Rated 2 out of 5 by golferef Housekeeping Issues
I just got back from a 2 night stay at this Westin. (Oct. 18-20) I am SPG gold, so I have stayed at a number of Westin's through the years.
I left my room at 8:15am on the Saturday and returned at 4:30pm and my room had not been touched by housekeeping. This was not an oversight since I saw the housekeeper was serving rooms on my floor when I returned from my meeting. When she finally knocked on my door around 4:45pm I just asked for towels since I had to shower and meet some people for dinner. This is UNACCEPTABLE!! Also I wonder when this room had last been cleaned since I found stray popcorns on the floor.
This was one of the poorest Westin experiences I have ever had.
October 22, 2013
Rated 2 out of 5 by Delta508 Slow or non-existent service
The hotel itself is pleasant, but the service has lots of room for improvement:
My room wasn't ready at 5pm. I was told I would get a text message when it was done, but it never arrived. I finally went back at 7:30pm, at that point the room was ready, but I had to wait quite some time to get my luggage out of the storage room. Service at the bar was very slow, we finally left. I found an erroneous charge on my bill and was promised that the charge would be reversed: it hasn't happened yet.
April 6, 2012
Rated 2 out of 5 by BeBop Price does not match quality/service
I was very disappointed. For the price charged, everything should have been stellar. I ordered room service - there was a delivery charge AND a service charge. Three out of four times I ordered food or beverages I was given the wrong thing. I selected the "green" option for the $5 card towards food or beverages - the first night I got the card but then had to argue with the waitress to be able to use it. The second night I didn't get it and had to ask at the desk. Not a good experience.
June 24, 2012
Rated 4 out of 5 by Dpaul84 In for a conference
I knew when I chose this hotel that it was the host hotel for the conference I attended. I knew it would be busy and probably fully booked. When I confirmed my reservation, I requested a room with 2 beds. That was not available at that time, but I was assured I would be able to get a roll away bed. On check-in, all roll aways were taken. I was put on a waiting list. I knew that we would not get one before we checked out due to the conference. My 14 year old son slept in the chair and ottoman. We were provided with linens for the chair. On check-in, the lobby was extremely loud. I could not hear the check-in staff. I would recommend adding some sound control in the lobby bar.
September 19, 2013
Rated 5 out of 5 by BradyBoy16 Westin Charlotte downtown
GREAT hotel with two suggested upgrades. The "arrow" on the key card is quite small, make it larger and/or have the front desk explain it. Put a light on the in/out key card reader at the parking garage, hard to see at night. Left some luggage and Security was very good about calling back and promising to send it to me.
September 29, 2014
Rated 2 out of 5 by AtlantaBrian regular visitor to Charlotte
I travel to Charlotte frequently for work, and I am routinely disappointed when I stay at this Westin. In the dozens of times I have stayed here, I have never once received a platinum room upgrade to anything other than a "high floor". And virtually every time I stay here, the staff and/or the hotel disappoints me in some way. Usually it is something small, but there is always a problem. The hotel itself is fine, but because of the service and lack of attention to detail, I find this to be one of the worst Westin's I've ever stayed at and always dread staying there. They are lucky that I am loyal to Starwood!
November 4, 2013
Rated 5 out of 5 by kisabos Stunning hotel, amazing comfort
The hotel is unbelievably beautiful! It fits with the gorgeous city, which is so clean and nice to get around. The beds were the best part for me! Some hotels I have stayed at lately give you tiny throw pillows to sleep on, but this hotel had the most comfortable bed and big soft pillows!
Also, my flight came in very early and we got to the hotel right before 1pm. I was nervous that we would have to wait 2 hours to get to our room, but they had one ready for me! It was great.]
Close to the airport. Right in the center and next to the convention center (which is why I was there). Will definitely stay again!
