Rated 3 out of 5 by Disappointed2222 Disappointed
I typically am impressed with the service, facilities and treatment at SPG properties,but not this one. Upon arrival, I identified that I was an SPG Gold member and received no recognition for this whatsoever. I was lectured that because I was in a room contracted by my corporation, my Gold status "didn't count". This is not how you run a brand loyalty program. I not only travel on corporate rooms, but own an SPG Vacation property, and have input to where my corporation finds lodging.
Also, the tub in my room did not drain properly (a pet peeve of mine as I don't like standing in ankle-deep water while taking a shower).
December 15, 2012
Rated 5 out of 5 by cuculich220 Will Return
Everything was very clean and very new
September 30, 2014
Rated 3 out of 5 by AttorneyTim Very Disappointed
As a resident of the Indianapolis area, I know that the city and hotels take great pride in their hospitality and it showed at the other SPG property downtown...NOT this one...i checked in to use the room for an event on Friday and was stunned by the poor treatment at the front desk...at check in I asked to have a King room as my platinum upgrade...which wsn't openly offered...i was told by the clerk that "the hotel is booked fully for 5 days"...at which time I took my phone out and used my SPG app to prove to her that I could book a King room on the Club level right then...with no explanation or apology..she went about her business...the front desk manager then came out and she asked if she could move rooms around and he basically said "no"....he never acknowledged my presence and walked away...stunning...is that how you treat Platinum members??..Not even an offer of free breakfast or something to make up?...I know they had a big convention that weekend but to basically deceive me when I knew that had Kings was wrong...they offered to allow me to wait "at least an hour" while they cleaned a room...after their start...I didn't believe what they were saying so I took my two bedded room...which was possibly the worst room in the hotel...overall this hotel has a terrific location...best in town...could be a top notch hotel...but their performance this day was way below SPG standards and the standards of service which Indianapolis is known for...as I said...Very Disappointed
October 15, 2012
Rated 3 out of 5 by MikeScott55 Housekeeping staff unacceptable
My stay was for 2 nights. The housekeeping staff never entered my room to freshen it up, leave new towels, etc.
October 22, 2014
Rated 1 out of 5 by Funguy The hotel leaves a lot to be desired!
I checked in and was informed the valet was not available and I needed to park several blocks away. I asked for late check out on my last day was also denied that as well. No recognition by the rude staff of my Platinum status. The hotel room smelled musty and like paint. All around not a good experience.
October 19, 2014
Rated 5 out of 5 by Russ28 Great Hotel!
Very nicely appointed hotel with great features. Room security is top notch. only complaint was the front desk clerk failed to inform us as to how to work the elevator and we met other guests who experienced the same problem. You have to place your room key card against a sensor in the elevator, if you don't, you will go nowhere...upside, this is a great security feature! Everything else was excellent for our stay!
July 29, 2014
Rated 1 out of 5 by obstacleracer76 Worst Westin Ever!!!!
I have been loyal to the SPG brand for years, as a Gold member I have stayed at many properties t/o the country. I have never been more disappointed in a hotel in my life than I was with the Indy Westin. The staff were not in the least bit accommodating or even courteous. My wife & I were made to feel like a bother when we asked for anything. This property needs to work on customer service as its far from the SPG standard. The rooms are rundown & dated,,,not much of a value IMO. We will spend our money somewhere else in the future & I suggest you do the same.
March 9, 2013
Rated 2 out of 5 by Manju 20 years later and they still mess it up.
I got a room here for one night; apparently the hotel had over booked because of a conference in town. As I was checking in the front desk clerk told me the room would be refunded as he was putting us into the “Governors Suit”. It turned out to be a glorified conference room with only a hide a bed, hence the refund. Since it was being refunded I didn’t complain as the room didn’t meet my expectations. I had also asked for extra pillows as the hide a bed had none and was assured they’d be in delivered to our room, they were not. I also had to put a $50 hold on my card for extra’s which is typical.
Now the real problems, I was told the refund and hold of $50 would be back on my card within 5 days, today is day 8 and neither refund are back. The bank said the $50 hold wouldn’t be released until 14 days. The refund is still in the air as I got the room threw Priceline for $171 total. I’ve spoken with approximately 5 people from the hotel, all said the refund was on its way but when I talked to Priceline they said the hotel tells them that there is no refund due.
