The Westin La Paloma Resort & Spa

  • 3800 East Sunrise Drive
  • Tucson,
  • Arizona
  • 85718
  • Estados Unidos
  • Mapa

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Rated 4.1 out of 5 by 239 reviewers.
Rated 1 out of 5 by Much less than i expected We arrived at 7:45 pm and was told our room was not ready. After driving 2 hours with 3 small children and given the time of night I found that to be unacceptable. The staff was nice as they could be saying they are just really busy this weekend and therefore housekeeping is behind. I told them we also have some friends that are about 15 min. behind me with a baby and they also need a room when they arrive. Finally a Mgr came out to talk and he to explained the problem with being behind. I reminded him it is now 8pm and there really isn't any excuse why my room is not ready. He resolved the problem by giving us the "model" room which over looked the golf course saying it is an upgraded room and there would not be a charged for the upgrade. Really!?? I told him our friends can stay with us until their room is available. The bellmen escorted us to our room telling us about all the recent renovations and the upgrades in the rooms and that we should really enjoy our visit. I was happy when we arrived to the room. It was beautifully decorated. We couldn't see the "upgraded" view since it was dark out but I will assume it is also beautiful. Meanwhile my friends arrive to our room waiting for their room to be cleaned. After about 10 min in our room I notice the bottom of my 3 kids feet and the bottom my friends 9 month old baby's hands and the top of his feet are black. I couldn't figure out what that was from. We started to clean the newly tiled floor to only find out the dirty black feet and hands are from the dirty tiled floor! So we clean their feet and hands and make them sit in the living room area while we clean the tiled floor. Before I could say, "okay we are good now." I noticed their feet and hands are black again! So I took a white wash cloth and rubbed it on the carpet and the carpet was just as dirty as the tiled floor! So gross! I'm wondering what's on my sheets and the blankets that I cannot see. I thought, I don't like to complain, since the Mgr upgraded our room and all but this is unacceptable! So I went to the reception desk and explained the situation. She crinkled her nose and said she was sorry and would have someone up there to clean it. So we stayed with our friends in their room while they cleaned ours. The next morning I checked the floor and it wasn't any better. The carpet and the tile needs to be professionally cleaned. Since they didn't have double beds which we requested we got a king bed and two roll away beds leaving my husband and I to shared our bed with one of my kids. Didn't notice until the next morning when my kids told me they were cold the night before is when I realized they didn't give us blankets for the roll away beds, only sheets. Also no regular coffee, only decaf at our coffee station. So, I guess that's enough complaining. We stayed at this same resort 3 years ago and was so great I didn't think twice about having another stay-vacation here. I was really disappointed and will have to think twice before staying at this resort again. Thanks for reading and hopefully having this information will only help so others looking to relax wont have to deal with so much inconvenience. June 18, 2013
Rated 2 out of 5 Bob We were told to come at noon to check in, Took 20 min or so to check in! We went to our room, changed into bathing suit and went to pool! Absolutely no place to sit. Everything was full.My wife and I had to sit on rocks to have a drink and eat something. Way overbooked. Bad experience!! Never was able to sit by the pool so we went back to our room! They were to have fireworks but only recorded music and a little laser lights for 15 to 20 min. We were there for the 4th of July several years ago and we had a great time. How can a place go down hill so fast in a few years? We told this guy who helped load our luggage about our stay and he replied " maybe you should have come a week before or a week after the fourth"! Will never stay there again, especially during the fourth of July! July 6, 2013
Rated 2 out of 5 by Disappointing A beautiful resort, but...We were offered the option of a better view or to be closer to conference rooms. We chose the view and were assigned to room 459-F, a ground floor room where our patio looked out into the underbrush. There was a very limited view of a main road and traffic. Looking to the right of our patio was some sort of an animal trap. This would have been much more acceptable had we not been offered a room with a "better" view. The rooms were nice enough, but Housekeeping was very disappointing. The ice bucket and dirty glasses were left unaddressed one day, facial tissues were left empty, and our toiletries weren't replenished the same day. We were left to squeeze two thin soap bars together. It seemed petty to call and ask for soap, so we made do with what we had. The kicker though was my first shower. The wand was pointed toward the shower door so when it was turned on it drenched me, the toilet and that corner of the bathroom. Disappointing to say the least. March 14, 2014
