Rated 2 out of 5 by JIZ4 Adjourning rooms overlooking the water
I specifically asked for adjourning rooms over looking the water on the 7th floor. No rooms available. Got 2 rooms on the 5th floor over looking the airport. Wanted the waterview since we knew it was a full moon. In addition the ice machine was broken, no tag for do not disturb, and no pen in the room. Asked for a 5:45am wake up call and was called at 4:30am. And when tried to use the phone it dialed into a child's storyline. Completely horrible stay. And no points credited to my account.
October 20, 2016
Rated 5 out of 5 by Traveler007 Excellent Airport Hotel
Although I travel frequently, I don't usually stay at "airport hotels" which is how I characterize this property. This is an excellent choice for its proximity to SFO, comfortable rooms, great breakfast options, excellent staff service, and dependable shuttle service to SFO. The location was very convenient for business meeting located south of SFO. My stay this month far surpasses other stays at several other airport hotels in the past and I highly recommend this property where I plan to stay on future visits.
October 8, 2016
Rated 4 out of 5 by Scott74 Best hotel in same value
ONLY thing I don't like it's close to airport.
If you can't sleep with little noise, you go somewhere else.
but even it is, I can't hear anything during I sleep.
It is best hotel in same value!
September 23, 2016
Rated 3 out of 5 by DogLovers Customer service needs imprivemenr
Nice lobby area and outdoors areas. Nice indoor pool. Walking trail by the bay located immediately across the street. Walls are well insulated. The room was ok and the bed was comfortable. We ran into a few problems during our stay. I booked our room several weeks ago and during the online booking I mentioned that I would be bringing dogs along during the stay. We have stayed at other West in and Starwood hotels in the past and our dogs have been pampered with dog beds dog treats doggy bags and food bowls. This was not the case at this hotel. I had to ask for housekeeping to pay me two dog beds. We paid $25 for parking and drove around for 15 to 20 minutes trying to find parking within the hotel parking lot. When we got to the room, we discovered that the bathroom had not been cleaned. There were towels all over the floor. And the counter did not appear to have been cleaned. We called the front desk from the room and were told to go to a different room and that someone would meet us there with keys. We lugged all our luggage one flight up and waited at the door for someone to bring us a key for 20 minutes. Someone finally came with keys after I called the front desk twice. This room was cleaner but it had clearly not been dusted in a while but I was too exhausted to change rooms again.
September 19, 2016
Rated 5 out of 5 by Takada Nice and family friendly
I had stayed in the other two SPG SFO properties and wanted to give this one a try because it seemed to have a good dining option and pool for kids. Both were great. Service was slow due to a lack of staff at peak, but the food was fantastic, if a bit pricey. Wait staff was some of the best I've seen in US SPG properties. They were able to work out a great Platinum upgrade, and the staff was very helpful in meeting our post-check-in room needs and helping us get to the airport. This will be our go-to SPG property for SFO.
August 23, 2016
Rated 4 out of 5 by LeoYang Poor Buffet Breakfast
I invited my guess to have breakfast meeting arriving 8:30 am. Staff didn't replenish the food on the buffet table. Very disappointing.
August 5, 2016
Rated 3 out of 5 by tennensozai Major noise issues
I don’t know why Starwood includes a “personal preferences” section in reservations if nobody bothers to read it. In addition to expected check-in/out times, I selected the following checkboxes, thinking that it would make things quicker upon arrival: “I have a reservation for 1 bed but would prefer 2 beds” and “Green Choice” and “Gear Lending.” None of these were confirmed at check-in.
I got pushback for the 3pm check-out request (eventually granted), even though Westin Weekends offers Sunday 3pm check-out for everyone. And my upgraded Deluxe room became a Traditional room with a view of the roof.
These issues aside, I appreciated that the rooms were equipped with plastic wrapped glassware (clean) and a mini refrigerator. Inexplicably, there was a “minibar” menu card, but the only item in the room was an overpriced bottle of water (which, by the way, is free in the gym). They might as well remove the menu card and price tag.
One thing to be aware of is the difference in food and beverage pricing within the hotel. Every item on the in-room dining/room service menu is priced higher than the restaurant. Since there’s already a mandatory 20% service charge and $3.50 delivery fee, it seems rather cheap of them. Note that the doorknob breakfast menu is worse - 24% service charge and $10 delivery fee. Absolutely ridiculous, so I chose to dine in the restaurant instead. Both food and service were acceptable, but staff seemed flustered and disorganized.
My biggest peeve was the noise factor. Airport noise was expected and a non-issue, but there were apparently two weddings on Saturday, with music and bass blasting until midnight. Service Express just said, "sorry," but it wasn't like they could do much anyway. Noise from a one-off event can be excused to some degree, but what was inexcusable was the fact that every conversation in corridors and rooms above, below, and adjacent were audible. You could CLEARLY hear bathroom “business,” right down to the tinkling stream of toilet use, not to mention intimate room activities.
For an airport hotel that probably gets a lot of business travelers, the room setup is not ideal. I do give the Westin credit for the multiple plugs, but they’re just not easily accessible when you have to crawl to get to them. Internet wasn’t high speed, but it was fast enough for video calls and streaming. There’s a limit of 3 devices, so I can only imagine how hard it would be if there were more than 2 people in the room.
All in all, there was nothing outstanding about this Westin. If they could figure out a way to provide better sound insulation within the hotel, I wouldn’t mind staying here again.
July 27, 2016
Rated 1 out of 5 by disgusted530 Disgusting Room, Very bad experience
Bed was made, but when we opened up sheets to go to sleep we found it covered in dirt and hair. Bed had clearly not been made with clean sheets. instead just re-made with same dirty sheets from previous guest. This is completely disgusting and unsanitary!
July 26, 2016