Needless to say I am mad, and to top it off the last time I stayed at the Westin, 20 years ago, they refused to give me back my room deposit. They got a second chance and blew it, I will never stay at any Westin our members of their parent company again.
November 2, 2012
Rated 1 out of 5 by Malamute Better choices downtown
I was in town for the Big 10 Championship football game 11/30/12. I don't like hotels with the electronic mini frig and if the $5 candy bar moves, you get charged for it. This hotel even had a couple more sensors on the desk for overpriced bottle water. In fact, all the plugs were occupied which lead me to charge my phone from an outlet behind the chair. Hence, I left my charger behind. I called a couple hours after check-out and Security went up to the room and found it. They assured me it would be there for me. My husband, who was still in town, forgot to stop by and pick it up. I called the next day and Security offered to mail it to me IF I gave him my credit card number over the phone. I was not comfortable giving my credit card number over the phone especially for only $2. I would be back in town the following weekend to pick it up. When I arrived a week later, the front desk clerk told me the computers were down and they could not locate the charger without it. The clerk took my address and phone number and promised to mail it to me. When the clerk learned that option was already offered to me by Security if I gave the man my credit card number over the phone, he was shocked and wanted to know the person’s name. [My instincts were right and the Security employee shouldn’t have asked for my credit card number.] The clerk assured me when the computers were running, he would over-night the charger to me. Well, another week has passed and I have not received my charger. I called today, and the front desk clerk, Emily, would not refer my call to the manager and instead forwarded the call to Security (the same people who wanted my credit card number) who did not answer the phone.
December 17, 2012
Rated 5 out of 5 by MHIndy Great hotel
My wife and I had a night out - w/o kids - and stayed at the Indy Westin. The staff was very nice and attended to any of our questions. The Indy westin is a great hotel.
Nicholas at the front desk took extra care of us and we sincerely appreciated it.
The hotel has been renovated and it looks very nice. The room was great - new, clean and spacious. The location of the hotel was perfect - able to walk to the mall, quick cab ride to Mass Ave, etc
We will definitely be back! Hopefully sooner rather than later.
March 10, 2014
Rated 3 out of 5 by cheermom crazy room set up
When we checked in at the Westin - there was nobody at the desk. After waiting for close to 10 min, we finally asked the valet to call somebody. The man that came out to check us in was rude & acted like we were inconveniencing him. After he typed all the necessary info into the computer - he answered a phone call & handed me my room key with the number written on the card. I stood at the desk for a bit longer & he finally turned his back to me - guess this signaled he was done with me. Upon entering our room - there was no closet, no luggage stand. Will we stay at the Westin again - possibly. We were there for a large cheer competition & it was convenient with the skywalk to the convention center. We were disappointed in our room set-up & the rudeness of the reception person.
January 18, 2012
Rated 3 out of 5 by Manju Great location but...
Great location. The public areas (restaurant, lobby, meeting rooms, etc) and staff were Westin quality. The rooms were not Westin quality. The double queen bed rooms were not queen beds, they were full size double beds. The bathroom was very small and dim. The water pressure was very poor, in the whole hotel not just my room. The sink and tub did not drain properly and the shower head was coming out of the wall. The front desk staff, conierge, housekeepers, meeting staff were all top notch. But the valet was a joke. We arrived Friday night an valeted. Saturday at noon we left to walk to lunch and our car was still in the driveway with the keys in it from 20 hours ago! No one knew why. No one called us. No one moved the car. I'm glad it didn't storm, or worse, no one drove off in it.
June 18, 2012
Rated 5 out of 5 by Wesm Anniversary Celebration
The concierge Aleksandar and Sarah Schantz teamed together to make a memorable stay. Nicholas the GM contacted me for special requests. Sarah is I assume one of Nicholas administrative staff. I requested 20 roses in a vase with 4 roses for their petals. I also requested a bottle of champagne. We arrived to our room with a bottle of champagne and congratulatory note. The roses were beautifully displayed in the bedroom and Aleksandar had the rose petals in the shape of a heart on the bed. Nice extra touches and I highly recommend the hotel as the service was exceptional. The day time concierge gave us excellent recommendations for lunch and shopping. Great job!
