Rated 3 out of 5 by Mike46 Good rooms, Service and SPG recognition below expectation
I recently stayed at this property the first time. On the first glimpse it makes a good impression. Check in was fast, however no mentioning about status, and no upgrade even. The room assigned was not even on the higher SPG floors.
Room it self was nicely furnished and had enough space. Bathroom is very nice with separate shower and Tub.
Downside if the room is the AC. It blows directly onto the bed without the possibility to adjusting it. Also you can only put it to automatic or off. On automatic you consent lay have the AC switching on and off.
I opted for make a green choice, no need to change linen, towels after one day. However this means, that nothing gets done. No replacement of water or coffee/tea from the coffee maker.
Biggest letdown is the executive lounge. First morning I arrived I was shocked: the hotel allows people that freshly come from their morning workout into the lounge stinking and sweaty. I couldn't believe my eyes. On the second day as was there earlier and was alone, alone as also no staff was there. They do not provide hot water for tea ( which selection wasn't refilled from the day earlier) in the lounge, but the service gets it for you. As there was no service personal in the lounge in the 15min I stayed there, obviously no tea.
Else the breakfast selection is quite good.
July 13, 2014
Rated 3 out of 5 by Boscotti Service needs improvement
Overall this is a nice hotel that could be better if the needs of guests were more of a priority. I stayed a Friday and Saturday night. Saturday morning starting at around 5 am, I was awakened by loud beeping from heavy equipment which continued for several hours. I wasn't happy, but assumed this must be from outside construction activity and beyond the hotel's control. I went downstairs for coffee just before 9 and discovered the source of the noise was power washing equipment being used by the hotel to clean balconies. I spoke to the front desk about it, and was greeted by indifference - being told simply that it would probably soon be finished. The following morning around 8, I was in the lounge using wi-fi when someone started testing the maximum volume capabilities of the room's very impressive sound system - by repeatedly playing very loud music for several seconds, then abruptly shutting it off. Otherwise, a nice hotel in a struggling city - but I am not sure I'll be back.
May 23, 2012
Rated 2 out of 5 by MrBeltre Do Not Stay Here
I was awoken by the plumbing every morning at 6:30 am. A guest SHAVED AND SHOWERED IN THE POOL !! DISGUSTING !! and the TV On Demand System did not work properly for our entire stay, Two of the Staff members were not polite? Westin is a nice chain but this hotel stunk.
May 20, 2012
Rated 2 out of 5 by itravel2much Unclean
Tried to pull up in front of hotel but pizza delivery car had been allowed to park in a spot that left my vehicle back end out in the street. Room was filthy: several hairs on night stand, dust on phone beside bed, chips in couch cushions, make up smudge on bath robe.
December 24, 2012
Rated 5 out of 5 by Johnny33 Excellent stay, as always
Over the past year I've spent considerable time in Detroit and the Westin Book Cadillac has been consistently a great hotel experience. From the hotel design, room size and cleanliness, and friendly helpful staff, I look forward to staying here
December 20, 2013
Rated 5 out of 5 by Kelschatz Truly Rejuvenated....
Our experience here was certainly one that won't soon be forgotten. This was just a short getaway for my husband and I , and our first chance to do so since our wedding/honeymoon in 2011!!! At check in I was chatting with the rep who was taking care of me and that came up in conversation..that it was loooongg overdue. She immediately "upgraded" our room...and about 40 minutes after getting settled into our room, a complementary bottle of champagne (Veuve Clicquot ) and two glasses was delivered! ! This was just the beginning of a very comfortable, classy stay. We had a great breakfast delivered to our room along with a pot of coffee and oj. Along with breakfast we opted for late check out, which allowed us to relax in room until. 4 pm! ( We had the rejuvenation pkg) only drawbacks....the maid service walked in once and knocked two seperate times after telling her we had late check out...Starbucks coffee isn't for everyone, I'd request something a little milder next time. No newspaper, but we would've only read the sports section anyhow! Thanks Westin..it was amazing!
January 26, 2013
Rated 5 out of 5 by Crissy I will visit again and again...
Very clean room, respectful and professional staff and customer service. The way they greet you is so nicely manner. I love this hotel.
I would strongly recommend this hotel to everyone 5 stars.
