Rated 1 out of 5 by rymu Pure Disappointment
To whom it may concern:
My girlfriend and I just returned from a weekend in Kansas City, MO where we along with over Fifty of my family members stayed at the Westin Hotel to celebrate my cousins wedding. The weekend was great other than the entire experience of booking and staying at the Westin.
I was excited to hear that my cousin had decided that Westin would be the hotel of choice for herself, her wedding party and guests of wedding. My intentions were to make a Single phone call to reserve one room for two nights the 24th and 25th and then to have a room upon my arrival that was clean, peaceful and a place to relax after the 600 miles of travel to get there. Nothing could be further from the truth.
My first phone call was made on May 29th to reserve the room. I asked a few questions that the person I spoke with was unable to answer such as... was a breakfast included, was parking included and was there a hot tub. The person assured me that someone from the Westin Kansas City Crown Center would call me with the answers to those questions. I never got that phone call. After a few weeks (July 16) while talking to my girlfriend she asked if there was a hot tub which is all she was adamant about making sure of. I then took the time to call a second time to ask my same few questions. During this phone call I learned that I did not have a room for two nights but instead I only had it for one night (July 26th). The person I spoke to assured me that the issue had been corrected. At that time I had one room for both the 25th and the 26th of July. I was again told I would get a phone call regarding breakfast, parking, and if there was a hot tub. I never received a call and again my reservations for incorrect.
I in total called the number that was provided to me (816-474-440) a total of 7 times. Once on 5/29, twice on 6/16, twice on 6/17, twice on 7/23 and once on 7/24. I received 9 emails during that time that were ALL WRONG!! Some of the emails said I only had a room reserved for 7/25, some of the emails stated I only had a room for 7/26, One of the emails said I had a room both nights but they were at two different rates. The worst one was an email stating that I would check out at noon on 7/26 only to return at 3pm the same day to check into a second room. I was told on the phone that I had waited too long to get the same room both nights. Even though I had started this long process nearly 2 months prior to the dates I needed the room. I traveled over 600 miles not knowing if I would have a room when I got there or not.
As it turned out my brother showed up to the hotel a day before I did to check in using the reservations that he too had made months earlier for 2 rooms for him, his wife and their small children. Upon his arrival he was rudely told that he only had one room for 3 nights not 2 rooms for 3 nights. He was also told I had reserved 2 rooms for 2 nights. That HE had not reserved the rooms properly. My brother was able to correct the issue in person for the both of us. Once I arrived on 7/25 I was able to get my room without a problem. However it was only finally then that I was able to get some of my most basic questions answered. No there was not a breakfast included. No parking was not included in the price of the room. I was happy to hear that Yes there was a hot tub.
When we walked into room 635 we were instantly disappointed. There was a feminine hygiene product left in our trash can and there were a ton of grass clipping inside the room along the sliding glass door leading outside. After our long drive we did not feel like moving rooms nor did have we have time. We immediately left to visit with other out of town family. That night after a long day we were woken up every noise possible. The wind outside sounded like a tornado, every time the toilet above us flushed and sounded like it was going to land on us and each time a door opened on either side of our room it sounded like someone was walking into our room.
The second day we finally had our chance to make it down to the hot tub to relax before my cousins wedding. We were both really looking forward to this. Once we got to the hot tub we learned it was big enough for maybe 6 people if you sat close. We could not help but wonder how could a hotel with several hundred rooms only have a small hot tub. We sat and waited for 30 minutes hoping for a chance to soak in the hot tub, but there was a family that never left. So we gave up and went back to our room. We tried 2 other times to use the hot tub and each time the small little hot tub was full mostly with children splashing around in it like you would expect in a pool. The one thing we both had looked forward to, we never got to do.
I made a point to make a list of all the issues and talk to the lady at the front desk about my horrible experience during check out. She was pleasant to talk to and showed concern but she never offered anything more than an "I sorry".
I saved all 9 emails confirmations showing that my simple reservation was never correct along with pictures of the grass clippings in the room as a reminder of the entire disappointing experience. I had very high hopes for this past weekend but after all of this I can confidently say I will not be recommending any Westin hotel to friends or family.