May 21, 2014
Rated 5 out of 5 by Dennis7 A great meeting place
Our FBI conference held in the hotel was a great success and the facilities were superb. The guest suites were very comfortable and the amenities were top=notch.
September 6, 2014
Rated 4 out of 5 by MRalph Enjoyed my stay, but...
The hotel was very nice & what I would expect from a Westin. I was, however, disappointed to discover that when I wanted to print out a boarding pass, there was a per-minute fee for the computer and a charge for the printer. I did not use the hotel printer but left my conference early to get my boarding pass at the airport.
November 9, 2011
Rated 2 out of 5 by Manju Unsatisfied customers
Upon arrival, the front desk was very nice and helpful. The lobby is beautiful, but the hotel is in need of an upgrade. The room was very dark, and the desk outlets are inconveniently located. There was no vending area in the entire hotel, only the ridiculously-priced snacks in the room. After searching for an ice bucket for 10 minutes, it smelled so badly we didn't dare use it. The only helpful employee was housekeeping. We stayed one night to attend a football game the next afternoon. We missed the breakfast, so we went to Shula's to grab some lunch before heading to the game. The hostess at Shula's was very rude and short and asked if we had a reservation. We weren't aware we needed one, so as she sighed heavily, she informed us we would have to wait while she "checked to see if someone could wait on us." After 10 minutes, she informed us someone would get our table prepared. It would be about three minutes. 10-15 minutes later we were still waiting, so we left. It was a very smug and snooty greeting considering we paid $255/night to stay in the hotel and we were not just people walking in off the street to eat. It was a very overpriced, unpleasant experience.
October 21, 2012
Rated 3 out of 5 by IndyTraveler Average experience
I travel to Indy on a weekly basis.
- Easy access (< 0.5 mi) to the Wapahani Trail by the river. There's enough trail to do at least a 4.5 mile run (total).
- A few good dining options close by. I like Panera Bread, Champps, Pita Pit, and Cafe Patachou
- Front desk people are generally friendly and willing to help out for special requests
- Sometimes it's hard to get a hold of somebody via your room phone
- Snacks in the club room are great (water bottles, yogurt, juice, sometimes fruits, chips, snack bars, etc.)
- The breakfast provided in the club room is SPG standard, nothing great. It would be great to have something freshly prepared instead of the typically stale SPG eggs/toast/etc. Some kind of collaboration with Cafe Patachou would be AMAZING.
- Workout facilities are pretty solid options with plenty of space.
- Very comfortable, though I typically bring my own pillow, since I'm pretty picky
- Dual shower-heads don't add much to the experience
- I've had to switch rooms multiple times because the tubs would not drain
- No bathroom vents make it difficult to shave after showering
- Parts of the room have been updated (i.e. wallpaper, tv's)
- Parts of the room need to be renovated
(carpet, furniture, bathroom vents)
- Room feels a bit stuffy
April 16, 2012
Rated 5 out of 5 by AAWJGN Very good hotel!
Everything at this hotel is TOP NOTCH. We loved staying here! The only thing I would improve upon are the prices for room service or the mini-bar. $25 for a 2 egg breakfast is not an acceptable price for breakfast.
August 21, 2014
Rated 3 out of 5 by Atif Nice Hotel
Everything was fine except that there was no shower curtain in my room which I found out in the morning. The staff brought in the curtain quickly but the whole situation put me behind schedule by 20 mins.
October 3, 2014
Rated 5 out of 5 by WONK07 Long weekend
My wife and I stayed for three nights. In town for an event at Lucas Oil. Hotel was GREAT! Centrally located to all of downtown. Staff was accommodating and very friendly. Room was beautiful.
August 11, 2014
Rated 5 out of 5 by JDM2014 Truly enjoyed my stay!
My reason for being at the Westin Indianapolis was for a conference related to my work. But, my stay in the hotel exceeded my expectations. The helpful and courteous staff assisted with check-in and parking the car and happily answered questions that I had. Each encounter with a staff member made me fell extremely welcomed. I look forward to the next opportunity to stay at the Westin, in Indianapolis.