Rated 2 out of 5 by Not feeling well rested or well cared for After booking 3 months in advance, making phone calls, and e-mailing, my requests were not met. It was a mother/daughter long weekend getaway that was meant to feel special and La Paloma did not make it memorable. Our sofabed was not made up when we arrived after midnight, one of our two toilets never did flush properly, the noise from upstairs was ridiculous, room service was slow and food ordered was not available. February 18, 2014
Rated 2 out of 5 by Unfriendly staff and hidden charges We had been here 15 years ago. Hotel has been renovated, but staff needs customer service training. Very unfriendly. Sunday brunch price was exorbitant so we didn't eat one more meal at hotel. Resort fees and taxes add over $50 per night. Fitness facility is lacking. Wouldn't stay here again. March 13, 2014
Rated 5 out of 5 by An oasis in the desert I have had the privledge of staying at your facility on business in 2004 and 2009. I was asked to be a guest speaker for two clients of mine and present research data to them. Coming from Wisconsin and staying in Arizona is quite a shock in February and March! While on business, there is rarely enough time to soak up the outside atmosphere except for walking outside to and from meetings, but you do get enough to want to return. As a result, my wife and I decided to come here for our first family vacation. We have a farming business and as a result are not able to leave our farm very often. Also, with five children, ages 5 to 15, it keeps us busy. So, when we began to plan for a trip, the choice to stay at the Westin-Tuscon was obvious. We had a very enjoyable time, the children loved the pool, room service of course!, and breakfast looking at the mountains. Thank you for a top-notch facility and awesome employees. February 27, 2014
Rated 5 out of 5 by Perfect Place for A Girls Weekend We were so excited to be able to get away from the cold and La Paloma provided the perfect place to escape the cold. The resort was beautiful and had everything you could need for a girls weekend, from the Spa to the pool there were zero let downs on this trip. The staff was friendly and everything was perfect. I would recommend this hotel to all of my friends. February 25, 2014
Rated 5 out of 5 by reSTURANT terrible the FOOD IN THE restaurant was TERRIBLE what A SHAME GREAT VERY LOVELY SETTING TERRIBLE FOOD WAIT STAFF NEEDS MORE TRAINING AND HELP March 20, 2014
Rated 5 out of 5 by Beautiful resort, great staff I stayed at this resort recently for close to three weeks. I was traveling for work and regrettably unable to fully enjoy the resort. The grounds are beautiful, rooms are great (very spa-like) and the staff was incredibly kind and helpful. March 12, 2014
Rated 2 out of 5 by Understaffed We come to Tucson every year and thought we would try the La Paloma. From the moment we arrived in Tucson the La Paloma under performed, we called from the car rental at the airport twice and no answer (this is unaaceptable for a property this large not to have an operator that can accomodate phone calls). The people in front of us at the car rental were also staying and said they could not reach hotel by phone either. Upon arrival the front desk was understaffed, unaccomodating and unhelpful explaining the expansive layout. When we got to our room it was at the farthest point of the property, we asked if we could be moved and they informed us nothing was available. The hotel was not full! Tried the health center and steam broken, used the spa nothing worked correctly. Lamp not working in room. The property is just too spread out, the staff is not friendly. Would not reccommend to anyone. February 7, 2014
Rated 4 out of 5 by Staff The hotel is gorgeous but customer service needs to be addressed. We signed up for the "green" program. While we never expected fresh linens or towels, it would have been nice to have the trash cans emptied, more coffee, soap, etc. We called housekeeping but no one ever responded. Customer service was also lacking in Azul. Mgr always had a scrowl on his face, bkfast took way too long, and service in general was just lacking. Sad for what we paid and for such a nice hotel. August 12, 2013
