Rated 3 out of 5 by observer Uncoordinated
Great property and have stayed here numerous times over the years and experience has generally been good, consistent with the majority of reviews here. This last stay was an exception and I feel compelled to write this as a caution to others.
I made two separate reservations on Starpoints and I made a point to call SPG more than a month in advance to connect the two reservations. SPG assured me that the property had been contacted with these instructions. Upon arrival we were told we are only staying one night. We reminded them of our instructions and after some fumbling with the computer the front desk located a room for both nights (middle floor with no view or upgrades).
The first night in our room we hung the Make A Green Choice tag on our door. In the morning I found the tag pushed back under our door with a slip notifying us we could not use this option on our last night. With the tag off the door we then got a knock later in the morning which woke my wife. I called Service Express immediately to explain we were staying in the room for two nights and did not need housekeeping. I was given an apology and that they would ensure this would be corrected.
We went out for the day and returned around 5pm finding our room cleaned spotless. I called Service Express again to explain that we had chosen the Make A Green Choice option and did not want our room cleaned. Another apology and promise that we would still get the credit for the Green Choice program. I specifically asked for a voucher to be placed under my door (as you could tell at this stage I had lost all confidence that this would be communicated) which I was assured would happen. My concerns were confirmed as we never received the voucher.
Upon checkout, the front desk was clueless as to what we have experienced.
This is not a one-off issue limited to a particular individual. This lack of communication is systemic - from SPG to the Front Desk #1, from Front Desk to Housekeeping, from Service Rep #1 to Service Rep #2, from Service Rep #2 to Front Desk #2.
Again, great property, and I would probably stay here again given this is the only Starwood property in the village, but if I had to make any sort of special request I would have no confidence it would be fulfilled.
December 22, 2013
Rated 5 out of 5 by joe3678 great weekend
Great stay! The new Grill & Vine restaurant is a must for all visitors. Fantastic Food!
December 21, 2013
Rated 3 out of 5 by Andrea340 Moving in the wrong direction.
Too many additional charges. Charging for internet that barely worked is outrageous and the $9 per day per person charge to store skis is just low end. The hotel is looking tired - the spa's relaxation room is pretty basic and our bathroom shower needed to have the grout repaired and a paint job.
December 18, 2013
Rated 5 out of 5 by RDandi Hotel and Staff were AMAZING
This hotel is in the absolute perfect location in Whistler. The conference space was great and the catering was the best we've ever had. The staff made sure all issues were addressed immediately and professionally and were always available. Best business meeting location EVER!
December 16, 2013
Rated 5 out of 5 by Eva19 Pampered.
I am looking forward to book our next stay.
December 13, 2013
Rated 4 out of 5 by Skuj Great location in whistler
The only issue was it was a littel cold in the room, and we couldnt get it warm enough
December 9, 2013
Rated 4 out of 5 by AY66 Westin in December
Really nice hotel with very attentive staff. My only negative comment concerns the lack of sound insulation between the rooms, particularly those with inter-connecting doors. We could hear what was happening in the next door room and we were woken by a child crying at 4am. Otherwise a nice hotel.
December 9, 2013
Rated 4 out of 5 by Papalorne What? There was dairy in my turkey wrap.
I enjoyed my stay BUT, when I had breakfast in the restaurant on the 29th I ordered the turkey wrap and confirmed with my server that there was no dairy in the wrap. As I was part way through consuming my turkey wrap I discovered it contained cheese which was melted throughout, My server was no where to be found so I didn't get to confront him. Needless to say, I had issues the remainder of the day due to the dairy I had consumed. I was most uncomfortable during the conference I attended. If you have any idea what it is like to consume dairy when one is lactose intolerant, you'd understand. It was a waste of $30.00 because I could not eat my entire breakfast.
December 2, 2013
Rated 4 out of 5 by guesswho Like the hotel
Overall nice hotel. Only issue was finding power outlets for my phone and computer. There we no accessible outlets on or near the desk or nightstand without unplugging the lamps.
November 26, 2013
Rated 3 out of 5 by vanariesboy Need to iron out the kinks
We stayed here for the Canadian Thanksgiving weekend in October 2013. The hotel is a nice facility located right next to Skier's Plaza in Whistler Village, but service was lacking in a few areas.
I had booked a studio suite and was not upgraded to a one-bedroom suite as a Platinum member, despite them being available. We did, however, receive a studio suite on the top floor with beautiful high ceilings. Having the sun shine through the window onto the Heavenly Bed in the morning was very nice.
