Rated 5 out of 5 by YParker The BEST Customer Service & Hotel Stay EVER
We had the best experience you could possible have for a hotel stay. ALL of the staff and management were welcoming, accomodating, patient, kind, and they just went the extra mile for any purpose to satisfy us as customers, and we greatly appreciated that. A special thanks to Anna front desk associate, Patricia Powell front desk supervisor, and Aster restaurant hostess/server.
May 22, 2014
Rated 3 out of 5 by mt56 convenient and standard
overall we had a good experience, but the hotel was remarkably understaffed. the restaurant could not handle its business on friday evening -- we waited nearly an hour for food for dinner. room service also took nearly an hour for lunch the next day. also you should not have breakfast order hangtags in rooms that say breakfast can be delivered at 6 if the service doesnt start until 7. slight moldy smell in bathroom.
January 21, 2014
Rated 4 out of 5 by jrogers86 Perfect hotel for conference
Really enjoyed my stay! The staff and services were top-notch. The only downside was there were not many restaurant choices within walking distance, but this a very minor criticism. Otherwise it was very convenient to the airport and made catching my flight much more convenient. Very nice rooms and amenities.
June 9, 2014
Rated 1 out of 5 by Bruce Where is my reduced cost?
Worst experience I have had at a hotel in a long time.
Room was muggy and hot both nights - only relief was to get out of bed and go downstairs and go outside for fresh air.
Staff did not offer to reduce my fee and they were well aware of my dissatisfaction - along with many other customers disatisfaction.
Suggest you reduce my fee per night at least by $50 per night.
Additionally - what does SPG recognition mean?
February 16, 2013
Rated 3 out of 5 by Jazzbo9 Hotel has slipped
This is a nice and convenient property but there is insufficient attention to detail. The safe in my room did not work, the Iton was broken, they could not process a room charge at the bar making me return to my room for cash. And on the second night for no reason the alarm clock went off at 5 am. I sid not use it the first night....did the maid set it to be mean? And, they did not do my wake up call as requested.
January 25, 2013
Rated 2 out of 5 by Onel Housekeeping was poor
I am proud to be a Starwood member. I stay at Westin properties when i can. The refrig in the room had an open coke can when I arrived and for at least 2 day after. I didn't check the last day. They cleaned the rooms and didn't leave any washcloths. Why is it i state on my profile I need a hypoallergenic room and never get one. The restaurant was great though. One of the bartenders needs an attitude adjustment.
April 13, 2013
Rated 2 out of 5 by Mark4gwh Hotel Needs Physical and Staff Improvement
Unfortunately, for a non-smoking hotel, the HVAC is inadequate and functioned so poorly that our room was overwhelmed with cigarette smoke coming through the vents. The smoke smell was also in the hallway on our end of the floor. When I contacted express service, they sent up a great housekeeper who verified that (1) the smoke was coming into the room from the vents and (2) air freshener would do no good. The front desk staff's initial response, for the first 30 minutes, was that there was nothing to be done and we could not change rooms.
A room was subsequently made available and we immediately moved, escaping the cigarette smoke.
The housekeeping team was great. The front desk staff was extremely helpful upon check-in and with minor issues, but dropped the ball when there was a serious and substantive problem. That was most disappointing and unexpected at a Westin Hotel.
August 13, 2013
Rated 4 out of 5 by San30 Very friendly and very helpful front desk staff
Courteous and friendly front desk staff. Very accommodating!
Restaurant Menu limited.
Breakfast staff on 7th floor not friendly particularly one female staff member who appeared rude.
Overall stay good.
June 27, 2014
Rated 5 out of 5 by ChiefV By far the best stay ever!
My wife and I were greeted promptly upon arrival, the room was in excellent condition, the amenities were outstanding, and the customer service unmatched. Simply put - BEST STAY at a SPG location to date!
June 25, 2014
Rated 4 out of 5 by SolomonsHawk The Westin Standard
The hotel was in excellent condition, and met every expectation I have of the Westin brand. From the "Heavenly" beds and bathroom to the beautiful lobby and amazing breakfast buffet, the hotel made my trip. Additionally, despite the loud jet noise outside from nearly BWI airport, I could not hear any of it from inside the room. My only complaint was that the jets were not working in the hotel whirlpool.