July 28, 2014
Rated 5 out of 5 by JeanieJacks Comfortable and Convenient
Heavenly Beds, clean quiet and comfortable rooms, great sleeping environment, mini private balcony, fast elevators, friendly and polite staff, CrownCenter mall access from the hotel, luxurious decors (indoor waterfall), and waterfall shower heads in the bathrooms, nice towels, convenient full length mirrors in room, magnifier mirror in bathroom, celing to floor windows, quiet a/c -heaters, quiet rooms, great views, silent in room refrigerator, a complimentary bottled water and newspapers, onsite HERTZ car rental. Great central location, wi-fi access, great valet and bellhop service. All the amenities I desire for a top notch hotel.
June 5, 2014
Rated 3 out of 5 by BusTrav2012 Not what you'd expect from Westin
The hotel from the outside appeared fine. The lobby is undergoing major renovations which leads to large portions of it being closed off and loud noises if you chose to dine in the Brasserie Restaurant. The food at the Brasserie is only okay. The hash browns at breakfast were undercooked, while the omelet was burned. The room itself was fine. I had booked a king bed but the room was two doubles. That happens, so I was okay with it. The room wasn't clean though. There was trash on the floor between the beds, near the television, and even in the bathroom. It was a disappointing stay compared to what you expect from a Westin property.
December 20, 2012
Rated 2 out of 5 by dgutting Westin Crown Center--the Club Lounge needs help
I stay at the Westin Crown Center frequently--I've had probably 30 stays already this year.
It's generally a good hotel, but of late it has fallen down hugely in one area. The Club Lounge--at least during breakfast--is just terrible.
For a long time, the lounge had been staffed by a delightful young lady named Erica. She was both friendly and extremely competent. The lounge is no luxury destination, it's just a nice practical place to be able to go. And Erica made it extra pleasant.
The new person--who never cracks a smiler or bothers to get to know anyone--is a huge letdown. Not only is she unfriendly, she's not on top of things. On this last visit, I came into the lounge to find her sending text messages on her iPhone when the room was buzzing with people. They were out of coffee, and there were no bowls for oatmeal or cereal. i brought it to her attention and she said she would "need to go downstairs" to get some. They never materialized and I just ate something else instead. The refrigerator had no orange juice. While buzzing around (because she hadn't kept up with things) she spilled food on the floor that the guests had to maneuver around.
This was my worst experience--but on many other occasions since this young woman started service has been sub-par--and she is always unfriendly. I don't understand why she has not been replaced.
On the other hand, the parking staff and doormen at the hotel are fabulous. Always friendly and they go out of their way to get to know you.
The other negative point: this hotel has the worst Internet service of any hotel I stay at. I get if for free because I'm Platinum--but the fact that they charge $9.95 a day for it is an outrage. And their staff is useless trying to improve it. I've called plenty of times to no avail. They obviously have a bad system that needs replacement. Someone needs to shake the bushes on this.
August 26, 2012
Rated 2 out of 5 by Sketchy Not as heavenly as I expected
The room was very large and had great big windows that let in lots of natural light. The coloring of the room was a soft pale blue and very soothing.
On the surface the room was clean and looked like a typical Westin facility. There were a few problems with the ceiling, basically some of the popcorn was tearing away with pieces hanging.
The towels and linens were the downfall. Not up to the Westin standard at all. In fact I left one hand towel with the front desk and advised them that they inform housekeeping to begin using it as a rag - it was torn and frayed. The sheets were a bit rough and not the heavenly silky sheets I have come to love at Starwood properties.
July 16, 2014
Rated 3 out of 5 by TravellingFool Great location but overall not as nice as online.