The restaurant was closed for renovations while we stayed, and the only available breakfast was through room service. This was a disaster for two out of the three nights we stayed. The Service Express operator didn't know what was included in the breakfast, and the order was delivered wrong twice. We waited over an hour for toast and juice which never arrived. We did, however, receive a handwritten card and a bottle of wine from the front desk manager for the trouble, which was a nice gesture.
We were hoping for some help from the concierge on local fall restaurant deals, but he went on vacation beginning Saturday (of a long weekend??), which was unfortunate.
We really enjoyed the bright and airy fitness centre, the indoor/outdoor pool, the outdoor hot tub, and the eucalyptus steam room, which I have recommended to many others. It was busy, though, so I can imagine how packed it must be during ski season.
Overall, the facility and the location are great, so I think we'll be back. I hope they get the kinks ironed out for ski season.
November 17, 2013
Rated 5 out of 5 by emmayee Westin is my home away from home
We come to the Westin Whistler at least 2-3 times a year and everyone is always friendly upon arrival and they remember your names! We just got a dog and LOVE the Heavenly Dog Bed and Bowls. Always a great vacation when at the Westin Whistler.
November 12, 2013
Rated 1 out of 5 by shirleyskier Not as good as it used to be
I expect a hotel of the Westin stature to excel at the details, as it always has done during my past stays. I found my recent stay (Aug 3-6) several irritating things that diminished my enjoyment.
1. We had a snack in the main restaurant (nachos) and they were terrible. Plain cold, not appetizing at all. I enjoy better nachos at the local pubs. The chicken add on was cubed tasteless, grilled chicken. It really needed some flavor. I also always ask a restaurant if they make their own guacamole or if it is packaged. I didn't ask this time, as I assumed at the cost of the nachos and stature of the restaurant, it would be homemade, but it was not and it was terrible.
2. The change room in the gym/pool was a complete mess. There was one clean towel and the remaining dirty towels were strewn about on the change room floor. Looked like no one had cleaned the change room in hours.
3. My room was not cleaned very well and not stocked with fresh shampoo/soap each day. We piled old dirty towels in the tub and they were not replaced or removed each day. At the end of out 3 nights we had an enormous pile of wet towels in the corner of our bathroom.
4. We were not restocked with disposable coffee cups each day. I like to make my morning tea in these cups as they are much larger than the small coffee cups. They were not restocked each day.
5. the sushi restaurant was closed every time we went to eat there (lunch and on Monday night).
6. I booked the room through Secret Suites of Whistler. Secret suites advertised that rooms with 2 queen beds were available, but the reservations clerk informed me that Secret Suite bookings were not eligible for 2 queen beds at the same rate as a queen and a sofa bed. I would say this is deceptive advertising.
7. There were no extra pillows in the room. On the King bed there was 2 decent pillow and 2 very floppy ones.
I hope to stay at the Westin again, but am hesitant to do so after my last stay. I can get a similar stay in a 3 star hotel at a much reduced rate.
November 5, 2013
Rated 3 out of 5 by LUP03 Not what I expected.
We decided to stay at this hotel, as our main reason for the trip was to do the Whistler Food Tour, and the meeting place is at the lounge of this hotel. I requested an earlier check-in (3 pm) while making the reservation, because 4pm would be cutting it close to when we had to leave for the tour. We arrived, parked and registered early. They took down my cell phone number, and said they would call me when our room was ready. It was 3:20 and no call. We went back to the front desk to inquire - this was when we found out our room was indeed ready. When I told them someone was supposed call us, she just shrugged her shoulders. The carpets down the hallway to our room was filled with crumbs and debris that looked like it wasn't vacuumed in a while. It was in the same shape the next day. The room was adequate. Dishes were clean but still in the dishwasher. I left my cleaning chores at home. I certainly didn't expect to have to put the dishes away from the previous guests! Upon retiring to bed, we noticed our pillows were stinky.. like a dog smell stinky. Thankfully we were able to sleep with our window open. For the price we paid for a higher end hotel in the shoulder season, we feel we did not get a very good value for our money. Too bad, we tried!