July 18, 2012
Rated 1 out of 5 by Nana Nana
I stayed on club level at Westin BWI and was double billed. I have called twice and still have not received my money back. I spoke with manager Jim who advised he seen the error and would have credit issued. That didnot happen so I called back and spoke with Patricia. Her customer service was terrible. She asked me what happened because they would only do that if I had a reservation I didn't cancel.
January 26, 2013
Rated 3 out of 5 Price Shop
Hotel is very nice. Stayed 2 nights for a weekend. Down the street other family members stayed at just as nice of place with free internet and free breakfast. the detriot Lions were in this hotel so it should go to show how expensive it is. The room was expensive enough that it made you shy away from doing or eating anything else in the hotel. Very nice atmosphere and room but you will pay for it.
September 23, 2013
Rated 5 out of 5 by Lovemytwodogs Wonderful Stay-Outstanding Staff
I stayed June 27-30. Everything about this hotel was excellent, except for the restaurant, which is overpriced and has poor choices on the menu. Other than this one observation, this is one of the cleanest, nicest Westin/Starwood Resort Hotels I have stayed in throughout the country.
The restaurant issue is not really a problem, since the hotel shuttle will bring you to anyplace you want to go that is within three miles of the hotel, including area dining establishments. The hotel recommended The Olive Grove, which I tried and was very happy with.
The hotel staff, especially Ryan and James, were outstanding and went out of their way to make me feel at home. They accommodated every request that I had.
Ryan went above and beyond to comp. me when the shuttle was over 30 minutes picking me up from the MARC station. While it was only a slight inconvenience for me, Ryan was very apologetic and more than made up for it by comping me for the inconvenience.
I cannot say enough good things about all of the shuttle drivers. They are warm, friendly and very accommodating. James is one in a million and I am happy to say that I feel like I have a new friend when I visit again! His personal touch on every bag he handled and every guest he encountered was amazing. It was truly a pleasure to watch him work with the hotel guests.
My experience at the Westin BWI was outstanding and I will definitely stay again when I am in the area.
July 14, 2014
Rated 4 out of 5 by DocterMike This hotel has great features
Attended for a conference. The staff was extremely accommodating. Food service was outstanding and they were willing to alter their routine to fit our needs. The bed was one of the finest I've encountered in the hostelry industry. The room was clean, modern and inviting. The only problem was the extra thick mattress needed an extra thick sized set of sheets to fit it. Otherwise, outstanding.
August 15, 2012
Rated 5 out of 5 by Hansi14 bedsheets
This is not specific for the Westin:
the duvets are just very un-hygienic because they are not changed after each guest - although you cover them with new linen,inevitably the body gets into contact with them. One way around is to follow the European model - you just have one duvet with an enclosed cover that can be changed after each guest
May 7, 2014
Rated 5 out of 5 by JustAnotherGuest Wow
From the moment I arrive, to the moment I departed, the hotel and staff was there for me every step of the way. I had forgotten my toothbrush and they were able to ensure I did not miss my dental hygiene. Any questions I had, they were quick and very knowledgeable. The anesthetics and well just everything about the location and the hotel was beyond my expectations. Keep up the good work!!
December 24, 2012
Rated 3 out of 5 by TJPDVM Disappointed
Have been staying at BWI Westin 6-8 times a year for several years, and have been happy. Room was not clean, sheets did not fit bed, and Luminous was poor. If this was our first stay it certainly would have been our last. Will try one more time next month, but if is similar, it will be our last.
May 27, 2014
Rated 4 out of 5 by Dee52013 Place signs as to where to enter/better handicap parking
My room had no wash cloths so I had to ask the cleaning people in the hall & the girl didn't speak english so I had to point and grab at what I needed. Room was clean Staff was nice. Need a better entrace from parking lot into hotel. Handicap parking wasn't close to the ramp. I walk up and down & back up steps to enter a door that lead to the lobby. Place sign on outside door "Lobby"
May 6, 2013
Rated 5 out of 5 by SCD1948 Great Shuttle Bus service.
The shuttle service was outstanding! Trips to and from the airport were frequently scheduled anytime, 24 hours a day. Very convenient. The shuttle also brought us to restaurants close to the hotel.
June 18, 2014
Rated 5 out of 5 by DrSoul Wonderful Service!
The night at the BWI Westin was just what we needed thanks to the extra effort of Cierra at the front desk. She took it upon herself to correct a scheduling mistake that I made at another hotel by calling the hotel and getting my money returned. This was an example of going above and beyond expectations. Many thanks to Cierra at BWI Westin for providing excellent customer service.
