Rated 1 out of 5 by mldufl Extremely Disappointing Experience
My husband and I, along with our 5 and 21 month old sons, stayed at the Westin Jersey City for a weekend in mid-June. A fire alarm went off at 6:15 am on Sunday morning, and guests of several floors (including mine, the 14th) had to evacuate their rooms. So my husband and I proceeded to walk down 12 flights of stairs carrying our sons, who had been peacefully sleeping until that time (not always the case with the 5 month old!). We then sat outside on the curb with the babies for the next hour, watching the fire trucks come and the firemen enter and exit the hotel. We realized at some point that the lobby was apparently not closed, but by that time all of the seats in the lounge were taken. Not once did we see a hotel representative come outside to speak with the guests to apologize, give an update on the situation, offer water, a breakfast croissant, or ANY COURTESY WHATSOEVER. My husband at one point did go inside and get 2 clean diapers for the boys from the concierge (we did appreciate that they were available), and we changed them out of their dirty overnight diapers using bar napkins on the sidewalk outside of the hotel.
We were given the OK by the firemen to go inside after about an hour, and they informed us as we were in line to go up the elevators that the alarm was cause by an air conditioning unit on the 12th floor which had burned out (a hotel maintenance issue). Once again, no explanation or apology from the hotel staff. I expected a credit on our bill for the inconvenience, but did not receive a copy of the bill under the door the night before checkout to verify whether that would be the case, and when I checked out Monday morning and inquired about a credit with the hotel representative assisting me, she said no credits were being offered. I did not have time to ask to speak with the manager at that point, so I told her I would reach out to hotel management to express my unhappiness with the situation upon my return home.
I e-mailed the hotel outlining this experience the next day after returning home, and requested a response. I received none. I called the hotel a week later and spoke to the assistant to the general manager of the hotel. She denied receiving my e-mail (although she pulled up one I sent to the same e-mail address with an inquiry prior to the trip). She acknowledged that the situation was poorly handled, and stated that there is a plan to retrain staff to respond to situations like this one, but that no compensation was being given to the guests for their inconvenience.
I travel fairly often both personally and for work, and have stayed at Westin hotels a number of times with good experiences. I am extremely disappointed in this case - I did not expect such a cavalier response from a Westin hotel to a SIGNIFICANT inconvenience to their guests. We will certainly not be staying at this hotel again.
June 26, 2013
Rated 3 out of 5 by HotandMuggy Disappointed
Room air conditioner only went down to 67. Ran at that temperature all night and room never got below 74 degrees. Was a noisy unit with unacceptable cooling ability
June 26, 2013
Rated 4 out of 5 by Franchesca Amazing stay can't wait to see visit again.
Carolina at the front desk was absolutely amazing. Professional, welcoming , answered all my question even made suggestions about the area. Most importantly she was very genuine and caring. Five star for her. A little feedback-Minibar was empty I think since this is your process to have the bar empty guests should be aware. Also, two guest were in the room so I think their should be two bath robs. Valet guys were amazing except for Sunday which is when I checked out- the guys whom w worked the am shift need to watch the verbiage they use as some guest do understand Spanish.
June 25, 2013
Rated 4 out of 5 by FrequentTraveler13 GREAT SPG HOTEL ON THE JERSEY SIDE
POSITIVES: Great hotel on the Jersey side, beautiful lobby, great location in Jersey City right by the Newport mall, easy access to the PATH trains and the NJ Light Rail. Reasonable room rates compared to NYC.
NEGATIVES: Room service is pricey, no club lounge, no free water for Platinum guests. ONE room key controls power in the entire room and if you take the key with you upon exit then the room gets super hot during summer. Taxi cab to EWR costs $45 but beware of taxis that smell horribly of SMOKE. Me and my son had to refuse the taxi that was allocated to us and had to use an alternate taxi that was smoke free. Wireless internet service is poor and you can barely watch a Netlix movie uninterrupted.
ROOMS: Very comfortable and I was upgraded to a Club Junior Suite. The Westin showers are amazing.
POOL: Great pool that you can enjoy with family.
STAFF: Very friendly and helpful. I would like to thank DAVID for graciously checking me in, PATRICK for saying hello, STEPHEN in concierge, DEB and last but not the least ERICANDO who is a true pleasure to talk too. He took the time to greet me and my son and we have interacted with ERIC on multiple occasions. He just lightens up the mood.
NEWPORT MALL: Is located next door and you can get everything there. My son and I checked out Man of Steel and World War Z at the mall.
RECOMMENDATIONS: Kindly provide free water to Platinum guests, Internet service needs improvement and smoke free taxi service is needed.
OVERALL ATMOSPHERE: Fun, family, weddings, refreshing.
OVERALL: Its a cool SPG hotel try it out and you will love it.