Rated 5 out of 5 by The remodeled rooms were well done My wife and I were traveling with my mother in law so we had adjoining rooms. This worked out very well. We liked the remolded rooms, the color combinations and the furniture went well together. The hotel staff were professional: Juanita who took care of our rooms, and Arron who set up our reservations help made our trip enjoyable This is our fifth or six stay at The La Paloma we enjoy the grounds, Sabino Canyon and Mt Lemon, along with other attractions in Tucson. August 26, 2013
Rated 3 out of 5 by Disappointed The parking was terrible. You could not get to the valet to even drop your car off and every lot of the self parking was full. We called the front desk while driving around looking for a parking spot to inquire if there was another lot and the girl at the desk was rude, condescending and did not care. We have stayed at this hotel several times and this will be the last. Also, for a hotel this size, I would expect to have more than one restaurant to choose from. August 20, 2013
Rated 4 out of 5 by Stay Experience Upon arriving in my room there was a terrible smell, reported to front desk and immediately (while I was out to dinner) staff tried to get rid of the smell. Upon returning the smell was still there now masked by a terrible medicine smell. Once reported staff immediately had someone at my door with new room keys and were willing to carry my luggage to another room. Restaurant was fairly pricey, food was excellent and, service was even better than the food!! September 9, 2013
Rated 4 out of 5 Great experience but a few missteps... Overall, our stay (three nights) was excellent. However, there were a few missteps. 1) Housekeeping missed us on our second day; 2) We had been promised something special because it was our wedding anniversary. Nothing happened; 3) Breakfast was slow in coming one day because they ran out of bagels; and 4) Why on earth does the chef at Azul offer French onion soup (grattiné no less) in 105F temperature? What about a cold summer soup as a choice for dinner? June 21, 2013
Rated 4 out of 5 by Great stay and relaxing Everything was great except I didn't get to check in until right at 4:00 I was hoping to get in the pool and enjoy it a little earlier,the young lady who helped me upgraded my room or view she could tell I was frustrated very polite very helpful and friendly, more than I can say about the manager who said he would call when my room was ready and did not the young lady got me right in ,wish I could of spent more time in the pool but overall great stay. August 6, 2013
Rated 4 out of 5 by No upgrade, again. Great property with a nice rennovation, however as a Platinum guest, for the 6th consecutive stay, I did not get an upgrade. I even requested a suite upgrade using one of my 10 "confirmed upgrade certificates" only to be shut out. Ten years ago, upgrades were given out at will, however this practice has stopped. There are other fine resort offerings in Tucson, which we will opt to in the future. January 21, 2014
Rated 4 out of 5 by Girls weekend The staff for the most part are very attentive and eager to take care of everything you might need. The only area that could use better attention to detail is the wait service at the Azul Lounge. We had to wait 30 minutes at one point for someone to take our order, and that was after two other staff had already checked in with us three previous times to send someone over. The new menu at Azul restaurant was a disappointment with very few selections. August 19, 2013
Rated 5 out of 5 by Location I was very impressed with the landscaping and cleanliness of the resort. The rooms were very nice and maintained. Did not get a chance to use the pool area but it looked very impressive as well. March 7, 2014
Rated 3 out of 5 by Fair Lovely property but lots of problems. We did not get a room until almost 5 pm. We were given a summer savings coupon book that was not recognized by the staff at any of the venues it applied to ie the restaurant, bar and deli did not know what it was or how to discount it. The pool was slammed with people, no one picked up towels or trash. We asked for a late check out citing Weston's save our Monday program and the front desk had never heard of it. June 24, 2013
Rated 3 out of 5 by Staff slightly lacking front desk not at all knowledgeable of near by restaurants. Checked in at front desk and was told I would be called when rm was avail. Was NOT told I would have to show ID again when front desk called me.. While we waited we put all our things in the car to include ID. When the front desk called I went to get to rm key and was told I needed to show my ID again. I then had to go all the way back to my car. This was a problem for me as I am handicap. August 1, 2013