The location of the hotel was fantastic for visiting Legoland. The rooms were nice, I really thought it would be more luxurious. I was highly disappointed that almost all the amneties listed online were by request only. The bathroom was very spacious, but the sink had a large crack which was unsightly. When opening the curtains to enjoy the 16th floor view, the windows were dirty and streaky. I also was surprised at the amount of traffic and siren noise that could be heard. The bed was very comfy but the linens were obviously well worn. Overall I felt that the price paid was for the hotels location, not for how nice the room was.
May 9, 2012
Rated 4 out of 5 by KSRon Not what I had hoped for.
My party and I arrived shortly after 4:30pm on Friday, April 29, 2013, As there was also a bus load checking in just ahead of us, one of the desk staff opened another register and pulled us to him to register. He found no trouble finding our reservations, however, one of the reservations had been changed by me, weeks ahead of this date from a king room to a double queen handicap room. His service was excellent. He did manage to put us on the 16th floor, in the Preferred Guest Rooms and had my son in the room (1602) next to us (1601) as requested. The room we got was a double handicap room, however, the double was not queen size beds. With out daughter sleeping in one bed, I tried to sleep with my wife. My wife is recovering from a severe stroke and her right side is not yet returned to normal and is for the most part very sensitive and unusable. With the two of us in a double bed, there was no way not to touch her just laying flat on my back. There simply was no room. So both nights, I ended up sleeping on the floor. Which was not as comfortable as the bed. However, in that the air conditioner was not properly working, and with the "balcony" door open the 1 1/2 inch it would open, it was much cooler. The thermostat read 76 degrees and I attempted to adjust it to a lower temperature even setting it as low as 60, 50, and 40 degrees, but it made no difference. Still it was too warm in our room. My son reported to me that it was the same in their room.
My daughter went to take a shower on Friday night and afterward asked me if I had noticed the sand in the tub. I told her that maybe it was just grout from the walls. She said that it look like more than that. Then on Saturday night, I could hear the water running in our son's room 1602, and while I was in there, evidently his wife pulled the plug in their tub making gurgling noises in our tub, and their drain water started coming up the drain into our tub. There was enough water that came through to completely cover the bottom of our tub. As this did not happen until Saturday night late, and I had to be up and out early, I did not have a chance to report this to the front desk until I checked out Sunday morning. The checkout clerk, apologized and comped both our parking, and our Saturday morning breakfast for our group, which was considerable. While I think this was just a fluke, I would recommend the hotel to anyone without reservation.
April 2, 2013
Rated 5 out of 5 by avis88 cleanliness of bathroom
I was surprised to see a ring in the toilet bowl. This was probably because the bowl is not brushed and cleaned daily.
October 13, 2014
Rated 5 out of 5 by Mia2014 Wonderful Staff
From the moment they opened the cab door to let us out, the staff was wonderful. The front desk agent that checked us in was warm, friendly, knowledgeable and just plain fabulous. She helped us out on various ocasions to find different places to go and how to get there. The older gentleman that took our bags up to the room was so sweet and he gave us a mini-tutorial about the city as we looked out the window. Sweet as he could be! Restaurant staff, Front Desk, Bell, Concierge...all were fabulous. The location is also great as it close to so many things. Our room was clean and the bed was oh so comfortable. I would totally recommend a stay at this property!!!
April 21, 2014
Rated 2 out of 5 by Dee13 Doable Improvements
I first want to commend the staff at the "Brassiere" bar. They were first rate in customer service. If only all service industry personnel worked with their philosophy.
Housekeeping was another issue. I attended the Heart of America event. My room had left over shampoo in the shower stall. My first day there, I had to call several times to get my room cleaned. They never took away dirty glasses or plates. The last day on Saturday, Aug. 9th, housekeeping just never showed up.
I have been coming to this event the past 8 years and this is the first time I experienced this.
Overall, the Hotel and facilities are lovely. I would recommend it only with a warning about housekeeping laxity.
August 11, 2014
Rated 4 out of 5 by MikeDC Great Value for the Wedding Group
Overall, our stay was very good. The Crown Center location was outstanding. Our room had a great view of the Crown Center Christmas tree, ice terrace, and Legoland. The lobby was being renovated, so it was not much to look at. My only complaint would be housekeeping because of several small things: the coffee maker had the previous occupants coffee grounds in it, I found a couple pieces of food on the floor from a previous occupant, they unplugged the TV (which maintenane quickly diagnosed and fixed) during a cleaning, and they accidently turned on my alarm for midnight during one of the cleanings (makes for a rude awakening).