November 18, 2013
Rated 4 out of 5 by Cecilia082014 A welcoming Westin
I stay at a lot of hotels. I've traveled for business and conventions over twenty weekends this year. You think all hotels are the same but they are not. These folks really have their act together. Staff are well trained, attentive, and competent at their jobs. Food arrived quickly and correctly both in the bar and to room service. You think you should take these things for granted but after being at several properties elsewhere recently that didn't reach that standard, this Westin was a haven of competence. I would definitely stay there again if in the Charlotte area.
August 11, 2014
Rated 3 out of 5 by YBumped No room at the inn?
As part of the ICMA convention, I made a reservation for this hotel for 2 nights, and received a confirmation last week, along with 5 others from my municipality.
I arrived at the convention, worked my shift, and then walked over to the hotel to check in. I was informed that although I had a confirmed reservation, they had no rooms available, and had taken the liberty of locating another room at a hotel 15 minutes away from the convention site, near the airport.
Sitting in room at hotel away from peers and colleagues, not certain as to how this happened. They comped this room, and have a room for me tomorrow, but now I have to pack and relocate. Very inconvenient, and not what I had planned for the week.
Haven't really stayed at the Westin yet, will rate it once I get to stay there, but first impressions are always hard to overcome.
September 15, 2014
Rated 3 out of 5 by seasnoble Food & Beverage Disappointing
Breakfast service was nice, buffet food quality only average. Evening services consistently disappointing. Service in restaurant and lobby bar almost non existent. Food quality (salmon dinner, scallop dinner, ember burger) very disappointing. Macallan 12 scotch is overpriced at 29.00. Front desk understaffed at check in, but friendly and efficient. I selected the 'green' option for housekeeping so I can't provide any feedback.
September 20, 2012
Rated 5 out of 5 by MorMor Lovely, welcoming, hotel
The lobby is large and beautifully appointed, but best of all you are greeted by staff immediately upon arrival. The bar area provides a comfortable space to meet friends for conversation and snacks. We had a dinner for 20 in the restaurant and were all happy with excellent food and service. Our room on the 20th floor provided a nice view of Charlotte, very comfortable beds, and sufficient amenities for our needs. Finally, the elevators were amazing - quickly swished us up or down without lots of stops in-between.
August 30, 2014
Rated 4 out of 5 by Jourdaj Enjoyed my Stay
Staff and hospitality were excellent! Room was clean and comfortable. I was glad to see that the Westin is promoting 'Green' programs to reduce wasteful re-washing of clean towels / linens. I made use of the program 3 of the 4 nights I stayed there. However, the one day I didn't use it I got no room service. A smelly shower curtain needed replacing and I had to leave a message w/ the cleaning staff. Otherwise highly recommended!
September 15, 2014
Rated 3 out of 5 by MJ68 Great location, apparently understaffed in the evenings
I brought my family along to Charlotte during a business trip. During checking at 7pm on a Thursday there was only one person checking guests in, during a very busy weekend (high school graduation, NASCAR race weekend, etc). That seemed to be the case every evening during the weekend. The result was long lines at the desk. Other than that, the vallet parking staff was courteous and responsive, as was the cleaning staff.
May 23, 2012
Rated 3 out of 5 by CarlS Great room, gouged on amenities
I loveed the room, it was clean and comfortable. That being said, there were few to no amenities and the F&B pricing was out of control. I paid for room service which included a delivery charge and service charge. Along with a tip and tax my cost of food was less then the other charges.
Also customer service was hit and miss.
My over all impression was that I felt no loyalty towards the brand. Although the room was good and service OK the brand did everything they could to squeeze every last penny out of me. When you get nickle and dimed like that, it doesn't leave you with a good feeling.
March 18, 2014
Rated 1 out of 5 by JBMV Would never return
2 HUGE NEGATIVES:
1). No pop machines in hotel. When I called the front desk to ask location of the vending machines, they said they have nine, but room service would deliver one, but there would be a $6.00 fee (plus the cost of the pop & tip)
2). We had 2 small packages delivered to the hotel, and we're charged $30.00 "handling fee". We stay in lots of high end hotels, and I have never heard of this before.