Rated 5 out of 5 by Perfect Example of Resort Beauty & Hospitality Scenic Beauty: First let me say that the $35 million spent on renovation has only served to make this splendid resort all the more beautiful with its majestic backdrop of the mesmerizing Santa Catalina mountains! The resort's golf, tennis, swimming pools, kids programs & great restaurants make this the perfect location! Customer Service: This resort is the epitome of outstanding customer service. Example: One evening my wife, children & grandchildren had a wonderful dinner in the resort's restaurant. One child had to have a gluten-free meal which was no problem. After dinner we asked the server (Sienna) if we could have dessert out in the fire pit with fountain/ lounging area. She said she'd be glad to serve us out there. Soon the dessert was delivered to this cozy area. In addition, moments later Mr. Rick Geritz, Asst Mgr of Food & Beverage, delivered marshmallows, graham crackers half dipped in chocolate, linen napkins and forks to make smores over the fire. How wonderful! Somehow he even knew we had one gluten-free child who couldn't eat the graham crackers so he brought her a cut-up Snickers bar with toothpicks in the chunks so she could enjoy the experience as well. Kudos to Sienna, the chef and Mr. Geritz. This attention to detail in going way above and beyond the call of duty, makes this a very special place for us! A big thank you to all the kind and attentive staff at The Westin LaPaloma, including Judy in their Express Service Dept. -- for making this stay so enjoyable!!! March 23, 2014
Rated 3 out of 5 by Stayed for a conference The hotel is beautiful, has beautiful grounds and a very comfortable room. The day of my last night at the hotel, no one came to clean my room. I mentioned it to the front desk and they gave me a $5 voucher to Starbucks. I was staying at the hotel to attend a conference also at the hotel. During this time when over 800 people were there for a conference there was a women's bathroom closed due to construction. I thought this was poor planning. June 28, 2013
Rated 3 out of 5 by Spread out Although the hotel is beautiful it is a long walk to and from the room, with frequent stop to let staff by driving maintaince carts, Our room and view were very nice, but not cleaned properly. Toliet lid had dried urine on it and trash from previous guest was still in and around the room. Foods was good at reasonable prices. Pool so busy couldnt get a chair and swim up bar claustrophobic with people hudled in the shade waiting for a drink June 25, 2013
Rated 4 out of 5 by Great hotel, mediocre restaurant I come here on average once a year for staycation with friends, and have for the last 4 years, and the new renovations are fantastic. Awesome job at taking the resort up a level. However, while the facility looks amazing, during each and every stay I have had here, I have never had fabulous service by the staff. I've read so many reviews about how fabulous the staff is, and yet staff wise there's no difference between here and a motel. September 10, 2013
Rated 5 out of 5 by EV friendly comfort The staff were very accommodating of charging my electric car, even with my late night arrival. Beautiful finishes in the room, very comfortable stay. March 7, 2014
Rated 3 out of 5 by Remodel gorgeous, staff needs work Love this property, have stayed several times, enjoyed the remodeled features of the rooms but menus could use an overhaul and staff needs work and training. 2012 Labor Day was a blast. Tons of activities every day and great movies at night. 2013 was almost boring. Cinderella on Saturday night emptied the pool and was a poor response to the boys and teens in my party. Staff was uneducated on events and resort features including concierge and front desk staff. I love this property, but not sure I will return. Oh... and in the past the Resort fee covered the tipping and the staff were gracious to not accept a tip. This year they stood there and nearly begged for it. Internet sign-in was complicated and so I was charged for and upgrade when we just resigned in each day. All in all, not impressed. Pool kid friendly, but restaurants and food choices not. September 2, 2013
Rated 5 out of 5 by This hotel has a great location Wonderfully located at the base of the mountains. Quiet atmosphere and a great golf course. Loved the services provide by everyone. March 8, 2014
Rated 5 out of 5 by Wt hotel Excellent hotel and location March 9, 2014
Rated 1 out of 5 by Our stay The facility seemed very clean & the staff were friendly. The front desk staff were not helpful & neither were the reservation staff, they would not honor our aaa discount. That was just the beginnig. Be aware that there are hidden fees, you would think that the staff would disclose these fees as it is the honest & right thing to do and would leave a better impression with guest. The beds are not comfortable. June 23, 2013
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