December 29, 2012
Rated 4 out of 5 by kansascity592589 Bad View
The hotel was exceptional with one huge exception. Staying for a romantic evening on Crowne Center, in the heart of Kansas City, I assumed that a corner room with a view would provide just that...an exceptional view. Unfortunately, the seventh floor corner view that we received, offered a rooftop of gravel on one side and what appeared to be a maintenance courtyard on the other. We opened the drapes when we arrived, and then immediately shut them...never to be opened again for the rest of our stay. The staff was exceptional meeting our needs though. The atrium and public areas were beautiful and offered a well-balanced decor.
January 13, 2012
Rated 1 out of 5 by hotelcritic hotelier
i have been in the hotel business for 38 years this is the dirtiest hotel i have ever been in. Asked for housekeeping to come 8 times thru the Management and it still did not happen upon check - out the Management was very polite but not effective in following up. hallway carpet was stained, and dirty. Writing in Banquet ballroom restroom, the elevators were filthy,Rooms dusty and no detail cleaning has been done. I heard from about 20 others that stated the same issues. it's shows that Management does not walk the property and it is a shame as this hotel was tops in it's day. I would never recomend this Starwood property to anyone. Mangement should be a shame.
October 1, 2012
Rated 5 out of 5 by LauraL Wonderful Family Stay at the Westin!
We were visiting Kansas City for the weekend and chose the Westin because of it's proximity to the shops and restaurants and what a wonderful experience it was for us our kids. Joe checked us in and upgraded us to a lovely suite with a tremenous view of Union Station. Lori was wonderful to our kids and treated them to kids packs and free kids breakfast. The staff at the Brassiere were fantastic and breakfast was wonderful. Clean rooms, great service, friendly staff - you exceeded our expectations. We spent all of our time at the Union Station (so much to see and do there). Our family cannot wait to visit Kansas City again and we plan to stay at the Westin again.
March 25, 2014
Rated 4 out of 5 by Dennis123 3 night stay
The staff was great. Tall Tom is a great Door Man. The bar was good , would be great if they had the NFL channel so we could watch Thursday night football.breakfast Buffett is super. Valet parking was Awesome.The only challenge is the cold room. Day 1 , 10:30 room would not warm up above 66 degrees. Also had a burning smell. I called , no one came , went down 11 floors to the front desk who said they would notify them or move me to another room, which was not the best option. Finally it was fixed , everyday 3 days it was a fight to warm the room , the hallways were warmer. Would stay again because your people are super.
December 14, 2013
Rated 5 out of 5 by Jefferson40 A Must Stay in Kansas City
My wife and I celebrated our 40th year anniversary last weekend at the Westin Crown Center KC. We also celebrated our Honeymoon there 40 years ago. The hotel is perfectly placed to provide a wonderful stay in KC then and now. Recent upgrades have rekindled the first class expereince. The views from our Park Corner suite were breathtaking. The staff were ever so pleasant. The location close to downtown, Sprint Center, Bartle Hall, and Union station make your stay so enjoyable by having so many options. And finally having access the the Hall Crown Center shops, theaters, ice rink, lights and fountains, restaurants.....it is truly a home away from home with benefits...
March 11, 2014
Rated 2 out of 5 by Dave4321 Bad service
We stayed at the Westin Crown Center in K.C. last weekend. We purchased a special package that included champaigne and strawberries upon checkin. They asked us when we would like them delivered. After they were 45 minutes late we called and scheduled a new time.
Breakfast in bed was to be included. It was also 45 minutes late the next morning. Later that day, about 5:00 PM, we came back to our room to rest before preparing for dinner. Our room had not been made up. It was after 6:00 before anyone came to make up the room, so we settled for towels so we could get ready for dinner.
