Rated 1 out of 5 by pmeyers08 Not Satisfied
My husband almost always stay at a Westin facility and are always pleased when we do.
When we arrived on Wednesday night, we were greeted by a "not so friendly" front desk employee. No welcome, no enjoy your stay, do you have any questions, need help with your bags - nothing. Not impressed!!! Room not the best we've ever had - but the thing that got us the most so far - Returned to our room late last night after a fun day out prepared to order room service, as we checked that morning and it says there is a late night menu that we can order from 10:00 p.m. to 6:00 a.m. We called downstairs - we're told by they didn't serve food that late. My husband asked the question on why it was in the menu - no answer. We ended the call and called back to ask if there were places in the area that would still deliver - The phone rang literally for 20 minutes. My husband had time to go down to the front desk and come back up with menu's before a man answered (I'll refrain from saying his name) when I told him we had been letting the phone ring for 20 minutes, he proceeded to argue with me that it was 20 minutes. Then when I asked him a few questions, he didn't answer me - just empty air. I told him I couldn't believe the service we were getting and he didn't apologize or anything - just empty air. If you'd like to know who this is by name, please feel free to call or email me and I'll be happy to provide you with the name.
This morning we ordered breakfast in our room - they ended up getting my order totally wrong. I'm thinking there needs to be a look at the way the management of this facility is run. I'm starting to think that sending this review in with still a few more days here - I may have more to write about.
March 14, 2014
Rated 5 out of 5 by smkdvr42 Great Hotel, Comfortable, one small issue
The hotel was great for cleaniness, location and being comfortable.
The one small issue that I had is detailed below.
I booked this room at least two months in advance. Check out is at noon with check in starting at three in the afternoon. We showed up at 4:40 pm. The room I had reserved at least two months prior was not ready to be occupied. We were told we could wait at a minimum of 30 min or take another room. (King bed reserved and ended up with two double beds) We had dinner reservations, so we could not wait around for our room to be ready. I was ok with all this till the next morning. Housekeeping started beating on our door at 9:30 am. I was disgusted for two reasons. The first being that check out was still two and a half hours away. Secondly that would mean they had seven hours and 40 minutes to prepare the room I reserved that was not ready when we arrived. The room was pre-paid before arrival and at checkout I asked the front desk worker to comp the valet fee for the hotel not having the room I reserved ready to be occupied. I was told she could not comp the valet charge because it was a separate entity. What I find hard to believe about that statement is the hotel is the one that charged me for the fee and billed it to my hotel billing statement. Other than that the hotel was great and very comfortable. I believe something could have been done for your overbooking or slowness. Whatever the problem might have been with the room not available.
February 11, 2013
Rated 1 out of 5 by DedicatedSPGer Does not meet the Westin standard
I stay four to five nights a week in an SPG property. The Westin Memphis Beale Street was probably my worst experience yet. Despite the fact that we were repeatedly told our room would be ready very soon, we waited three hours for the room to become available. We then had a problem with charges that we were told would be complimentary because of our trouble (breafkast, internet and parking). I normally I love SPG and Westin, but I was really disappointed by this experience.
March 23, 2014
Rated 1 out of 5 by NIKE57 INTERNET, VALET, FITNESS CENTER all poor!!
This was my third visit - and it was very disappointing.
The internet is intermittent and slow.
The valet team are more focused on sitting in the back room resting in the morning - rather than making cars available.
The wake-up call system was zero for two on the two nights i stayed last week.
The Fitness Center is dirty and the machines were modern and functional in 2002, which is ten years ago!
The staff are not interested in fixing these problems.
Think very hard re alternatives to this ...
January 24, 2012
Rated 4 out of 5 by Nan59 The room was excellent
The hotel itself was excellent. My experience was not necessarily so. While I originally requested valet parking, we changed our mind on arrival. They advised it was removed from my bill but it showed up when I received my credit card statement. We decided to extend our stay by 2 days longer than originally planned - I was charged the price I had paid for the previous 2 days rather than the price I was finding online. The gentleman at the front desk advised I could cancel my reservation if I thought I could find it cheaper online but he would not book it at the less costly rate for me. While the gentleman at the front desk was abrupt and unhelpful, the proximity of the hotel to our destination and it's accomodations were wonderful.
August 26, 2014
Rated 4 out of 5 by 4gtown Bring a flash light
Was our first visit to Memphis and our visit to a Westin Hotel. The hotel it's self is very nice, the staff "in person" are very nice and professional. On the phone not so much..they were short with me and seemed to be bothered to be talking on the phone. The bathrooms are much to dark, not enough light to put on makeup or shave. Please brighten up the bathrooms. Also, felt that with the price of the room, food and parking that the internet usage should have been free or at least free in the lobby area. Also witnessed a valet worker back a large GMC truck into the wall. Glad we used the self park and it was less cost.