July 25, 2014
Rated 2 out of 5 by disappointedwestinguest decent hotel but construction is poor so you hear corridor noise and weak gym as well
You need to engineer your hotels so that whenyou are in your room the windows block all outside noise, and the doors and walls block all noise from guests in the hall. In addition, the gym is weak and lacks adequately heavy dumb bells and free -weight equipment. Big disappointment that they didn't ask people who actually work out what equipment should be included.
July 25, 2014
Rated 5 out of 5 by deerisle Great service and location
This hotel is in a convenient location in downtown Indianapolis. The staff was very helpful, and the club lounge was nice (evening apps and morning breakfast items). Several of the staff went out of their way to make sure that I had a nice stay and found my way around the downtown area.
The rooms are what you would expect at a Westin-- very nice and quiet. A good business or convention hotel.
The only drawback was that the hotel restaurant is an expensive steak restaurant. The menu looked great, but I wasn't in the mood for a $50 steak.
October 29, 2011
Rated 5 out of 5 by Holmsc Excellent, extremely helpful
We were in the city for the Big Ten Tournament and, unfortunately, had to stay in Carmel for the first days of the tournament. We were able to get a reservation for Saturday at the Westin. Check-in is normally at 3:00 but I was sick that morning so I called to see if we could get an early check-in. After I explained the situation, the person at the front desk was extremely accommodating and said there would be a room available when we arrived at 10:00. We certainly appreciated that we were able to check in early. Thanks so much!!
March 17, 2014
Rated 2 out of 5 by torch77 this hotel has poor staff?
when I finally got through to motel to tell
them I would be late ,they told me my reservation was cancelled & not to come?
while I was looking for another motel
my wife called and they told her to come
ahead my reservation was going to be
honered? had many other problems
with staff finally just left early& checked into another hotel. on a positive note
maids were very friendly & did a good job.
July 12, 2014
Rated 5 out of 5 by JKR2014 Comfortable hotel with great guest service
Wonderfully comfortable beds, and pleasant room. Conference facilities and food very good.
July 24, 2014
Rated 2 out of 5 by Home67 Hotel experience
Upon check in the hotel smelled of sewage and it was obvious that the air condition was not running throughout the hotel lobby. Our room smelled of cigarette smoke, we called the front desk and they sent a staff person to our room where they sprayed air freshner. (It did absolutley nothing). The following day, around 12:30 we called house keeping to inform them we were leaving and to please refresh our room.
We arrived back around 5:00pm and our room had still not been refreshed, we called house keeping again and they stated they would send someone up. 1.5 hrs. later we still did not see anyone from house keeping. We have stayed at Westins before however this was the worst service we have ever experience.
September 1, 2014
Rated 5 out of 5 by DCFan What a pleasant return to traveling!
After a long time off from traveling I was amazed by the welcome back I received which started by a phone call to check prices.
Not expecting to find availability on a huge weekend of festivities for any sort of reasonable rate, boy was I surprised when the phone staff adeptly worked out arrangements for our stay.
From there, our interaction with the front desk and everyone at the hotel was top notch.
Check out the concierge level and splurge a bit - you won't regret it. What a staff up there! They have a ton of personality and are crack professionals at what they do - don't miss it.
What a great stay!
Thank you Westin Staff.
August 1, 2014
Rated 1 out of 5 by Alfredo2008 Horrible Customer Service
Staff was uninformed and not at all helpful. Asked staff for casual dining options. One stated they're around and the other sent us to a closed restaurant. There wasn't any shampoo in the bathroom. They were to send my invoice via email, they didn't and when I telephoned I received an outgoing voicemail message stating all requests need to be in writing. Not at all customer oriented or caring about customer service.
September 17, 2014
Rated 3 out of 5 by DrDH Inconsistent
Came in requests my usual type room. Told it wasnt possible and fortunately a more seasoned person came and made it happen. Tried to check out at around 7 AM. Long line with only one person working the front desk. Manager came in and went into office and didnt help reduce the wait time at all!! I left and returned twice for the line to go down. Finally did third time. I let the person know she should be helping and was told that is what she is going to do. I told her...the line is already empty now. Room wasnt refreshed the second night. One day got the Wall Street...other days didnt...
August 25, 2014