I'm not sure if these are chain wide policy's or just this hotel, but I will certainly never return, and will spread the word to as many people as possible.
July 21, 2014
Rated 3 out of 5 by TaraKiwi I liked it, but....
Extremely comfortable room and courteous staff throughout my stay. Was upgraded per my Platinum status, however getting anything done took an inordinate amount of time with lots of questions.....For example, my rate came with breakfast, but I was questioned and rechecked so many times (even though it was printed on my bill) that it would have been better to just pay separately. In addition, I was locked out of my room at 8.30am after going to the pool; the security staff was extremely nice, but it took a while to get back into the room (at least it seemed so while I was standing outside my room in a wet bathing suit). Lovely, comfortable room, but it requires a lot of hoop jumping to enjoy it.
June 3, 2013
Rated 4 out of 5 by Traveler Superior beds and workout/pool facilities
Easy location to interstate. Beds were very comfortable. Had the best lap pool and workout facility over any other hotel. Food very overpriced, but you can walk a few blocks for something more reasonable. Many other hotels offer free WIFI. Westin does not. Walls very thin and room next door actually kept me from sleeping at times. If the bed comfort and workout facilities are priority, Westin is a good choice and staff pleasant. Maybe it was inconsiderate neighbors, but overall, I rested better and ate at other hotels with much more reasonable restaurant prices. Again, the bed and workout facility were top notch, but I wasnt able to enjoy a good night's sleep while in the bed due to thin walls.
February 8, 2013
Rated 4 out of 5 by Susi20 Cycling Charlotte
We loved Charlotte + had a great stay at the Westin. After a heavy day of exploring the city by bike, each evening we had so much fun hanging out with friends + colleagues at the hotel bar, delicious food + we closed the place down each night. The pièce de résistance was taking a bubble bath in the luxurious tub with a city view. What a way to end a perfect day!
September 16, 2014
Rated 4 out of 5 by SoSo889 Great stay but...
This was the second visit to the hotel this year. We had a great stay but my husband alleriges started bothering him the first night.He took allergy medicine and he was able to sleep. The second night he wasnt so lucky. He left the room for a few minutes to get some fresh air and we heard a dog barking in a room near by. Thats when we determined that a dog must have been in our room prior to our visit as he is allegic to dog hair. I had a great experience but my husband didnt sleep well. We will stay at the hotel in the future, but we will ask for a room that didnt have dogs in the room.
November 4, 2013
Rated 4 out of 5 by fangirl Standard Westin
Nice, standard Westin hotel. The Heavenly bed was the usual - amazing. As a Platinum I received a corner room, but it was average size and the interior is showing it's age. The bathtub had the beginnings of rust and worn caulking and the wallpaper looks thin and starting to wrinkle. The food in the restaurant is very average. Overall service is what you would expect - cheerful and generally responsive, but nothing extraordinary. Location in downtown Charlotte is excellent. Would definitely stay again, but don't expect any special recognition for status.
July 26, 2014
Rated 4 out of 5 by Susi20 Cycling Charlotte
Had a great weekend in Charlotte + the Westin was a great place to return to hungry + tuckered out. Each night we gathered with friends + colleagues in the lobby, ordered delicious food from the bar + closed the place down! Our room was clean + comfy, the staff very helpful, friendly + professional. We loved our experience in the city + at the hotel.
September 16, 2014
Rated 2 out of 5 No Longer My " Go To" Hotel
I haven't had this bad an experience in a hotel in a long time. It was truly unbelieveable. From the valet who just stood by and watched while I struggled with my luggage, to the font desk clerk who gave me a long, nonsensical explanation of how money would be held in my accout because I was using a debit card. It was like I was putting the room on layaway?!? To the room service that got my order wrong 3 TIMES!!! To the room that reeked of cigarette smoke and had big stains all over the carpet. To the 4:30 pm housekeeping service. To the burned out bulbs in the lamps.. Never Again!