October 15, 2013
Rated 1 out of 5 by Sparlz Power outage
I know I can't blame the staff at this location for a power outage of in excess of 12 hrs. What I don't understand is the lack of "plan B" exhibited by the staff. By the time they offered us an opportunity to move to another hotel it was near dark and we never would have been able to pack up everything and leave to the Hilton. My wife and I stuck it out and stayed in our room, utilizing flashlights and blankets. Power was restored around 10pm and after losing the whole days use of our room was confident the hotel would "make it right" upon our departure. I have been a Starwood preferred guest for many, many, years and would expect nothing less. We were provided with a free breakfast our last day but I was shocked to receive my checkout portfolio and discover we had been charged for the lost day of the power outage. Not acceptable. We travelled to this location for a once in a lifetime visit to the west coast and will probably never have the opportunity to return. We do however have a future reservation with a Starwoods Hotel which I am now considering cancelling.
October 12, 2013
Rated 3 out of 5 by Above1 Customer service below average
Very disappointed with front desk service, would think twice before coming back to this hotel.
September 26, 2013
Rated 5 out of 5 by JoeWho Great hotel, great location
The hotel was clean & comfortable, food was great and the hotel is located at the base of the mountain - great location.
September 24, 2013
Rated 5 out of 5 by ANAB WHISTLER WESTIN WITH WEST COAST HOSPITALITY
OBVIOUSLY CUSTOMER CARE IS PARAMOUNT AT THE WESTIN WHISTLER. TOP NOTCH PEOPLE ASSISTING WITH YOUR EVERY NEED. STUNNING VIEWS FROM A WELL APPOINTED, MODERN, SPOTLESS, SUITE. DELIGHTFUL STAY. KUDOS TO ALL. UNTIL NEXT TIME.
September 23, 2013
Rated 5 out of 5 by wgr52 Wonderful Whistler
Fabulous room, awesome view and a bed that we just wanted to stay in! - well done Westin and thank you for a memorable stay
September 20, 2013
Rated 5 out of 5 by GerryI A beautiful hotel in a gorgeous location
Nobody could ask for a nicer hotel. Well located in Whistler village, it has all the required amenities and more. Stunning decor and generous rooms with excellent beds. I particularly liked the bathroom.
September 11, 2013
Rated 3 out of 5 by Jeff16 Good location but disappointing Resort
This resort advertises itself as a 4 star resort and I would disagree with that rating. Considering this is a 4 star resort we were disappointed with the facilities of this hotel. For the size of this resort we were disappointed with the size and area around the pool and hot tub. There were only about 25 chairs available around the pool and they were all occupied (Though, there was another section separate from the pool with more chairs but was part of the restaurant and was also full). They advertise 2 hot tubs and 2 pools but really it’s just one pool that has a tiny indoor section and a larger outdoor section. We were really disappointed with this area of the hotel as we were really looking forward to spending our time relaxing by the pool. What was also frustrating was that when we came to the pool in the evening (9pm) there were towels and plastic cups left everywhere in the pool area and all over the loungers. We couldn't even sit in a chair without moving a used towel. Same goes for the pool bathrooms/change rooms. Not what I was expecting from this type of resort.
Our studio room was fine with the usual furnishings and was tidy though the bathroom and tub especially was tiny.
All in all I felt that the resort only has a 4 star rating because of its name and its location. What it provides however can easily be matched at a 3 star resort for less.
September 3, 2013
Rated 2 out of 5 by Starwood99 Going downhill?
Stayed at this hotel many times and always had a great experience. I have stayed other really 'Busy' times. But this trip, service is not at par with what you pay for a 5 star hotel. my room key had issues, had to go down twice as it would never work, third time one worked. Then phoned to front desk to bring me a new second one, but they never came. There was a pleasant surprise as rm was beautiful, had really high ceilings and view of the slopes. We slept great, room was clean and quiet. Pool area was a mess. I'll still recommend this place, but warn about expecting a 5 star experience.
September 3, 2013
Rated 4 out of 5 by shirokuma Great location
If you're here to enjoy the outdoors then you couldn't ask for a better location; everything is right outside the doors. The gas fireplace gives the room a warm feeling and it's nice having a kitchenette. The rusty toaster in the drawer could use a Brillo-pad scrubbing, though!
The Aubergine restaurant was fantastic. The server was professional and attentive--she anticipated my every need. The wine choices and food (especially the warm bread) was excellent.
August 30, 2013
Rated 5 out of 5 by poolover great location, view, staff excellent
coffee, water service in room may be considered more, Bottles to go, etc. travel mug? still provided at a price, but..