This was the third strike for us.
March 17, 2014
Rated 2 out of 5 by BobL27 Will not stay at this hotel again
I stayed here on a recent business trip. I was expecting a nice hotel given the SPG Brand and Westin name. This hotel is very dated and needs updating. The hotel was apparantley at 100% occupancy and I believe I was given a "garden suite". While this room was more spacious than typical rooms I booked and wanted a standard King. This "suite" was normally reserved with one of two adjoining bedrooms, however since the hotel was full I did not get one of those adjoining rooms. Instead I had to move a decent size couch and pull down a queen murphy bed. I don't consider this as a legitmate bed. I will not stay at this property again and will consider not staying at a SPG or Westin again.
July 1, 2014
Rated 5 out of 5 A Great Conference Venue
The Society for Military History, which I serve as president, held its 81st Annual Meeting at the Westin Kansas City at Crown center from April 3-6, 2014. I cannot begin to count the number of members who told me that this hotel was the best venue that the SMH has enjoyed in many a year. There was ample room for our 554 registrants and the 70-odd paper panels on our conference schedule. The food served at our awards banquet and our Saturday evening banquet was far superior to what we have received at other hotels around the USA. The staff proved to be courteous, competent, and reliable. I would recommend this hotel to the heads of other learned societies of my acquaintance.
April 7, 2014
Rated 5 out of 5 by Papadan Grandkids weekend
Our grandkids and family gathering experience was outstanding. The special rates offered made it so affordable. The corner king room had a magnificent view and the adjoining rooms full of my grandchildren made for a weekend full of family love and fun. Having restaurants, shops, pools, etc under one roof gave us a safe and enjoyable environment. We will definitely do this again, and I will encourage our friends to do the same thing. The reservation staff and front desk personnel were especially friendly and responsive to my needs. They made my family comfort feel important to them. Great job Westin Crown Center!
August 11, 2013
Rated 5 out of 5 by Ballroom Outstanding service and beautiful facility
I live in Kansas and I felt like I was staying in Beverly Hills. I only stayed there for a ballroom competition because I had to dance real early in the morning. I felt like I escaped like I was on an exotic vacation in the tropics. I only wished I had brought my swim suit as the upper level pool was so beautiful and looked like it was in FL. The landscaping and all the views were breathtaking. They even had tennis courts. The service was outstanding and they brought everything to my room that I needed for an emergency like needle and thread. The food was excellent. The only thing is it was a bit pricey for room service but they had a lot of unique healthy organic options.
August 12, 2013
Rated 3 out of 5 by warden12 Not a great experience
When we checked in just prior to 3pm we were told there wasn't a king bed available although I had reserved a king bed. She did find us a room with a king bed when I complained. When we got to the room we had time before our event to relax. The TV didn't work, wouldn't come one. When I tried to call the desk, the phone also did not work. I'm assuming they came sometime while we were at our reception and fixed the tv as it was on when we came in early Sunday morning. The pillows are horrible and the comforter is so heavy you can't move if it's over you.
August 25, 2014
Rated 2 out of 5 by FleetFox Nice hotel showing its age
Nice sized room with refrigerator and coffee maker. Carpet was badly stained in several places, one duvette was torn and there was blood on one sheet and spots on another. Walls are paper thin; rough if your neighbor does not have the common decency to exit the room to check out quietly early in the morning. Had a great deal of trouble explaining troubles to housekeepers (who spoke very little English). Worst problem, though was a construction fan that blew loudly several rooms away from us day and night. Glassed areas in lobby had numerous leaks during rainstorms. Even charge guests $5 for the fitness center!
September 6, 2012
Rated 5 out of 5 by Faith10 Nice alert friendly staff.
One of the things which really impressed me was that when i checked in, when I told the desk reception clerk that I was an SPG member, he told me that he had already looked me up and knew that. Also, we didn't agonize over how to spell my name which always creates difficulty in finding me in the computer. I was really impressed by just about everything in this particular hotel. While this stay was not for business, I travel for a living and stay in many hotels. As a result, I Christmas shop starting in January. I usually check out the hotel store as this is where I do a lot of shopping. Very nice store. My title sums of my feelings about this hotel: Nice alert friendly staff.
