staying anywhere else.
April 23, 2014
Rated 3 out of 5 by hh626 Stay
When I checked in there was a new employee servicing me. I had requested a refrigerator on the phone when I made my reservation. When I had asked at check in she had to request again. Once in my room I waited at least 30 minutes and nothing was delivered. I called the service express line and they explained to me that they was again no request for a refrigerator . After my first night stay I woke up with 3 HUGE bug bites. After each night I would at least wake up with 2 more. I am not sure if every room is pet friendly but it certainly had a cleanliness issue to receive that many bites in a 4 night stay. Also, was pretty disappointed there was not a jacuzzi on the premises.
July 15, 2013
Rated 5 out of 5 by Kena123 Great Staff
The staff greeted us with smiles and all who we encountered were very helpful and nice. The facility was having some work done in the courtyard so it was a bit noisy with the jack hammers going but I guess there is not really a good time to do that. The only 2 minor issues were that I noticed was that the bath shower tile grout was dirty. and you can here the guests in the next room. Other than that all was good as are all of the Westin's we have stayed . Great location from huge mall across the street and only 20 minutes from Disneyland. We had room service for breakfast and it was delicious but a bit pricey.
December 28, 2012
Rated 4 out of 5 by Beth44 Weekend away
Lovely hotel in a great location. The room was mainly very clean but not sure what was splattered all over our bathroom mirror. Not sure why the cleaning staff would have missed that either. Check in staff awesome, check out awesome, beds were comfy. Very annoyed by getting my final folio and then getting a new one saying I was being charged $4.17 for something from an Honor Bar? I used nothing extra nor ate anything extra so this put a sour note on what would have been a normally great experience. Too bad it had to end that way...Trying to reach the hotel to discuss. Overall would still recommend this hotel.
March 17, 2013
Rated 4 out of 5 by ConditionOne Great Westin hotel
Stayed at this hotel several times over the past 2 years. It's in a great location, right next to South Coast Plaza (with a connected walkway to the mall). Staff are always friendly and helpful.
Rooms are in excellent shape, and the gym has plenty of cardio equipment (but not much in the way of weights).
My only complaint about this property is it's non-existent SPG recognition. If you're an elite, just expect a room upgrade to one on a higher floor. From what I've heard, if you want a suite, you really have to push for it when checking in. But the standard rooms are nice enough that I don't really care.
October 29, 2011
Rated 3 out of 5 by Losey77 Never again
I will keep my review brief. We ordered a movie, it was cut off 15 minutes before the end, seems they had a hotel wide issue. Both nights I stayed there was a gathering of people outside yelling and carrying on in a drunken state. the second night at 12:30am, I called the FD and told them it needed to stop. 8 hours later, the morning of my check out I had already been charged for my stay and if I had any disputes then I would have had to deal with the front desk and having charges reversed on my card. Not to mention the "rain shower head" in the bathroom is ridiculously slow! Poor experience, never again!
January 22, 2013
Rated 4 out of 5 by Blau Great proximity to shopping
I stayed at the Westin in connection with a wedding that we were attending at the local OC performing arts center. I have always had an excellent experience at Westins, and this one was no exception. The hotel is located across the street from a high-end mall, which played a critical role when we were missing items and things needed to be purchased. The only complaint I have is with the Westin Workout Program. After requesting a pair of running shoes, it took over 1 hour for the shoes to be delivered to my room. While the shoes were brand new, the duration it took for them to be delivered is perplexing.
September 16, 2013
Rated 2 out of 5 by sad4Westin Great Bed...old room
Heavenly bed is great, but the room was old and dirty. 30 minutes for shower to drain. Stains on furniture and head board made the room feel dirty. Towel rack placed in front of sink made the bathroom difficult to even brush teeth. Used to be great hotel and have previously been happy.....now it is just old and sad. Staff was great!
April 18, 2014
Rated 5 out of 5 by globetrotters Great stay!