June 25, 2013
Rated 3 out of 5 by Morina Green Room Policy
Green Room Policy, please still provide basic cleaning of the room. It was shocked that no one clean my room including trash. Only when I checked with your front desk staff again, they told me that I needed to call.
June 24, 2013
Rated 5 out of 5 by NYYanks527 Wonderful Hotel Property
For the frequent business traveler going through NYC for any reason, the Westin is a great choice. I spend as much time here as any hotel in the area and they never disappoint. On my most recent trip they upgraded me to a suite and provided a food voucher for breakfast. The staff is courteous and considerate in all matters.
The steak house is great and its close to the mall and PATH station.
June 24, 2013
Rated 2 out of 5 by DPMat Poor service. Overbooked.
Had a reservation for 6 weeks in advance for a king bed room. I am a starwood platinum member and have been for at least the past 7 years. Went to check in at 4:00 pm and was told they are overbooked and did not have my room. They put me in a room with two double beds and a birdsey view of the air conditioning system. I asked to speak to the managere and the attendant said he would call me. I never received a call. No water, charged me for internet, etc. I recehcked my reservation and my platinum number was on the reservation.
June 23, 2013
Rated 4 out of 5 by NEric Good experience！
I've stayed with many Westin hotels, and find they are in a universal style, so the experience are the same. Ok, I should say they have done the right thing!
June 22, 2013
Rated 2 out of 5 by Jerseycity Good location
Front desk customer service is not good and the wifi internet did not work for the 3 days we were there and no one really seemed to care...
Also, no lounge and when platinum with no lounge the hotel usually gives you free breakfast, but not here...
June 16, 2013
Rated 5 out of 5 by Mike unexpected
Went out for a run after work and when I came back and was walking through the lobby, the concierge came out from behind the desk over to where I was walking and handed me a bottle of water - really appreciated and an unexpected very nice touch.
June 14, 2013
Rated 5 out of 5 by Amudhan Excellent Check-in Service
The check-in staff Caroline was very hospitable and friendly. It is so refreshing to see such warm hospitable staff.
Sincerely thankful for the nice room that Caroline accommodated me in. I just made my day!
Will always stay with Westin wherever I go and especially when I visit Jersey City.
June 11, 2013
Rated 4 out of 5 by Mack7676 Need to get front desk on track
Rude not sure what's going on in hotel no mang to b found
June 8, 2013
Rated 5 out of 5 by sujaypm Unforgettable experience
I am a business traveler and I stayed in Westin, Newport, Jersey City for 11 months every week from Mon - Thu.
I am a frequent traveler and have stayed in different hotels at different locations. I must say this has been the best experience.
The people, service, amenities, location everything is remarkable.
I loved the gym the most. It's a full service gym with all the required machines and plenty of space. They also have a indoor pool and Jacuzzi.
SPG is the best option if you like to gain hotel points and this hotel is one of their best options in NYC area. This hotel is great also for the people who need to commute to NYC. Path station in just a block away and this literally across WTC.
Overall, this has been an amazing experience and I would like to thank the management and people here.
June 8, 2013
Rated 3 out of 5 by Ffpedro Starting to age
Pretty pricey even given location. Light rail is loud on lower floors and in rooms in 20s- avoid third floor. Not secure. Beds are showing wear and cleanliness was not to level I know from Westin ( dirty towels on floor when checking in)
June 6, 2013
Rated 4 out of 5 by dominicn Excellent staff, room & food, but rather greedy
I enjoyed my stay overall, largely thanks to the friendly and helpful staff, especially in your excellent bar. Hotel bars are generally a little depressing, but the atmosphere in the Half Moon Lounge was splendid,thanks to Ashley, Brian & Patrick.
However, the pleasure is qualified by the excessive greed in pricing for Internet & Business facilities. $9.50 per day for room WiFi is not a nominal charge, but an outrageous one. Needless to say, I never used it. As for the business center, $5.95 to use a computer to print one page is ridiculous, Fortunately, your helpful staff were able to circumvent this on the two occasions I needed the facility.
June 3, 2013
Rated 5 out of 5 by santri1969 Excellent Jersey City Location
I stayed at Westin Jersey City 1 night and was very happy with the hotel - Jersey location, room, SPG platinum recognition.
June 2, 2013
Rated 4 out of 5 by LauJ Short stay with visits to NYC and transit via JFK
First stay at this Westin but familiar with Jersey City area. Location is good for visit to NYC. Hotel room is big but not as new as it should be. Overall was a good stay. One disappointment is the doorman. I used my valet parking services. When I get my car, the doorman with first name as Jose was very impolite. Only negative point with our stay.
June 2, 2013
Rated 4 out of 5 by mark Very accommodating hotel
The rooms were very clean and quiet and the staff was extremely polite and helpful.