August 23, 2013
Rated 5 out of 5 by Terry61 An Execellent Whistler Experience
The hotel and staff exceeded our expectations. We are always impressed with the attention to detail that is shown by the staff at the Westin. The room was immaculate, the setting was impressive and everyone went out of their way to make our stay memorable. We look forward to returning
August 16, 2013
Rated 5 out of 5 by Joey99 Westin Whistler - Excellent Stay
Had to share that we had an absolutely terrific stay at the Whistler Westin Resort. We were made to feel like very important guests, and the staff accommodated us whenever possible, thank you!
August 15, 2013
Rated 4 out of 5 by ZimboDave The staff are exceptional
We booked at The Westin for three nights to celebrate our 20th wedding anniversary, knowing that the hotel would offer a wonderful experience and that it is so conveniently located to the Whistler Village. The last time we were at Whistler was for our honeymoon! The changes at Whistler were astounding and we loved every minute.
Our stay was thrown into jeopardy though when my wife awoke the first morning with a very severe back spasm. The staff particularly Juan and Laura reacted quickly with caring to resolve the situation. Laura knew straight away who to contact for acupuncture and Chris of Whistler Integrative Wellness Centre was in our room to consult and treat. The pending disaster was soon converted into a day and stay filled with happy memories - thank you Juan and Laura and The Westin.
August 14, 2013
Rated 5 out of 5 by MattW Location and A Premere SPG Property
This is a wonderful hotel for a luxury ski vacation and for families. The location is epic -- it is right at the main gondola (I think the gondola building is even attached to the hotel), and the beautiful village starts just past the lift. Ski rentals, the ski valet, and shops are all located on the property as you walk towards the slopes. And check in for the Whistler Ski School is right outside the slope-side doors.
The rooms are large and quiet, with kitchenettes and fireplaces. And the staff is wonderful, with a great attention to detail. The concierge can have all of your lift tickets, rental vouchers, and ski school material ready at check in.
This Winter will be the fourth year in a row for my family. I'm looking forward to another perfect stay.
August 13, 2013
Rated 5 out of 5 by Grannyfrannie The Westin Experience!
The Westin Group is always our preferred place to stay and The Westin Resort and Spa at Whistler is no exception. A beautiful property; a very warm welcome from the Bell-boys/Concierge to Reception.
Our room was spacious, beautifully fitted out and, of course, the Heavenly Bed.
Excellent recommendation for excursion and restaurant.
We had only allowed for one night at the resort and wish it was more. We will look forward to our return. Fran and Dex
August 9, 2013
Rated 1 out of 5 by Stepan great hotel with poor service
The Westin is probably the best Spot in Whistler. It is a beautiful Hotel that I would love to stay at if there was not a couple of People who successfully have made the stay a disaster. I was was considering back and forth a long time if I should share my experiences and came in the end to the conclusion to share my both good and bad experiences in the Hotel.
Let's start from the beginning:
Coming from a Business trip in Las Vegas I wanted to add a couple of days of fun and decided for the Westin. After booking the first night I wanted to take the offer of extending for a Special rate, which I was refused. Since the booking was not very long in advance and I was scared of not getting a room for the second night I have stopped the discussion with the reservation agent and booked a night a different hotel in town. When I arrived in the hotel the bell man thought I was the limo driver. To be honest, this was the nice one and I could really laugh about it. The other thing that happened was pretty unfortunate and I could not really laugh about it. After telling the reservation manager what happened with the extension night she apologized a offered me the room to that requested rate. Unfortunately after this was rejected in the first place I had to take action and booked another room, which at that point of time was not cancelable anymore. So I have asked the manager for a solution, which she was not able to offer me. For the rest of the stay I was pretty upset and angry, which is a pity because I could not enjoy the beautiful hotel and the day off.
August 9, 2013
Rated 3 out of 5 by Skier29 Disappointing customer service
I had to stay in a hotel in Whistler for a night as my condo was being renovated and thought the Westin would be a reliable choice. However, I was very disappointed when we could not check in at the check in time (4 pm) and the staff weren't even able to tell us how long it would be. I left my phone number with them so they could call when it was ready but still hasn't heard anything an hour later. I went back to the front desk and was told the room was ready but no one had called because they had been too busy. Neither of the two staff at the desk were apologetic about any of it. When I did get into the room it was clear that the cleaning had been rushed, as there was still a lot of the prior guest's shaved beard in the sink in the bathroom.
August 7, 2013