April 13, 2013
Rated 5 out of 5 by Tregg01 Wonderful First Impression
Our first visit to the Westin Book Cadillac and it was impressive, indeed. We were celebrating our wedding anniversary and, as SPG Gold members, upgraded to a very spacious two room suite. The room was beautifully appointed and we could not have been more pleased. The quality and look of the furnishings was top notch and we really enjoyed the large bathroom with separate bathtub and shower (with dual head).
Although we did not have an opportunity to sample the food and beverage on offer, the restaurants and lounges looked busy and we look forward to enjoying on our next visit. Front desk was very responsive when we asked for a late checkout.
May 23, 2012
Rated 1 out of 5 Rude
The staff could not have been less helpful. I know they were busy and I was not the only guest, but I am a paying guest and you did not seem to care.
June 1, 2012
Rated 1 out of 5 by MOSSINT Worst 4 Star
The bed had brown spots, valet had to be called from my cell phone after 15 mins, the panhandlers actually do a better job than the staff. just awful
February 12, 2014
Rated 1 out of 5 by DissapointedintheD Do Not Stay Here!!!
-Parking was backed up with only 1 attendent on Sat.., the wait was 45 minutes just to park. I parked my car myself it was a big arguement to cover it the next day. When the desk clerks were made aware of this they said "its not our problem, its a private co.!, snotty".
When we entered our room the carpet was badly stained and we could not change rooms because of over booking.
The shower head had been replaced with one that did not move and you could not aim it.
When we went to bed the thrermastat was broken and the heat was unbearable, the staff came up twice and could not fix the problem, we sweated all night beacese they had no other rooms.
The next morning in trying to get a little off our bill because of the problems the snotty front desk people again found it very hard to even give me $25 off my bill. So in the end all we got off the bill was $25 & my parking was $15 alone. When I complained about this somehow no manager was available.
This was a terrible experience and not a typical WestIn. I am originally from Detroit and it was very upsetting to see the type of people and parking sub contractor this hotel chain has hired.
May 23, 2012
Rated 5 out of 5 by Browntee6 First Impressions have lasting impressions
Beautiful View, Very clean and romantic!
Who said you have to leave out of the state to experience royalty!
August 29, 2012
Rated 5 out of 5 by FaerieGoddess Great Service
This was my first time staying at a Westin hotel and the service was great - from the valet, to the front desk, to the room service to house keeping. We were there to celebrate my birthday and had forgotten plates and silverware for the cake - we called roomservice and they brought up some for us no problem When they brought it up they noticed the cake and wished me a happy birthday. About 15 minutes later another room service came up with a bottle of sparkling wine with a card compliments of the hotel!
The only thing we were disappointed in was the pool closed at 10PM. I would have liked it to be open later, with an adult only time frame.
March 19, 2013
Rated 3 out of 5 by Paula20 Feedback
I have been a great fan of SPG however my recent stay did not meet my expectations.
I checked in to the hotel on Sunday night at 2 am only to find that phone in my room was not working. I had to have engineers come up to the room to fix the phone.
In the following days there were many smalls things that bothered me that included getting wring dinner items delivered etc. But what really inconvenienced me was the wireless service. For two days straight the wireless network did not work as expected. The network was extremely slow. The front desk did not have a good response to the situation and did not seem very informed about the situation.
February 23, 2014
Rated 5 out of 5 by bridesmaid4life Incredible Event Location!
On top of the actual hotel room receiving 5 stars, the event space and staff is what really exceeded any expectations I had. The entire event was spectacular - from the cocktail hour through dinner and the overall service and ambiance, I have never been to an event that I could not find one thing that I did not enjoy!
I would COMPLETELY recommend this property to anyone looking to host a remarkable event!
**Also, I have never received such exceptional bar service and would like to personally thank Jill and Patricia on behalf of all the wedding attendees for doing a phenomenal job!!
September 3, 2014
Rated 5 out of 5 by KMB01 Impressionable Experience
This was my visit to the Westin Book Cadillac, but it will not be my last. I was very impressed with the atmosphere from the second I walked in the door. My experience with the Guest Agents was very pleasent, from booking my reservation with Kevin, to getting checked in by Ivory. These two represent exceptional customer service. They went over and beyond to accomodate me for the long line at the front counter. Last but not least, the appearance of the room was breathtaking. I could not find one single thing to complain about during my stay. I have been bragging on your hotel since I walked in the door. I can't wait to come back to visit.