June 1, 2013
Rated 5 out of 5 by TheresaC Excellent service all around
This hotel was outstanding all around, from the front desk, who remembered my name throughout the day, every staff member we encountered was helpful and friendly. The room and the experience was outstanding. Definitely The Westin anytime!
May 28, 2013
Rated 4 out of 5 by Avi123 Location is the winner
Winners: Hotel situated next to the mall and path station. Location is the most convenient feature. Amazing guest service and rooms are great too.
Not so good: Free internet in the room should be provided. Restaurant did not have good/any option for vegans.
May 28, 2013
Rated 3 out of 5 by woog wedding guest
nice hotel, good wedding guest room rate.
room was not clean, hair in shower/on bathroom floor. other than that it is a nice hotel and the service was good
May 28, 2013
Rated 4 out of 5 by YipHK Nice hotel
The hotel generally meets expectation in terms of staff friendliness, especially those manning the lobby who are very attentive to the needs of visitors.
The lobby free WiFi is fast and offers comfortable surfing experience.
May 28, 2013
Rated 5 out of 5 by Motheroftwo Excellent Hotel overall
Both my kids and me really enjoyed our stay here at this hotel. The staff at the check-in counter was extremely helpful that really sets a great tone for the whole stay. We loved the pool. The only complaint I have is the disappointing service we experienced at their Breakfast restaurant. I had such a hard time to get someone to refill for my coffee, in the end, I still did not get refill -- and the bill has already charged me for 22% of service, ugh.
May 28, 2013
Rated 4 out of 5 by Trooper137 Jersey City
This hotel is an excellent place to stay. I would recommend some outside seating areas. If the pool had a sun deck or chairs outside for the few months that you could enjoy would be great.
May 27, 2013
Rated 5 out of 5 by Niteuser Very Nice
Great hotel. Good location, very clean, rooms very nice!
May 23, 2013
Rated 4 out of 5 by ANDREWJG AIR CONDITIONING MAINTENANCE
POSITIVES: GREAT LOCATION & EASE OF ACCESS TO MANHATTAN.
1)WHEN THE AIR CONDITIONING WAS CYCLING ON & OFF IT WAS VERY NOISY. NEEDS TO BE REPAIRED.
2) I'M SURE THE BREAKFAST PRICES ARE IN-LINE WITH OTHER HOTELS BUT STILL THESE ARE WAY OVERPRICED.
AS A RESULT WE DIDN'T USE THE HOTEL RESTAUARANT AND USED THE LOCAL "COSI" STORE, WHICH WAS 150 YARDS FROM THE HOTEL. 2 X BAGELS & FRESH COFFEE FOR LESS THAN $10.00. GREAT VALUE, DECOR EXCELLENT & FOOD TASTED TERRIFIC.
WITH SO MANY ALTERNATIVE OPTIONS AT THIS LOCATION ESPECIALLY IN THE NEWPORT MALL, I DON'T UNDERSTAND WHY HOTEL'S TURN BUSINESS AWAY BY BEING SO UNCOMPETITIVELY PRICED. I LIKE TO STAY IN COMFORTABLE HOTELS BUT WILL NOT PAY INFLATED PRICES FOR FOOD. MANAGERS SHOULD BE GIVEN THE FLEXIBILITY TO TAKE LOCAL COMPETITORS INTO ACCOUNT.
May 21, 2013
Rated 4 out of 5 by gackdeux Nickel and dime
$31 for valet.....signs hidden at front desk about how much you aren't going to give me...such as refills on coffee, etc... Really overpriced breakfast. The location is great - but we will look eslewhere in Jersey City because of all the hidden charges and fees that this hotel adds. $17 for eggs and toast and you burned the toast and it was almost cold....
May 20, 2013
Rated 5 out of 5 by Mwilly9 Refreshing!
This was our first time staying at a hotel with our baby, and were quite nervous about it. Westin made us feel right at home, with personally bringing up to our room the Westin kids club pack and the crib for our daughter were very thoughtful. The upgrade to a higher floor didn't hurt either. The PATH was so easy to get to from hotel we felt safe enough to venture into NYC. My only complaint would have to be parking, at $31 a night that really puts a dent in your wallet but it still beats NYC parking. Overall we definitely plan on staying here again!
May 17, 2013
Rated 5 out of 5 by GL22 Hotel Staff - Excellent
All levels of the Hotel Staff were Excellent, could not of been a more pleasant business trip...
May 16, 2013
Rated 5 out of 5 by SnowAngel325 MAXimum Comfort and Enjoyment
How else can I describe a weekend where the accommodations were excellent to the MAX while we had the pleasure to visit our grandson.. An excellent and attentive staff. Can't wait to visit again!
May 7, 2013