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 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 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 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 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
Rated 4 out of 5 by flyingdawg Great Location
This hotel is fairly new and in a great location. Lack of a room upgrade is frustrating. Hotel parking is prettry expensive, but there is limited, free overnight street parking.
August 27, 2012
Rated 3 out of 5 by Gemelli80 Still waiting
TV wasn't working. My co-worker had no hot water, and I requested my invoice by email. Two weeks later, I'm still waiting. And this is a gold member treatment.
April 12, 2012
Rated 1 out of 5 by jackson10 disappointing
This Westin is not up to the same standards as other Westin properties.
Beware, the deal one makes on the phone while booking is not honored at the hotel.
April 8, 2013
Rated 3 out of 5 by Rubin Staffing Shortages
It appeared from the moment we arrived that there were not enough staff on duty.
1 person at the front who appeared to be the Valet, Bellman, Concierge and Doorman.
2. Only one person at the front desk who was rushed
That evening we went to the lobby bar to enjoy a drink before dinner. There was no barman, he appeared after 20 minutes. no apology. Two other clients also waiting for refills. You are losing revenue as well as not fulfilling guest expectations from a $500.00 one night stay.
Both lunch and diner were nice experiences. Staff were great and the food was well prepared, fresh and interesting. The room was clean and well maintained.
February 18, 2013
Rated 4 out of 5 by SSSFO Very clean and comfortable rooms
Wonderful and pleasant stay. Nice comfortable room with great HVAC. Great hospitality staff. Nice restaurant with good food. Business center is quite adequate for travelers. Great value in many ways. Need upgrade to wi-fi as 250k up and down is too slow. Need a doorman to help. Dialing zero for operator will need to wait as they are always busy. Yes, short staff for a sell out hotel is not acceptable. No one at the front desk after hours. Depending on your video camera to watch your lobby makes me nervous. Prefers a less noisy vacuum in the hallway. Need HD on your flat screen TV. Golf channel will also help. I'll come back again every year.
February 4, 2013
Rated 4 out of 5 by Ron10 Elevator and room key
One of the elevators was not working properly, told staff, nothing done. Room key did not work staff did not apologize. Just a blank stare
January 21, 2013
Rated 4 out of 5 by Gina2012 Great Location
This is definitely a great location for Beale Street -- one block and also within walking distance of many attractions in Memphis.
September 24, 2012
Rated 4 out of 5 by Johnny44 A Danish experience
This Hotel is situated right in the heart of Memphis, walking distance to all the sights and close to the Mississippi River.
June 25, 2012
Rated 1 out of 5 by eighkrp1 Hotel needs better mgmt.
The room was very dirty, floors stained. the bed was the worst bed I've ever slept in a hotel, much less a Westin.
February 18, 2013
Rated 4 out of 5 by LA39 St. Jude Marathon Weekend
We really enjoyed our stay. Loved the location for both the St. Jude Half Marathon and Beale Street activities.
December 5, 2012
Rated 4 out of 5 Nice stay other than...
Our shower did not have hot water, though the sink and the tub got scalding hot.
December 21, 2012
Rated 4 out of 5 by Buster77 Beale Street
Great hotel..Just a few steps from Beale Street>>> Staying again this week
July 16, 2012
Rated 3 out of 5 by MicheleM2012 Not that bad, but not that great..
This is a below average Westin, but not quite as terrible as some others are writing. It definitely is showing it's age....I did not have an issue getting my room (but arrived after 8pm) however even though I asked, they didn't offer me an upgrade. Even worse, I was put into an accessible room on a low floor while others in my party without SPG status were in a regular room on a higher floor. Room service was late, and when I called down didn't get any response. HOWEVER I did tweet to @Westin and that did the trick.
Fitness center was good!
I'd stay here again if I have to come back to the area, but wouldn't recommend this hotel to others.
April 27, 2013
Rated 4 out of 5 by jimmy7 room
Nice big room very comfortable.
January 12, 2013
Rated 4 out of 5 by jobean8 Great Location
Toilet seat loose in room 529
January 13, 2013
Rated 2 out of 5 by Walker03 Rude Workers
My husband and I and our two daughters stayed here and after driving 4 hrs all you want to do is check in and take a bathe and relax. Well that was not the case with this stay. We arrived at the hotel and I get out to go check in,this valet guy tells us in a rude way you need to move your car, we normally use the valet service but after him being rude we choose not to. There was no greeting or nothing. As I was walking to the front desk the same valet guy told the front desk person I sure hope she moved her car, then as he saw my husband his whole attitude changed. To say the less I was already not impressed with this hotel. I chose to cut our stay short. We only stayed for one night and left.
The next morning my husband called down to the front to get information about their breakfast menu because there was not one in our room. The front desk told him you can just eat in the full restaurant that's downstairs. Well if that is the case we can walk to Starbucks and eat breakfast there. We wanted to eat in our room because the kids was still sleep and we knew by the time we ordered the food and it arrived our kids will be up and ready to eat. Well Starbucks got our money for breakfast.
