Rated 2 out of 5 by Me475 Hotel needs maintenance
The hotel staff were friendly upon my arrival, specifically the man at the door and the woman at the reception desk.
Points for improvement:
1. lights in bathroom broken/burned out
2. too many patches and dingy areas on wallpaper in room and bathroom
3. restaurant food not great (had appetizers), though breakfast buffet (especially the fruit) was good (staff very good by the way)
4. gym equipment often broken or in need of repair, gym could use a good wipe down
July 12, 2014
Rated 4 out of 5 by Meow4 Okay
Surprised , that in this age of communication, that this hotel wants to charge for WIFI. Very disappointing.
Room very dark upon entering. Had to feel our way to find lights.
Staff was amazing. Best staff I have ever encountered! Really!
July 14, 2014
Rated 5 out of 5 by Grandparent2014 Staff was prompt and polite.
The staff was very accommodating. Whether it was the front desk, phone operator, bellman, parking valet, or room server, they were all prompt and polite. It was a pleasure to stay.
July 14, 2014
Rated 5 out of 5 by michael1960 Needs Mattress
The mattress is absolutely worn in the middle and needs to be replaced
July 13, 2014
Rated 1 out of 5 by Y2014 Mr. Y
There were no sheets available in our room for the sofa bed. When we requested them from the housekeeper the next morning, we returned to find our room NOT cleaned. When we went to the front desk at 1:30 am, we were told nothing could be done because we booked through a third party. Just wanted you to know as we were there for a funeral for my father in law. We were exhausted and found very little comfort staying at your hotel. Would we recommend this hotel to anyone, NOT A CHANCE... We frequently come to Michigan and had stayed there not too long ago. The good news there are several new hotels nearby that we will try on our next visit.
June 1, 2014
Rated 1 out of 5 by jsellma Dirty Rooms and Poor Staff Service
When checking in they did not offer any upgrades, which is unusual as I'm Platinum. I checked into my room and was disgusted by long black hairs covering the bathroom floor and the carpet was filthy. I called to have someone clean it, and they offered me another room. The bathroom floor in that room was also dirty. They did nothing to make up for the inconvenience and upon receiving my folio, I was charged for internet, which is free for Platinum members I will not be staying at this location again and do not recommend it.
June 16, 2014
Rated 5 out of 5 by MDIL2014 Our stay here was VERY nice!!!
Beth, our customer service rep. went beyond her duties to accommodate my boyfriend and I this past weekend. Everything we needed and asked her to help with - she made it happen!! She is very professional, pleasant and friendly!! The service at the restaurant was also very accommodating and the food was good. Overall, it was a VERY nice stay at a VERY nice hotel. The walls are too thin, but maybe that will change with the upcoming renovation. It was also a convenient location for the reason that took us to Detroit.
June 30, 2014
Rated 5 out of 5 by Trixie91 Excellent Staff
Every staff member I encountered, from front desk to housekeeping to room service, was very friendly and went above and beyond. I had a great stay and will visit again in the future!
July 5, 2014
Rated 5 out of 5 by tma102 very comfortable
Staff is highly responsive and courteous .
July 3, 2014
Rated 5 out of 5 by MRBC14 Excellent Hotel
The WESTIN chain is one of my favorite hotel chains and the WESTIN Southfield in particular is a personal favorite of mine. The staff is excellent and very professional and continue to exceed my expectations.
July 1, 2014
Rated 5 out of 5 by The1Fox Usually pleased with The Westin overall.
Generally, I enjoy The Westin Southfield, but this time I experienced some difficulty with the gnats that were everywhere in the building, and was bitten several times inside the building.
July 1, 2014
Rated 5 out of 5 by thill Beautiful Hotel
This hotel was very nice, the beds were super comfortable and the rooms were emaculant. The staff seemed minimal so thier responsiveness was extrememly slow, however the front desk staff was very polite and when they did get to you they were very accomodating.
June 30, 2014
Rated 1 out of 5 by smadge59 Not up to scratch.
If there was another Westin in the area I would use it, but there isn't. This time they forgot to make up and clean my room. Every time I stay at this hotel something isn't right. It needs a make over and a complete change of staff.
It lets down the good Westin image and experience that I am used to.
