Rated 1 out of 5 by Kgjc Unsatisfactory, poor management
Very disappointing service, poor room service , poor guest communication.
December 28, 2013
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 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 Raclay61 Super experience
From start to finish a first class visit to charlotte. We'll stay here again soon!
December 26, 2013
Rated 3 out of 5 by kdtcid NIce Property, but noisy and dusty
The property is very nice. The Internet worked fine, the gym is a good facility, and it's in a central location. My room was very dusty. Dust was apparent on the lamps, phone, and bathroom counter. There was also long strands of hair in the bathroom. The people on my floor were very noisy. On the second night about midnight, my phone started ringing. When I answered, I did not receive a reply. As soon as I disconnected the call, the phone would ring within seconds. After the fourth time, I left the phone off the hook. I don't know if it was a prank or an errant wake up call. Finally, on the morning of checkout, around 8:30 am, I took my bag to my car, had breakfast, returned around 1030 am only to discover the hotel had checked me out of my room without my notification.
October 4, 2012
Rated 4 out of 5 by ComeBackKid Excellent Southern Charm and Attentiveness
The saff -- each and every one -- were exceptional. I had questions and several 'problems' and each were efficiently dealt with ... I was never made to feel like I was bothering anybody. The food is excellent and unique. The WorkOut room is AWESOME!!! The only thing is the room was in need of some attention: a) the carpet was frayed at the entrance to the tile (Room 1013); b) several lamps were crooked; c) wireless internal should be available in the rooms (it was free in the lobby) and the high-speed internal of $20.00/day is way to much money for the quality of access; and, d) less than half the TV channels worked (althought the quality was excellent when it did).
May 23, 2013
Rated 3 out of 5 by rannj Westin "not so heavenly"
Was expecting a lot more for the price we paid to stay at this hotel. The beds were just OK, the worst part was there was no hot water for the showers turned all the way up it was barely luke warm, and no water pressure to boot. If I could have fit in the sink to take a bath it would have been hot so I know they have the water just don't supply it to the showers. I would not recommend this hotel!
December 16, 2013
Rated 4 out of 5 by alkaline6 Minor frustrations at a normally great hotel
I wanted to consider changing my travel plans, but got the run around between the Charlotte hotel and the corporate customer service employees — then never got a call back from Charlotte's "internal sales" team, which apparently are the only people who can answer these kinds of questions. Need to have more people at each hotel who can answer questions quickly.
Also was frustrated to have a maid pounding on my door at 830am the day I was scheduled to leave. Check-out time is noon. Maids should have a list of people who have checked out.
Otherwise, I have stayed at this hotel often, and I will continue to stay there when I make my frequent visits to Charlotte. I usually have a great experience with a friendly, helpful staff.
November 16, 2013
Rated 2 out of 5 by Conference1 To many little things wrong
Check in amount quoted was not correct. After 3 phone calls to the facility before our stay to make sure our advance travel had the correct amount. When we arrived the amount was about $150 dollars HIGHER! Good thing one of us in the group had an emergency credit card.
Conference signed up us for the Green program with towel changes daily. however we did not get fresh towels daily. Each day we had to call down to the desk and ask for towels and the luggage person would bring them up to us..
Dirty and dusty room.
Toilet paper holder kept falling off the wall. HATE picking it up off a floor that wasn't all that clean.
June 21, 2013
Rated 3 out of 5 by Ann1 Clean, Friendly, Way Over Priced
The staff was very friendly. The room was very clean, well decorated and comfortable. However, there is a charge for everything and the charge is way over priced. $25 for parking overnight is ridiculous and should be a crime. $36 for a ceasar salad with salmon on it is also ridiculous and should be a crime. Though the hotel is very nice I will not stay here again and would not recommend this hotel to my coworkers who travel to our corporate head quarters in Charlotte. There are plenty of other options in downtown Charlotte that provide equally as comfortable rooms and amenities without the ridiculous over charging.
June 4, 2013
Rated 1 out of 5 by arn88 This hotel was a major disappointment.
We stayed at the Westin assuming the accommodations would be superior to those of the other major chains in Charlotte. Unfortunately, this was not the case. The carpet in the room was heavily stained (actually filthy). I requested another room and, after waiting an hour and a half, I was given a new room. Unfortunately, the staff never checked the room and it was in worse shape that the first one. My daughter and I tolerated it rather than going through the process again. I called the hotel when I got home and the only solution that was proposed was reversing my parking charge. They seemed uninterested. Until this hotel improves it's cleanliness and room maintenance, I would not recommend it.
October 14, 2013
Rated 5 out of 5 by CatherineG1230 Great Location
I thoroughly enjoyed my stay at the Westin in downtown Charlotte over Thanksgiving weekend. The location is perfect - walking distance to Bank of America stadium and the Epicenter. The standard room I stayed in was comfortable and nicely furnished. We didn't eat at the hotel but did enjoy the bar and coffee stand. The service at both were great. Manuel and Alejandro, two of the bellman, were very friendly and attentive, as well. I would stay here again and would recommend the hotel to others.