February 14, 2012
Rated 1 out of 5 by SPG39828 Front Desk Worst Ever
Good luck getting anyone to help you at the desk. Your room will not be ready at check in
Welcome to Westin Memphis
SPG Silver Gold or Platinum means nothing here..
Enjoy your stay....
July 16, 2013
Rated 4 out of 5 by DDM1 Front desk communication issue
I reserved the hotel with one credit card but wanted to pay with a different one. Despite providing the new credit card at check-in (multiple times, mind you) AND confirming at check-out the card I wanted charged (at check-out they had the original card despite scanning the new card at check-in), the WRONG CARD WAS STILL CHARGED. The check-in took way too long because the person couldn't get the situation right, and it didn't matter anyway because when all was said and done, it still didn't happen properly. If you are going to stay there, for the love of God, make sure you use the same card for charges as you do to reserve.
August 4, 2014
Rated 4 out of 5 by Akaf86 The rooms needs to be clean a lot better.
When I arrived I realized that the hotel is very nice. The hotel lobby and other areas are nice. However, when I arrived to my room and decided to take a nap before venturing out in the town, my bedding was filthy. I was unable to take a nap until someone came and changed it. I waited a while so I decided to leave and venture into the city without a nap. When I pulled the covers back there was a nasty brown stain on the spread and there was also a brown stain on the bottom of the spread as well. I took a photo for proof if your office needed to see. I was disappointed and concerned about sleeping on the mattress but after a day I felt better. This is my first time staying in your hotel.
December 27, 2012
Rated 3 out of 5 by VisittoMemphis Lovely hotel. HOWEVER...
So many positives: Great Location, Clean Room, Nice Restaurant, Friendly Staff. HOWEVER, I have a huge problem with the reservation/billing process. We paid in full, in advance, for our three-night stay. Upon check-in, they placed a "hold" on my credit card for $275.80 for "incidentals". This amount was not released from my card for a full five days. Not sure how we could have spent $275.80 in incidentals, even if we had consumed the entire contents of the mini bar and then stolen the robes. (Just kidding!) Not pleased and probably won't return. We travel to Memphis several times a year and have never had this happen at the other downtown hotels.
July 25, 2014
Rated 4 out of 5 by bitt2012 Pretty good if you can afford it.
My husband and I enjoyed our stay at the Westin. It is so close to Beale Street and that is the reason we stayed here. The staff was very friendly and helpful as well. The room was clean and big and the bathroom was huge and cleanish.... The bed was very comfy. The only negative it that it is pretty expensive. On top of paying almost $200 a night, they charge $18 a day to park or $24 a day for valet. That adds almost $50 to your bill. Also, they have a mini bar in the room. Some people may find that handy, but they have a sensored tray right on top of the entertainment center. (BE CAREFUL if you are clumsy or have anything sitting on top that may fall on the tray!) If you remove something for rmore than 30 seconds it automatically charges that item to your room, and be careful because the prices are ridiculous! Luckily, I read the sign, because my husband almost bought a $10 can of jelly beans that maybe had 30 beans in it, just because he picked it up. I find that kind of tacky! They also do not have a pool which is diappointing when you pay $200 a night, but overall, it was nice. The best part was that is was close to Beale. If it wasn't, I would not stay there. Too little for too much money, and they charge extra for every little thing they can think of. The convenience of the location is the best part.
September 5, 2012
Rated 1 out of 5 by John The Most Disappointing Starwood Experience
The experience at this Westin was by far the worst Starwood hotel experience ever for me. Upon checkin, the staff completely ignored the Starwood Gold & Platinum check-in counter. What's the point of having it if you don't use it? Then, the staff argued about my Starwood status. Once I finally received my room key, I had to return to the lobby because it didn't work. Upon finally entering my room, I noticed they had given me a room with 2 double beds, not the King room I had reserved. I called the front desk, asking for a King room and they said all were booked. I noted that I had reserved a King room, and they once again argued with me until realizing that I had in fact booked a King room. They said, "Oh well, all King rooms are booked and there isn't anything we can do for you. If you were staying more than one night, maybe we could do something and upgrade you." Completely unacceptable. I may take my hotel business elsewhere and my Starwood loyalty will go from 100% Starwood to 0% Starwood. To make the entire experience worse, the elevators, lobby, restrooms, hallways and guest room were filthy. Splatters and dried liquid stains in the elevators...large stains on the carpets in the guest room....toilet seat that was broken and falling off...mildew in the shower....mildew stains on the towels.....the list goes on and on. I won't be staying at this Starwood property ever again.
June 1, 2013
Rated 5 out of 5 by AlyJ Wonderful!
We enjoyed 2 wonderful nights here. The location is perfect. The hotel is beautiful and very well maintained. The staff is wonderful. We had exceptional service from Elliot. He provided excellent service throughout our stay! We could not have been more pleased!