June 29, 2014
Rated 4 out of 5 by SirKings1956 Excellent location
Excellent location and friendly front desk agent however; there were lots of nats in the restaurant.
June 30, 2014
Rated 5 out of 5 by TWILIGHT GREAT Release & Relaxation (R&R) Weekend!
The heavenly beds are th best! I had the best quiet time to myself. Great movie selections!
June 30, 2014
Rated 5 out of 5 by LB0113 This hotel has great features
The hotel was very clean and the service was also outstanding.
June 30, 2014
Rated 5 out of 5 by JHarvey Westin Southfield
Excellent experience, as usual.
June 30, 2014
Rated 3 out of 5 by SS14 Horrible housekeeping
It looked like the towels that I had put on the floor were refolded and put back on the towel rods. I could make out they were not fresh (and had been on the floor!!) - this a gross violation of expectation I think. Also, housekeeping does not consistently put lotion in the room. Everything else was fine.
June 26, 2014
Rated 5 out of 5 by Steve174357 Enjoyed my stay
The staff greeted me warmly and welcomed me to the hotel. It truly makes a good first impression. I have always enjoyed my stays at the Southfield Westin and will return when travels bring me this way.
June 27, 2014
Rated 5 out of 5 by Elaine69 The hotel stay was great.
My overall feeling about this hotel is my stay was great. The staff's performance was outstanding. I will always return to this location.
June 25, 2014
Rated 5 out of 5 by runninonmt Great experience here.
Spent 1 night here after returning to the Detroit airport from vacationing at Westin properties in Denver & Avon CO . Went from hotel to Great Lakes Crossing Outlet Mall. All good!
June 20, 2014
Rated 1 out of 5 by caouro Very Underwhelming Experience
Unfortunately, this was likely the worst SPG stay I have had since becoming a member many years ago. It started right from checking where I had to return to the front desk 2x to get a working key. I also asked form my "Workout" clothes upon checking at 4pm and got back to my room at 10pm to find no clothes delivered to the room. Once it was delivered, they did not include the socks. The room itself was dated, and dirty.
February 28, 2014
Rated 5 out of 5 by Jay1950 Excellent personal service
A few little snags in the room, fridge not the best. However we give the Westin a very high rating because we had such a great time. The service was top notch, and for me that is most important. Connie at the front desk carefully assisted us in what was a rather complicated bill. Room service was first rate, housekeeping paid attention to detail and our server at the restaurant made our evening delightful. And a special mention to Robert, the gentleman who keeps the lobby sparkling. We left early Sunday morning and went through the parking garage. When Robert saw us he insisted on carrying our bags. Not for a gratuity, just because it was the gentlemanly thing to do. The Westin-Southfield has provided excellent service at a time when some others are falling behind. Thank You Westin, see you soon!
June 12, 2014
Rated 5 out of 5 by Rozzyroz Great front desk service
Latoya have checked me in a couple of times and her customer service skills was excellent each time. I had a problem with my room and she took care of it asap. She always have a pleasant smile on her face when greeting me. Thanks for a friendly staff
June 17, 2014
Rated 5 out of 5 by jazzyshooter Detroit Masters Basketball Tournament
We traveled from NYC to participate in this year's tournament. The Westin was the host hotel. To a man our team all had a first class experience. The facilities, the food, the staff combined to make this a memorable trip for us. We will be back.
June 16, 2014
Rated 4 out of 5 by Ross013 Nice Westin, good public areas
Westin Southfield offered nice services in comfortable surroundings. I arrived late night, after bad experience at another hotel, and they accomodated me, including giving me a free breakfast they didn't have to offer. Rooms were nice Westin quality, clean, neat and as expected. Service from staff at breakfast in morning was very attentive and thoughtful, including getting me coffee to go without asking. Recommend this hotel to anyone visiting NW Detroit areas.
November 28, 2012
Rated 2 out of 5 by Mm9375 I experienced poor service
When I arrived at the hotel at 5pm Sunday, I waited 20 min before a desk clerk came out to help the line of people building up at the front desk. My door key didn't work the first time. The bed mattress was ancient, very lumpy and uncomfortable. On my checkout morning, I called the front desk to confirm my checkout time was 12 noon. At 10:30 am, I got a call from a member of the staff who didn't identifier herself, but barked "What time you checkin' out?" And, when I replied at noon, she hung up on me.