August 11, 2013
Rated 5 out of 5 by Sandy624 4th of July 2012
As usual the hotel stay was great. We had a small problem with the room temperature but the hotel staff provided a unique solution. The hotel staff was extremely accomodating in every way and showed a genuine concern that our stay was enjoyable. We travel with our dog and the housekeeping staff was willing to work with us in getting the room cleaned even though they were working in another wing of the floor. I could go on and on, but you get the idea. The hotel staff and the room quality, the wife especially likes the beds, made for a very enjoyable trip. Wh have never been disappointed staying at the Westin.
July 9, 2012
Rated 4 out of 5 by DeputyDawg Bring a GPS
Hotel layout seriously needs signs. Nice place but one can wander for hours trying to find a specific destination. Not many clear instructions as to how to find conference rooms, the Link which is a tube between hotels, and the lobby are just a few. Also, disappointed in a near $10 charge, per day, for in-room internet access. I've stayed all over the world and this is the highest i've found, especially for a moderately upscale facility. At this time the fee would hold me back from recommending to fellow travelers. Makes it seem a valid business tool is just a toy and a chance to fill out your bottom line.
February 25, 2013
Rated 3 out of 5 by OliverTwist Westin KC
Room was clean but door to balcony did not open. Nice and friendly check in. Coffee in room is nice. Lobby is nice. Bed sheets could be cleaner. Club room (corner suite) needs updating - esp bathroom. Not up to Westin standards. Club lounge not open on weekends. Staff at check did not advise of this. Restaurant food was good but waitress slow and forgot wine and spilled water. She had a bad night but tried to be friendly. Restaurant manager was very loud in carrying on personal telephone conversation from small side office with his family. Not appropriate language for the rest of us to hear. Also very rude to his waitress. Breakfast staff was good and food good. Had the eggs Benedict. Coffee from bar nice in a.m before conference. Good bus service to conference at Convention center. Decor in restaurant is very dated. Have to say that Sheraton looked more modern overall. This Westin felt like an airport Westin.
September 23, 2014
Rated 4 out of 5 by MZZF Recent stay not great
I have stayed at this hotel previously and had a great experience but this time was different. When I reached my room, there were no hangers in the closet, no remote control for the television, and the room was 62 degrees which was pretty disappointing after coming in from the outside of 10 degrees. I turned up the thermostat to 70 degrees hoping the room would warm up. It never did and I slept in my bathrobe to try and stay warm. I called maintenance the next morning and fortunately they were able to fix the problem. But it was a pretty cold night. I would have expected better quality control from Westin. The best part was the valet parking which worked like a well oiled machine.
December 9, 2013
Rated 3 out of 5 by Lien not very pleasant experience
Room is quite nice, considering prime location at Crown Center. Not very clean though, room has red stain on the carpet, and despite being told that we're staying extra night and informed front desk we keep getting knock by the housekeeping staff three times. Already informed the first crew of housekeeping that no need to clean only need water and towels but second and third person knocked and tried to open bolted door. It's a nuisance. Reprogrammed key given by front desk not opening correctly. One doesn't open the room door but give pool access. Other doesn't give pool access but open room? Weird. Also pool not very children friendly, can't even bring floatation device for kids?
August 8, 2012
Rated 4 out of 5 by Mrbizniss1 Great Stay
Overall I had a great stay. I was in town for a conference. I have a lot of experience traveling for business, especially for conferences. What I have found is either a hotel can handle the influx of people or their staff struggles. I would say the Westin did a great job. The only set back I had was that room service was not prepared, as they told me it would be and hour to hour and half if I wanted room service. So, tried the buffet and the food was too be desired. The staff in the restaraunt were very kind and attentive, but they were out of things and it could have been a little more fresh. It was a minimal setback in my stay and would definitely stay again. Beds are AMAZING!!!!
February 17, 2013