February 17, 2014
Rated 4 out of 5 by jm05 Great rooms, a few problems
Our stay was wonderful overall. The valet and bellman staff were great! The check-in desks didn't seem to be properly staffed upon check-in though. The lines were very long and moved slowly. Our room was ready as promised but many of the other people checking in at the same time were told that their rooms were not done being cleaned yet. The room was very spacious and beautiful. Queen size beds instead of doubles would have been nice. The hotel was probably at capacity and the staff seemed to do the best they could. It seemed that the hotel could have used more staff at times over the weekend in order to meet the demand
July 28, 2014
Rated 3 out of 5 by cd30600 4star experience 5 star price
Huge traffic jam at Valet with rude personal. Our room was not ready at 3:45. No advice on what to do was given other than to say come back in half an hour.In half an hour there was a line 10 people deep at the front desk. Needless to say we were not impressed with the ability of the staff to handle a large amount of people efficiently.
When I finally got the chance to speak to someone about it, I got a litany of excuses, but no sense that anyone really cared.
Bottom line, very disappointing experience.
Note to management, while the facility is nice, it is the staff that make or break the experience.
December 14, 2011
Rated 5 out of 5 by MichiganFamily3 Another great stay
My son & I attended a show at the Fillmore and this location is perfect. We valet the car, check into the room, and are able to walk to the show in a few minutes.
We did the same thing last year and will do it again next time we're in the area.
Just a side note, the lobby is on the second floor. It's a little confusing when you walk in and we didn't see any signs that said where the lobby was so we asked another guest. From there it's a quick check-in, the staff is very friendly and the rooms are nice.
Also it's $8.50 per day to use the internet and I was charged twice for this. I called the billing discrepancy line and they took off the extra charge.
April 10, 2014
Rated 5 out of 5 by JoeY20 First time in Detroit
Normally my wife and I have not had the best experience staying at Westins. This stay blew our mind. Never have we seen such customer service at any hotel from Eduardo helping us with our room to Matthew being so welcoming in the dinning room for breakfast. I especially was impressed by our waitress Lisa...friendly, helpful and overly accommodating. I highly recommend this hotel. We truly felt platinum. Looking forward to returning.
September 28, 2014
Rated 1 out of 5 by QuincyP No hot water and no new room
We booked this room as a special treat for our mother so she could attend a family event. Unfortunately, when she got back to the hotel after the event (around 11pm), she had NO HOT WATER to take a bath. Maintenance was called and the first responder worked on it for a while and left saying he would call back with status. No call. Maintenance was called again. Second responder appeared and said first responder must have finished his shift and left. Second responder worked in the bathroom for almost an hour with no success. Needless to say, it was around midnight with no resolution. With a legitimate fear that COLD showers would be required in the morning, mom did NOT sleep. Not cool and not acceptable.
Question: When it was soooooooo late and a 75-year old women was in a room with no hot water, why wasn't she immediately given a new room? And, why wasn't she reassured that she would get a key for a new room in the morning to take a hot shower?
In the end, after having a non-relaxing evening, unable to clean up before bed, and worrying about the prospects of a cold shower the next day, a miracle happened and she did have hot water the next morning.
When she checked out, she was "compensated" with a $15 voucher for parking.
For the amount of points used to get this room, it definitely did NOT provide the special treat and relaxing room that we intended. In a case like this, we probably should have had some/all of our points credited back...
The sad thing is, we really want to like this hotel. We've had a couple really good visits and a couple not so good visits #loud pool area construction and odd shaped rooms with no windows#. We will likely visit again and hope to have a better experience.