December 3, 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 3 out of 5 by jrlinds2001 Not the Quality of other Westins
The staff were not very helpful when presented with questions. They actually had our reservation as cancelled when we got there and acted like we somehow cancelled it. The luggage attendants were actually the nicest people there. They didn't even ask me if I was an SPG member (I am Gold) so I had to ask for either free internet or points. No one cleaned our room and 3 hours after my phone call to the front desk about this, they showed up with towels (we had just showered and not available to let them in to clean). The hotel room was generally clean when we got there but we only had access to less than 10 TV channels. Not only did we not receive ANY SPG recognition but my husband was being inducted as an ACC Legend that weekend. He wasn't even recognized by the staff. They acted like they had no idea who the Legends were at the hotel. Bottom line, didn't feel appreciated or very welcomed.
December 9, 2013
Rated 2 out of 5 by Jake3318 Not the usual Westin experience
Water pressure was low, and temperature did not get very hot in the room. Ordered room service, after over an hour I called and was told it would be another hour at least (told 45 mins originally). At least they canceled it for us. Cable tv did not function (cut in and out and was fuzzy). Not exactly worth nearly 300 a night..
All staff were very courteous and professional.
December 8, 2013
Rated 4 out of 5 by Roadwarrior24 Quick business trip
The front desk was top notch, though no room upgrade even offered. This is a decent hotel that definitely is geared more toward the convention crowd then the average business traveler. The only real negative was the bartender, she was definitely extremely busy, but if she had just left my bill when I ordered we both would not have been frustrated when I waited 35 minutes for her to come over so I could pay. I actually just left cash on the bar as I wanted to go to bed because I had an early flight.
November 20, 2013
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 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 2 out of 5 by mikekingmoore Depressing room/, bed just OK, no free internet
You guys need a new designer ... depressing room and drapery color, zero happiness ... lounge chair comfort, design, and quality was inexcusably awful, and that headboard!Thought I was at a run-down roadside motel. (I know what I'm talking about, I design 3-5 star hotels.)
Heavenly bed standard have dropped ... linens are now cheap.
also, what's up with $12.95 for internet for SPG members? You can do much better in Charlotte.
November 30, 2013
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 JPNYC16 Business stay
Everything was smooth as always. One complaint...in room 1809, every time the toilet flushed, it sounded like a doorbell was going off. It happened throughout the weekend...something the maintenance staff should check on.
December 9, 2013
Rated 3 out of 5 by CindyJ2233 Not the best Westin ever
I as so excited to get to the Westin because they are always so nice. This one started off bad by my room not being ready at 3:00pm to the not so friendly guy behind the counter.
However what I was most disappointed in was the room. Instead of a closet there was a wardrobe in the room that was just ugly. Then came the bathrooms with a small sink and mold on the floor by the shower and in the corners. Food was outrageously priced in the bar but it was very good. Outside area was not kept up, cigarette butts everywhere. Sorry to say I was completely disappointed!
September 27, 2013
Rated 4 out of 5 by Eaglesfan Great visit for a local concert in town
This hotel was 100% booked for the night, so I was prepared to give them some slack for any short comings that were to occur. However, they didn't need my slack because they were completely on the ball!! The check in process was quick & smooth. Valet was helpful & speedy. Room service was fast & delicious. Staff was kind & helpful. The room was clean & that bed...ahhh that bed...I could sleep forever in that bed! Lovely city views. Also loved that the Linx Light Rail has a stop connected to the hotel. Perfect for our trip to the Time Warner Cable Arena! My only tiny complaint would be that it was simply over-priced. Yes, the hotel was great....but I personally feel it's slightly overpriced. Aside from that tiny complaint, I was completely impressed with the hotel & would recommend it for those who don't mind spending a little extra $$$$.
November 21, 2013
Rated 3 out of 5 by Wendy417 Needs improvement
I must stay I was disappointed with my room this time. I've stayed with the Westin several times in the past and have always had a great experience. This time my room was not clean. The shower curtain smelled of mildew, the toilet was not clean, the tub dripped, the phone did not work, and one of the beds looked like it had been slept in and not changed. This was highly unusual for a Westin. After I reported the issues, the service staff were prompt to correct all of them. Thank you.
November 13, 2013
Rated 5 out of 5 by Jasoncleme Great stay!
Great Hotel for the Uptown!
December 12, 2013
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 3 out of 5 by jambon It's the little things
Was there for five nights. Used my robe after the first night. Never got a new one. I even took the hangar from the back of the door and placed it on the towel bar. The hangar disappeared but still no robe.
No problem, I'll just take the time to go to the front desk when checking out to make certain they know I didn't walk off with a robe.
Upon checkout there was a placard on the front desk to the right, it said 'Starwood Preferred Guests". I stood there for maybe ten minutes and watched people walk past me. Eventually someone asked if I needed help and told me that no one was working that counter. So...why is the sign there then?
I just don't feel I got good service there.
I checked 'no' above to recommending this hotel but my real answer is "maybe".
October 21, 2013