April 22, 2014
Rated 2 out of 5 by WorldXTraveller Dining experience and customer service gaps
Sent feedback on this stay experience to Hotel GM 4 weeks ago...not even a response to say "thanks for feedback" let alone that they'll make improvements...
Service in this industry is and should be set by the leadership of the organization - and now I'm starting to understand why my experience left so much to desire at this hotel. Summary of experience: 1) total lack of attention in the hotel restaurant - from dirty dishes, to broken knifes, to forgotten orders, 2) poor Platinum SPG benefits experience and 3) poor general room condition/readiness.
Hotel restaurant experience was not worthy of a Westin brand, from dirty dishes at the breakfast buffet (not one, but half the plates in the stack were wet and still had food stuck to them), to broken handle steak knifes at dinner that literally teetered in the handle and also wood handle was splintered and poked you in the hand when gripped. Not to mention that for dinner, the kitchen completely forgot our calamari appetizer order -- our steak arrived (barely 5 minutes after the salad was served, and we were just 1/2 way into eating it - instead of having it spaced out properly) and I asked if our calamari was still coming...at which point server went back to the kitchen and upon returning said without an ounce of care or apology "they forgot about it - do you still want it?" It was an experience that really made me regret spending one of my dinners at your hotel restaurant, instead of going out to a proper restaurant (I've had better meals and service at an Applebee's)...especially disappointing as SPG has been visibly touting the hotel restaurant food and experiences at the SPG properties.
Late check-out: requested 4PM check-out time for Sunday, was told it's not available. If my recollection is accurate, as Platinum we're guaranteed 4PM check-out time at non-resort or conference center hotels...which I don't believe your hotel is either. And, Westin has been promoting generally the 4PM checkout on Sunday as the "Westin Weekend" (which was even printed on the hotel keys in Chicago...still had one in my pocket which I showed them)...the front desk said they hadn't even heard about it...I asked for a manager, who then promptly took care of it...after wasting 10 minutes on this with the initial front desk person that kept trying to look something up and was very good at telling me what they can't do for me.
Note: not something that I personally care about, but Starwood cares enough to provide Platinum key card holders (and asks about them in the survey they send out after a stay)...and I was handed a regular one and second time when 4PM checkout needed to be re-coded for the room keys, a Gold SPG one was given.
Room: wireless phone by the bed did not work, and speakerphone on it's base didn't either...could hear on it but other end could not hear me. When I told the front desk, immediately two other guests behind me chimed in and said theirs weren't working either...to which the front desk replied without apology "we know"...with no indication that it would get fixed...and it certainly didn't during the stay. Internet connection cord was dropped behind the desk - had to fish for it, and the clip that holds it securely plugged in to the laptop was broken. Also, the ice machine on the floor (11th) was not working...at least receptionist said "thank you for letting us know" when I called from the room...but certainly did not exert as far as asking if they could send someone with ice to the room.
June 19, 2014
Rated 3 out of 5 by bpatel48 The elevator lock needs to be replaced with the one that works.
I've been staying at the Westin as it is convenient for work. However, I've been issued a room at a check-in that still needed to be cleaned, multiple incidents about the room key not working for the elevator lock and the bus boy having issues giving me a water bottle, although i did explain to him that I am using the GreenChoice, therefor I do not get water bottles in my room (he gave me a lecture on calling room service at that point). Breakfast staff on the other hand goes above and beyond to please everyone. If they fix the issues concerning their elevator, bus boys and housekeeping staff, they'll have no trouble bumping up their starwood status to category 3.
August 21, 2012
Rated 3 out of 5 by TJ66 Not up to Westin Standards
This was my first time staying at this Westin although I stay at Westin properties across the country monthly. I was given a handicap room as they said they were sold out. I asked for different room but again told that I it was sold out. My room had an old plastic shower head that was loosely connected and sprayed all over the bathroom when I turned it on. Not the heavenly shower that I'm used to. The TV remote did not work either but I figured it just needed new batteries. I made mention when I checked out and I was told they would give me 1,000 Starwood points. Not the experience I would expect from this property.
June 11, 2013