This was our second stay at this hotel and the best to date… we will return. From the time we entered the building until the time we left, the staff was very professional, courteous, and friendly. The door was opened and greeting given to everyone who entered/departed. Cooper, one of the bellhop/parking staff was amazingly attentive to every single person who went in and out of the door. (was waiting for car and observed) Check in & out by Jasmine, a lovely lady at the front desk was so very professional and the absolute best Platinum recognition to date. Impeccable, outstanding service. The hotel is right across the street from South Coast Plaza, a shopper's paradise and is connected with a bridge over the street. Starbucks in the lobby adjacent area as well as right through the door as you enter the Mall. Cannot comment on the hotel facilities (gym/pool) as we spent our time at South Coast. Someday when we return for a longer stay we shall enjoy the hotel's facilities as well.
April 19, 2014
Rated 4 out of 5 by SJC1227 Review
Overall it was a nice experience. I brought in and paid for a group of 6 for a meeting and there was zero appreciation for that which was disappointing and I am a SPG member. Other hotels will automatically upgrade me to a suite or show some gratitude but there was nothing "extra" done from the hotel. No overnight parking was comped either, it was just day parking so that was miscommunicated as well.
April 12, 2014
Rated 4 out of 5 by Adonis247 Home away from home
This is literally my 2nd home. At a point I believe I spent more time here than my actual house. The staff is fantastic here, great customer service especially from April, Leo, Joe, Michael to name a few.
I regard them as family because they go out of their way to make sure I enjoy my stay. I think they helped turn me into a Diva! hehe
The rooms are very clean and comfortable. My only gripe is about the facilities, needs updates (I heard they are in process of doing just that).
I highly recommend this hotel, and I'm sure I will be spending at least another 100-150 nights there this year.
March 28, 2012
Rated 5 out of 5 by AlanB South Coast Westin rocks!
I stay at this hotel every Dec. for an annual conference, and always look forward to coming here; this year was no exception, and again I was not disappointed! The staff is terrific; Bellman Doug even knew my (unusual) last name and called me by it, though he last saw me a year ago! Front Desk Rep. Vickie helped me with several requests, over a few days, and could not have been more pleasant, helpful or respectful. Kianna in the bar was also quite nice and helpful, as was Bellman Tom. They're all a great credit to the Starwood Group and Westin! The hotel was sparkling clean and in excellent shape, especially in time for the holidays! Highly recommended if you're visiting the Costa Mesa area of Orange County!
December 10, 2013
Rated 4 out of 5 by YCT0827 Weird Online Reservation System
I booked the hotel on April 7 and found a better rate on April 15. I cancelled my old reservation and booked a new reservation on April 15. I got a confirmation email from Westin South Coast April 17 to confirm the reservation and my suite upgrade. When we arrived April 20, the front desk told me the reservation was cancelled. The staff quickly found a room for us with double beds (not King bed as i requested). I was deeply disturbed the fact that with a confirmation email my reservation was still cancelled somehow. We were lucky that the hotel was still able to give us a room. Imagine if they didn't have any room available. It put a dent on our get-away. Now I'm questioning every time I make a reservation online.
April 22, 2013
Rated 1 out of 5 by GHCAPNC Never again.....
A detailed review of the unsatisfactory issues was forwarded to Westin Hotels Headquarters. Suffice it here to note that I will never patronize another Westin property in any city. The service at this property was quite unsatisfactory.
March 17, 2013
Rated 2 out of 5 by Upset325 This hotel does NOT have great features
Considering the lofty price I had to pay for the room and then have to pay an internet fee, I was not pleased that I could not use that 24 hour connection I paid for in the meeting rooms. Also, w e had very short breaks and were using the restrooms in the Restaurant which was next to our meeting room. I guess we assumed that being paying guests of the hotel, we could use the facilities anywhere. SIlly us! They locked us out, so we had to go over to the other side of the hotel, not a short walk, to relieve ourselves, which took up most of our breaks. Not a happy camper.
March 1, 2013