July 10, 2014
Rated 5 out of 5 by DMAKA4 A+ Vacation Visit
This was one of my favorite hotel visits via the Starwood Hotel brand. The staff was warm and welcoming. Hats off to Pervern(I hope I spelled her name correctly- please forgive me if I did not) , Michael and Jessica. Pervern made our check in easy and effortless. Her restaurant recommendation was a great choice. Micheal was professional and each time he saw us in the lobby, he always asked if everything was ok for us. Jessica was very helpful with our luggage delivery to our room. I was not upstairs at the time, but my Mom complimented on how friendly and accommodating she was in the room. It made my Mother smile which is a plus while on vacation and her first visit to Memphis. At checkout, I met the Manager , which is often rare unless there is a concern. He was very visible and modeled true, honest and superb customer service. Well done Westin!
August 23, 2014
Rated 4 out of 5 by gold good not great
We love SPG and normally have wonderful stays. This was not one of them. The first night the sheets were pilled and seemed to be polyester. My expectation with Westin is the wonderful sheet experience and that was not the case.. We had the linens changed the next day and it was better. We asked 3 times for maintenance to fix the TV. It was not coming in clearly and we never got NBC. They did come and fix the breaking up issue but we never received an explanation as why we couldn't get NBC. During our stay Memphis had a 5 hours blackout due to a substation fire. I am surprised that a hotel in the tornado part of the country doesn't have any backup generators. The windows don't open and it was very uncomfortable. The staff was very pleasant and helpful with all our reservations, car service etc.
August 20, 2014
Rated 1 out of 5 by Kris1230 Leftover Lipstick and Leaking shower
Horrible. Hotel was booked so we couldn't change rooms. The shower leaked into the room from the bathroom onto the carpet. There was lipstick on the "clean" glass in the bathroom and they failed to clean my room on the 3rd day and then complained that they needed to bring me towels twice when one towel wasn't going to work for 3 people. Upon check out I was offered nothing and told there was no manager on duty to speak with. If I wanted a leaky shower and dirty glasses I could've found a hotel that was much cheaper than $259.00 per night. Incredibly disappointing. And in the future, try to have a manager working at all times instead of a college kid telling me how sorry he was and giving me extra starwood points. Really?
March 18, 2013
Rated 5 out of 5 by Jellowithab Great service!
Every employee was warm, responsive and went above and beyond to accommodate!
August 29, 2014
Rated 1 out of 5 by KeithH Worst Westin Experience
This was by and far the worst customer experience I have had at a Westin. It was only remedied on the final day by the awesome manager Leigh. Until then I had been snapped at by the front desk, told that the large group that had used my room longer than planned was more important than I was. ANOTHER GUEST HAD THE POLICE CALLED ON THEM AND WAS BANNED FROM THE HOTEL FOR LIFE. I saw it happen and the guest was not unruly. The whole experience was surreal. I am only going back because Leigh told me to call her ahead of time and I know she will make it right.
January 25, 2013
Rated 3 out of 5 by Lil23 Outstanding Location
This hotel is right across the street from the FedEx Forum, so if you are attending an event there, it could not be more perfect. However, there was a lamp which did not work and the deadbolt which did not work. The bed and shower were very good. For the price, the room was a disappointment.
August 25, 2014
Rated 5 out of 5 by KatieNOLA Delightful hotel and location for music lovers
The Westin takes hospitality seriously on every front, as all employees assisting guests strive for perfection. From the friendly valet greeters at the curb to the housekeeping staff to the restaurant servers, all strove to increase our desire to return. They were especially welcoming to our small dog. We also loved the pillow choices in our room.
August 24, 2014
Rated 3 out of 5 by Traveler4444 Needs improvement
Checking in took longer than it should have because there was only one attendant working the front desk. I also had to wait for the only valet to return from parking another car. I was not acknowledged as SPG gold until informing the attendant, and then was told that no upgraded rooms were available.
The hotel's lobby and common areas are nicely designed and stylish. The gym is large and has a nice view, although it is in need of some maintenance and upgrades (for instance, the televisions on two of the three ellipticals did not work).
My room was stylish but, like other parts of the hotel, needs a bit of maintenance and better housekeeping. Furniture and fixtures appear worn: for instance, the armchair had a noticeable ink stain and the electric outlet on the bedside lamp did not work. Poor housekeeping was a significant issue: two of my towels had stains, there was standing water in the ice bucket, there was mold and discolored grout along the perimeter of the shower, etc. This room just wasn't up to the standard I would expect from a relatively new Westin property.
The on-site restaurant, Bleu, was acceptable but not amazing. Service at dinner was attentive and friendly, and my starter salad was delicious. My salmon entree was just plain strange. The menu reads of a chef trying too hard to be original without the skills to execute it.