November 19, 2012
Rated 5 out of 5 by JL55 confusion with "green" initiative
The Westin did a fabulous job for the AAMVA conference in August. Food was great...staff was very friendly, attentive, and professional. Great job! I encourage you to look at how your encourage guests to forgo "washing sheets daily." We had to work hard to get the request reversed when we realized that our towels and room would not be serviced AT ALL if we picked...no sheets washed. I would love to save the water and don't mind the same sheets for 2-4 days. It took way too much work to get housekeeping to reverse our original request. We had to call two more days to make sure we were on the "clean room" list. I am guessing that this will continue to cause confusion as you host all the Dems in a few weeks.
August 26, 2012
Rated 2 out of 5 by MattfromPA Not SPG service that I expect
WOW! What a disappointment. Friday night I called front desk to complain about a loud party down the hall. Called at 10:30 pm, midnight and 2:30 am. NO HELP. Told they were there for a wedding party. Saturday moved to new room with HUGE, fresh stain on carpet, not cleaned. NOT SPG quality and didn't get better.
October 1, 2012
Rated 5 out of 5 by cameron64 service
We arrived early and they were very expedient in getting confirmation the early arrival
September 22, 2014
Rated 5 out of 5 by Ctkordes Best staff in difficult situations.....
During the snow storm over February 11-13, 2014, the Charlotte Westin and it's staff were fantastic. They worked hard to meet everyone's needs under a very stressful time. Many of the employees were having to spend the night in order to be able to be at work to meet the guests needs.
I befriended the manager, Leo Percopo, and told him how fantastic everything was. I had a party of 9 colleagues with me from NY, WI, MO, and OR. We all felt the same way.
I am a frequent traveller and stay at SPG at all times, unless there is no other option. This was a well handled situation.
February 15, 2014
Rated 3 out of 5 by Needtoremembercustomer Needs a change to meet modern needs.
The hotel was clean and has a perfect downtown location. Where they need to improve is the little things like charging for Internet. It is a modern day must to be put on par with electricity. When a guest must pay for something that doesn't cost the hotel puts a bad taste in your mouth. Along with a none working refrigerator in the room, that when inquired about we were told staff could have one brought up for a few. Other hotel wave these charges for members, which we are, just a disappointed to be charged $120 more for our stay to have the use of some modern conveniences.
February 19, 2013
Rated 3 out of 5 by DLA5 Electrical problems
Alerted the front desk to outlet, clock, and Internet problems. Problems were not corrected.
Internet was the most expensive of any hotel I've ever stayed at and the signal in my room was so low that my iPhone 4s could not even connect.
Nice lap pool though.
June 7, 2012
Rated 3 out of 5 by MrBlech Dude, where's my room service?
My needs are usually simple. I checked in late Thursday evening and wanted a dessert, so I ordered berries with a dab of whipped cream, plus hot tea. Half an hour later the berries and tea arrived...but no whipped cream. Asked my server if he could get it for me, and he said sure. 20 minutes later, still nothing, so I called back. Agent said she would find out where he was and call me. 10 minutes later, still nothing. So I called again, got a different agent, and he got me my whipped cream. Oh, and the next morning, the breakfast I pre-ordered was late.
June 23, 2014
Rated 2 out of 5 by LynnG1 Verty disappointed!
We have stayed at many Westins and this was the WORST as far as service from Staff that we have ever received.
First the Valet Parking is a "Joke". Not enough staff to do valet and help with your luggage. We ended up doing everything ourselves.
Second; the front desk staff was horrible. Not equipped for the number of guest staying at this hotel. Had to wait forever in line at front desk.
Last; Upon leaving, didn't have any rolling carts for our luggage and we checked out at 6:00 a.m. What in the world happen to all the carts at this time of day!!! There was no help offered to us for our luggage.
Just very disappointed in the service and will not EVER stay at his hotel again. For the price we paid, I expected more!!
February 18, 2013