We choose this hotel because it was a central location for us and the things that we had planned for the weekend. The room was clean and beyond comfortable.
September 25, 2012
Rated 2 out of 5 by TJZALA Someone needs to manage by walking around.
I have always thought that the Starwood hotels are a cut above and I still do. However, someone needs to visit the Westin in Memphis. The following is a list of less than "Starwood Standards."
1. I was not greeted by my name nor was I thanked for being a starwood menber at the time of my check in.
2. When we got into the room the lavatory back-up the first time it was used. The engineering department arrived shortly and cleared the backup; however it still did not function properly the rest of our visit. There was only one package of coffee in the room. Housekeeping did bring more coffee, however in the morning we discovered there was no sweetener or creamer. I had to leave the room and go to the restaurant to receive both.
3. I had also told the front desk that the trash can next to the elevators on our floor was overflowing. The whole time we stayed there, the trash can was never emptied.
The air unit did not function properly which we didn't discover until in the middle of the night.
All of this was told to the front desk staff at our time of checkout and the manager on duty did apologize and offer to give me some extra Starwood points. However I feel that almost everything that was not up to Starwood standards coud have been caught by someone just walking around the property and checking up behind housekeeping and the engineering department.
I say all of this because I would want someone to tell me the same thing about my company if they had a bad experience.
June 3, 2013
Rated 2 out of 5 Hotel needs to revisit customer needs & expectations
The hotel room when we arrived was very nice. But the next morning, we found no cream/sugar for the coffee, and when we went to call room service about this, we found the phone had no dial tone.
The shower floor was very white and gritty, and did not drain properly, holding a great deal of water when showering.
Upon checkout, our credit card was given a $100 hold for "incidentals" - when I called 2 days later to see when it would be lifted I was told it would be between 5-7 days. When I asked why, I was told "I don't know" - Rule one of customer service - NEVER say "I don't know".
I expected much more from a hotel of the caliber.
November 12, 2012
Rated 2 out of 5 by gday323 With other choices, why choose this one?
I'll start at pulling up to the hotel - they really wanted you to valet your car. I mean really. That was the only parking they had. No drop zone or anything. I expected to pay for parking. I have stayed in downtown Memphis many times. But I prefer to save $10 or so and park around the corner myself. Secondly, check-in was a nightmare. They had one person checking in the non-rewards members and one checking in the rewards member (singular). We waited in line for probably 20-30 minutes waiting to get checked in while the other staff member walked away after checking in the rewards member. I requested a refrigerator in my room the day before check-in, and they said that it would be in my room. It was not. I called about it, and they said it would be right up. It was not. They called me back to check if I had gotten it, which was nice, and I told them that I had not. They appologized and said it would be right up. I got a call about an hour later, and they said they had run out of refrigerators. They offered me the use of their staff refrigerator, which I guess is nice in a weird "walk through the restaurant kitchen to get to the bathroom" sort of way. I declined, and they said I could clear out the minibar fridge and use it. That was fine (though it had no freezer, which I needed), but then I got charged for items removed. I got the charges removed after telling the front desk clerk what happened and being asked if "I was sure I didn't eat or drink anything". Yes I am sure. And if I was lying, why would I fess up then? After 10 unnecessary minutes, I was on my way. The room was fine. Big orange stain in the middle of the floor and on the wall. But other than that, it was clean. There is a comperable hotel around the corner which is always clean and comfortable, so next time I'll stay there.
October 2, 2012
Rated 2 out of 5 by JMM1013 Not impressed
Booked two king rooms. Got to hotel, had to get luggage cart ourselves, given two queen bed rooms, desk said to check tomorrow since the kings were sold out. Checked the next day and the desk could care less and said they were overbooked so we could not get rooms with a king bed. Offered to get manager but told us it would do no good. Room service slow X2 days because the kitchen was backed up. One morning took 45 minutes. We were not impressed with the limited room service menu. Ordered a parfait from the afternoon menu. Kitchen staff didn't call back to tell us they were out just sent the rest of our order and mentioned it then.
October 14, 2013
Rated 4 out of 5 by craigd1958 Great except for
My stay was really good except for one thing, when I stayed there you gave me an option for either extra points or 2 free drink coupons because of my status with starwood. I chose the 2 free drink coupons. My associate ordered me a cab and he got a mixed drink. I was on the phone at the time and looked up and he had a credit card out and I said what you are you doing, he said paying for the portion that the coupon doesn't cover. He said the cab was 18.00 and his mixed drink was 20.00. I have stayed at some very upscale places in my life. I have never paid over 12.00 for a drink anywhere. I will remember never to order anything to drink at your hotel again.
October 19, 2013