Overall, a fine hotel for one night of sleep while on business, but not for much else.
July 11, 2014
Rated 5 out of 5 by Sue082214 good experience
Our ladies group from the church came to the Beth Moore event at the FedEx Forum. The hotel was so convenient to the Forum. Everyone commented that the rooms were comfortable, the staff on top of everything. We were well pleased and would return.
August 25, 2014
Rated 2 out of 5 by DisappointedRN This was very DISAPPOINTING!!
This hotel and it's amenities are very misleading. Please be prepared to pay for parking,liquor tax,state tax,city tax,occupancy tax,and refreshment center tax. Also the refrigerator is a stocked alcohol&beverage refrigerator, snacks(chips etc.) are also available, be mindful on your selections because its all on a 30 sec sensor. The carpet was very stained, iron leaked water, hotel has NO pool and staff was not very friendly. I informed staff that I needed a refrigerator for my husband meds(insulins) they promised to bring a extra one but I never received it, so I requested they remove some items from the stocked refrigerator & staff informed me that couldn't be done, so we iced his insulin to keep it cool... I was very disappointed with my stay, & ill never return!!
August 28, 2013
Rated 4 out of 5 by MkayMa78 It was nice
I thought that the room was nice, but it was not what I had expected. I've stayed in a few hotels during my travels over the last few months, and for the value, it did not meet my expectations. One main disappointment was the WiFi. In a time when there are so many of us traveling, this is a feature that I would think all hotels would have as complementary (I stayed in a hotel in Atlanta, same price, bigger room, with free WiFi). Other than that, nice bed, needs a little maintenance in the bathroom, but overall nice.
November 23, 2011
Rated 3 out of 5 by WorkTravelerReview Great Location, Friendly Staff
Fantastic Location. Friendly and helpful staff.
Parking is inconvenient and the vendor (not the hotel) charges random prices...Example: First night (10 hours) I was there, lost my ticket, paid $15. Second night (8 hours), had ticket, paid $20. Sign posted said: $10.
Hallways need sprucing up and need to be vacuumed and cleaned regularly...consistently observed regular issues with bits of trash etc in the hallways. Workout center was adequate and nice.
Room service late night dining options really don't exist.
January 24, 2012
Rated 4 out of 5 by raisinking THIS HOTEL IS FANTASTIC
This hotel is great. Apparently, however they need a better housekeeping staff. The mattress pad had a soiled spot (it appeared to be blood), however we did not get into hotel until 2:00 A.M. so therefore did not call down to have bed changed until the morning. When we called it was immediately changed.
we were given points by the manager after we called the manager to make sure that he knew about the situation.
August 18, 2014
Rated 1 out of 5 by MysticDog Sub par experience
Was excited to be on Beale Street.
But poor service at Westin put a damper.
Was given a room where someone was already checked in (!). Has never happened before. Hastened out of room and went back to lobby.
Am a Gold member but no upgrade was made available.
No Club level on property. (hmmm, how is that possible?)
No pool. (ok, maybe understandable)
Poor room cleaning service.
Checkout got bill wrong by overcharging.
Just generally a sub par experience for such a great brand ... but still liked Memphis!
August 19, 2013
Rated 2 out of 5 by Kew787 Disappointed in our second stay here
I'd like to start by saying that my husband and I stayed here over 2 years ago on the night of our wedding, and the stay was perfect! Unfortunately, our stay this time around was not near as pleasant. Our check in was supposed to be at 3:00, we arrived at 4:00 and were unable to get into our room until 5:15. We hung our room service sign for breakfast outside the door, it was never picked up and when we did receive it after calling the desk we were incorrectly charged. There was no regular coffee in our room but instead 3 packs of decaf. I would like to say that the staff was helpful and courteous with each of these situations, but when I pay over $250 a night for a room I expect the service and accommodations to reflect the price. The biggest positive moment from our stay was sleeping in the amazingly comfortable bed.
March 9, 2014
Rated 3 out of 5 by Joni Have stayed here 15 times
I have been bringing course attendees to this property 3 times/yr since they opened their doors. The place is getting tired and the lack of attention to detail is growing. My mattress cover zipper was ripped, had to call for bath towels one night, safe did not work, no water, no creamers, stained carpets, no longer offer HBO, groaning elevators--yet the rates keep rising! I like it here, the location is perfect and the staff are friendly so I'm really on the fence.
March 10, 2014
Rated 1 out of 5 by DJ61 Room
I was very disappointed in the condition of the bed, when I walked in and seen that the bed covers were wrinkled and even the sheets had wrinkles. I have stayed at Westins all over the world and this is the first time I can say that the bed was not inviting. This was my birthday present to myself, I wanted to stay close to the forum so I could attend a Grizzlies game for my birthday. I took pictures if you want me to send you the pictures I can provide them.
December 31, 2013