September 19, 2012
Rated 4 out of 5 by ETome Westin as expected
Typically Westin .. Well maintained property. Pleasant and professional staff. Pool and fitness areas require a walk through the lobby which is a little less than ideal.. The restaurant is okay but not outstanding .. their website for the restaurant is 100% wrong and has been for over a year... I'm not sure why they dont seem to care about that ... overall its a decent choice
July 18, 2012
Rated 5 out of 5 by James777777 Megan Front Desk Staff
I would like the management to recognize an outstanding employee Megan. On a past stay she was so kind to me. I had an ear infection and was badly in need of medical care. She went completely out of her way to help me. Thanks again Megan! Kudos to your kindness and professionalism. Megan works the front desk diligently and caters to the needs of the guest. Thanks again!!!!!
December 16, 2013
Rated 5 out of 5 by KL92024 Quality Property & Good Value
I was surprised by how nice (and modern) my room was. There is a full, open gym along with pool area. There isn't a lot around the location as that's where many hotels around BWI are located. Plenty of parking, quick check in and decent breakfast options. Overall it was much nicer then I expected for the discounted price I paid. I'll stay there again if I'm in the area.
November 16, 2013
Rated 2 out of 5 by ChicagoWeekender Avoid staying on weekends
I am a Gold member and stayed in the club floor, only to find out that the club is closed on weekends. There is no newspaper delivery on weekends either and no other benefits for Gold members. The staff attitude was not particularly good. I wonder if we got a bunch of temps... After reading all the great reviews I am disappointed because our experience was fairly poor.
October 10, 2012
Rated 5 out of 5 by LM4847 wonderful staff
We were very tired , very stressed and had to change airports at the last minute under difficult snowy conditions. Your reception staff on the night of our arrival and on the morning of our departure were unfailing pleasant and helpful and went out of their way to make sure we got where we needed to be .
We would definitely stay here again
Elderly UK visitors
February 15, 2014
Rated 1 out of 5 by Disappointed Customer Service Does Not Exist At This Hotel
Front desk was contacted about the room temperature. They were told we had adjusted the thermostat without success. We were basically provided with statements that serve to attempt to placate a customer. This was an insult to our intelligence. I have stayed at other Westin Hotels with excellent ratings. This hotel has a mangement issue along with an employee problem.
May 31, 2013
Rated 3 out of 5 by MikeK Nice facility
Great place but we were turned away at 11:47am on Sunday for lunch. We were told Brunch ended at 11:30am and they were still cleaning up from that. We were welcome to wait in lobby for 20 minutes despite sign saying lunch starts on Sunday at 11:30am. We would have happily stayed and had coffee or drinks until they could catch up but were not given that as an option.
February 18, 2013
Rated 4 out of 5 by Chris 2013Feb review
I love coming to the Westin BWI. My only complaint was having to wait 35 minutes for the shuttle to pick me up at the airport. No excuses being that the hotel is less than 10 minutes away. I called the hotel when I got off the plane (no checked baggage). After about 20 minutes and seeing all the other hotels making their second rounds, I had to call the hotel again.
February 7, 2013
Rated 3 out of 5 by Marine2691 Birthday Party
Over all experience was ok to good. price for the room was great for the area. club level room was great. club lounge was not realy a lounge. couple bags of pretzels, granola bar, and some soda. A little offended at the bar staff. i met some friends at the bar. I didn't even make it fully into the bar. had a redbull in a glass of ice when i came down from my room. i was asked to leave the bar with my drink. after that it was still difficult to get a drink from the bartender. very over priced drinks.
the breakfast buffet is just ok. you can go to Bob E around the corner and get better food at a better price.
the "incidental charges are rediculousl Incidentals per night where more than the actual room charge per night. Nothing was charged to the room, but be prepared to initialy pay 2 1/2 times your rate. my room was $100 per night, incidentals was 140 per night on top of that. (yes i will get that back, but that's not he point)
February 10, 2014
Rated 5 out of 5 by Hardrock04Actual Baltimore BWI Westin, November 2013
Short and sweet. Solid choice hotel. Great staff, good food, awesome location. I have spent many nights around BWI, I will be returning to this hotel whenever possible. I highly recommend for business and those highly infrequent romantic getaways. I doubt I would use it for family travel, simply because there is really nothing close by. I will be back!
March 1, 2014