November 26, 2013
Rated 3 out of 5 by LL221 Room not what I expected
I planned a surprise one night getaway for my husband and myself. I wanted to splurge on a nice hotel so we could relax and feel a bit spoiled. All of the staff we encountered were wonderful, polite, and engaging! We had a great time at the hotel bar, Moto, and enjoyed drinks to watch the end of the Tigers game. The location of the hotel is perfect and within walking distance to great places to eat and drink. I was a bit disappointed in our room as far as comfort. The bed was comfortable but the pillows were flat. I was very much looking forward to experiencing the Heavenly bed I had heard so much about! We have a toddler so we look forward to extra sleep! Each time the heater clicked on during the night it made a constant rattling sound so neither one of us slept that soundly. As far as the Heavenly shower (which I was also looking forward to!) did not meet expectations. The water pressure was low and when I turned on the extra shower head for the Heavenly effect - it made absolutely no difference except the water pressure became even more weak. The last thing that disappointed me was the TV. After we had a nice dinner out we just wanted to relax in the room. As the night went on the reception (?) for the TV became worse and worse. You couldn't see the picture because about every 30 seconds the screen became very broken up which fully impaired seeing anything.
Fortunately, to end our stay the next morning our room service breakfast was excellent! The food and my latte were very good. The staff who brought it to our room was extremely thorough making sure we had everything we needed before she left.
All in all - the overall comfort of our room was disappointing but all other aspects of the Book Cadillac were wonderful!
April 9, 2012
Rated 3 out of 5 by IslandInTheSnow Good, but not as good as Before
I love this hotel and location, and stay here very often, but this is the 2nd time I feel disappointed.
The first room I checked into had gook on the carpet, so I switched rooms, and was put in one directly across from the building being demolished across the street. In addition, simple things you expect from house-keeping were not taken care of: removing old coffee cups and replacing coffee, for example.
This is my 2nd trip where the valet service was extremely slow.
I also just attained Gold status and this was not really acknowledged.
I like the hotel. I will return, but I hope they pick up the service back to the levels they were at a year ago.
September 22, 2013
Rated 4 out of 5 by sueblue15 Motor Bar Staff
The hotel was great, clean, and staff were friendly. There was one staff member who went above and beyond her duties. Eunice, the server/waitress working on Saturday February 15, 2014. She was the only person on the floor, and she held her own.
She was knowledgeable, professional, mature, and friendly. She was able to cover all sections on her own, and the place was packed. We asked how long had she been working there, she said with a smile "this is my 2nd week on the job."
If it was me I would of been stressed out, but not Eunice (sp) she kept her cool and carried on with her work. I really want to acknowledge her for making our Valentines Day Special.
February 17, 2014
Rated 2 out of 5 by PJ201408 My Experience In This Beautiful Hotel
This hotel is beautiful and has numerous courteous and helpful stuff.
This hotel also requires the guests to cancel the reservation 48 hours prior to arrival if needed. Also, the check out is at 11:00 AM and the check in starts at 3:00 PM and sometime earlier if rooms are available.
Therefore, one would expect to get in their hotel room if they arrive after the check in time has passed. i.e. rooms are ready for guests to move in as soon as they arrive after 3:00 PM if not earlier.
One would expect room assignments for guests attending a wedding that is being held at this hotel get the highest priority. Among this group, guests that have SPG status might be given even a higher priority.
Unfortunately this was not the case in this particular weekend. Guests were left to wait around for hours for room assignment after traveling LONG hours to get there.
Our Bride was assigned to a regular room (instead of a bridal suite) which was next to a room with a bunch of loud people next door where both rooms shared the same entrance hall way!
Some SPG status guests had called the hotel from the road to check if their room was ready for them when they arrive and was told yes. And, when they arrived, they too had to wait for hours for their room assignment.
The whole operation was chaotic. Guests were told that hotel was full and hence problems with the room assignments. I am sure this was not the first time hotel was full. If janitorial services could not get the rooms ready on time when hotel is full, additional help should have been planned well in advance.
All in all, I am so disappointed in this hotel that if I have to stay in Detroit in the future, it won't be in this hotel.
October 11, 2014
Rated 5 out of 5 by care528 Great Staff!
We were looking to purchase a soft drink after the auto show charity preview and stopped a couple employees to ask them to direct us to a vending machine. They indicated there wasn't one, but they offered to go and get us something outside of the building. One was the bell captain (who had just finished his shift but still offered to go out) and another was a young man, African American with glasses. It was very late and we didn't want to make anyone go outside - the young man (not the bell captain) told us to wait for a minute and he returned with a soft drink. It was so thoughtful and kind!! We appreciate their care and concern to get us what we needed.
January 19, 2014
Rated 3 out of 5 by Mike48236 Needs improvement
The cleanliness of the room was an issue. I am from Detroit and love this hotel but worry they are not going to keep up with capital improvements. The carpet had heavy staining to the point of being damaged and the ceiling had some significant markings as well.
The staff didn't meet my expectations because they did not pick up my breakfast door hanger despite being on by 11pm. However the Service Express was super friendly and got our breakfast order up very fast when I explained the situation.
Overall I love the place and what it is doing for downtown Detroit but please make needed repairs to rooms as they get wear and tear.
October 14, 2013
Rated 2 out of 5 by eddy85xu Need improvement on Staff Responsiveness
Imposed double charges on both my corporate card and personal credit card. Called the manager 2-3 times and take more than 2 weeks to reverse the charge on my personal credit card. Also imposed parking charges on the bill although I parked no cars.
October 3, 2014
Rated 5 out of 5 by Halpy82 Awesome Experience
My wife and I enjoyed a weekend over night stay at the Westin Book Cadillac, and it was breathtaking. I had worked as a valet at the hotel from1948 to 1954, and the experience helped me to grow from an 11th grade boy to a first year teacher and then to an educator with a thirty-nine year successful and rewarding career. I couldn't wait to see the changes made to the hotel after nearly 60 years. We took a tour of the hotel with the concierge, and everything we saw was a feast for our eyes. While I remembered the hotel with 1200 rooms, the new Book Cadillac now has 463 unique guest rooms. They are larger, fresher, modern and comfortable with handsome bathrooms, ample closet space and consideration for travelers who need outlets for electronic devises; and we can vouch for the comfortable beds!
The restaurants, under the leadership of extraordinary chefs, offered interesting menus and wine lists. The Roast is one of the best restaurants I’ve ever experienced, and the oatmeal in the Boulevard Room is a surprising delicacy on its large, inviting breakfast menu. Our meals were delicious, and the service was warm and responsive throughout the hotel. We will return to check out the other dining experiences from the WBC Coffee, the Motor Bar, the Italian Garden Restaurant, and the 24 Grill to the Esquire Room and the Founders Room. The “Book” has it all!
A single weekend is not long enough to truly explore the greatness of this hotel, even with an experienced tour guide like the one we had. We happened to see a wedding party. In fact, the bride and her happy bridesmaids joined us in our elevator. We decided to look more closely at the banquet facilities and were amazed by the variety and sizes of the awesome rooms.
The great Ballrooms have been reborn: the Venetian, the Crystal, and the Woodward Ballrooms are available for any kind of special event. There are also locations for large or small groups to gather for meetings or parties. We could see why the Westin Book Cadillac is the host again of so many special occasions and conventions!
The hotel offers a business center, a fitness facility, a pool and a great spa; and there are several locations in the hotel where one can have a quiet drink and read or sit with a mobile device.
The top five floors are like a separate world. The condominiums are home to many who prefer downtown life in the city or who live in the suburbs and enjoy a weekend in luxury with family and friends at the restaurants, theaters, opera and events. I understand that some condos are still available for purchase.
We were also impressed by downtown Detroit. We were there on the weekend, and on Friday night the city was alive with people of all types enjoying themselves with food and music. Campus Martius, just outside the hotel, is a small park where visitors can see and feel the new spirit of Detroit. Ask the concierge about the wonderful locations you must visit! My wife and I were born in Detroit, and we have seen its ups and downs; but even we were surprised at the city’s change in just a few short years. The Westin Book Cadillac is symbolic of that change. The city has turned itself around and both its future and its present are bright.
September 9, 2013
Rated 3 out of 5 by BVH1 Great hotel but not ready for a big group
Room and facility were beautiful, however, they were not prepared for a large group. There were only 2 people checking people in so we waited in line for over a half hour to check in and 2 out of 6 elevators were not working which made it a nightmare to get to your room. We could not take the stairs due to the doors not opening at each level (i realize that is a security issue) so it was very frustrating. For a nice hotel in downtown Detroit I would have expected much more effeciency and readiness. Fortunately, our room was ready, but several people who checked in much later than the 3:00 check in time had to wait quite a long time for their room to be ready.
December 2, 2013