Rated 1 out of 5 by Jon82 Do not stay here
I am a Platinum member. We checked in on the weekend and were told that there was no complimentary upgrade available because all of the upgraded rooms had been taken off market for renovations. If this was the case, the hotel should have put a service advisory on the website so knowledgable guests could have stayed in another Starwoods hotel. We didn't get a room on the SPG floor. We got an older, unrenovated room with an old bed. The mini bar had been raided by the prior guest and not restocked - even the wrapper hadn't been removed. I asked for the minibar to be restocked as soon as I got to the room. It wasn't, not in two days. I raised these issues twice with the front desk. They were sympathetic both times but nothing changed either time. This is the worst Westin I have stayed in by far.
January 25, 2012
Rated 3 out of 5 by Jack5 Used to be Great
Have stayed at this property 10s of times over the past 3 or so years. Lately, there has been a significant fall in standards. Staff in the bar area are very hurried and overworked bringing food from the kitchen to not only to the bar but also the large atrium. As a result table are covered with dirty glasses and service is poor. Stacks of cheap chairs and tables piled in the atrium, furniture in disarray, doors to storage are wide open etc. Seems to me that there is a failure of management.
May 20, 2012
Rated 3 out of 5 by MadAve Nothing to say
The hotel is under renovation and I was there for dinner and sleep and nothing more.
August 25, 2014
Rated 3 out of 5 by Scottybrew Visit
I am at the Westin almost every week. This one was quite disappointing. First dinner Tuesday was just ok and the service was not great. Then I got up Wednesday morning to zero hot water, Not sure what is going on but it seems like service is getting worse with each visit lately. Also please change up the menu both for room service and restaurant
August 1, 2014
Rated 3 out of 5 by Iona27 My Stay at the Westin Waltham
I have stayed at this hotel before and was very impresses by the facility, the staff, and the room, especially the bed (mattress was heavenly.) This time the mattress did not meet my expectation at all.
The mattress was extremely soft and the sheet was scratchy.
When I mentioned it the second night to the reception desk, I was told that they knew about the problem and that a new shipment of mattresses were arriving soon. After a few minutes, he said that I could change rooms, but I was exhausted and didn't want to repack my clothes.
When I checked out the next day, the manager said that they were going to assess the problem and fix it. I said that didn't help me at all, and I left.
I hope that if I decide to stay at the Westin Waltham again, it will be as wonderful as my first few experiences.
June 24, 2013
Rated 2 out of 5 by DisappointedinMA This hotel needs a lot of improvement
Upon check in, I was told I was in a newly renovated room. Once I got to the room I noticed the wallpaper in the bathroom was peeling off the walls and in some areas was missing. My bed spread was covered in black lint. Also the shower was not draining properly. It took two calls to get the shower fixed. I also did not receive my complimentary bottle of water on two days. I also had towels missing on one day after housekeeping cleaned the room. The valet staff was almost not present.
March 24, 2014
Rated 3 out of 5 by asujanto I just wondering
This time I check in at the Westin hotel as a group tour and I just wondering if a room is given to guests who book room directly through spg.com, with guest tour group will be given a different quality rooms?
Westin is a good hotel with a good name, but this time I think the cleanliness and the quality is not satisfactory. The bed is very comfortable for sleeping, The room look old and this was the first I saw of SPG hotel room is not clean. Swimming pool and sport center very well.
September 7, 2012
Rated 3 out of 5 by Jack54NH Disappointing facility
My gf and I stayed here overnight following a wedding reception nearby. Upon check-in....I noticed while unpacking that the bed spread was covered with hair....very unpleasant. Closet doors did not work properly and the wifi was so slow it was useless. The layout of the hotel was very odd as well and our room was very far removed from the elevators. The garage was also very tight...difficult to maneuver a full sized car in there.
Overall very disappointed with this facility.
April 14, 2014
Rated 3 out of 5 by SpencerB Employees not friendly nor welcoming
Bellman everywhere but none offered to assist until you have everything out of the car and have struggled. Breakfast service was very similar waiter was rude had to wait over 1/2 hr for our food then arrived cold. No manager present to assist associates.
August 11, 2014
Rated 4 out of 5 by Pabstblueribbon Staff needs improvement
When I checked in at the front desk I was told my internet and parking were free. When I checked out I was charged for parking. When I asked about the charge the desk told me that I should have never been told that parking was free. 2nd problem - needed a taxi to take to a restaurant. Only one door man, super busy but never bothered to notice me or my friend on 3 occasions while he kept walking by. Finally had to ask for a taxi at the front desk. No apology from the door man.
September 19, 2012
Rated 4 out of 5 by NewCanaanHector Work in Progress
The hotel is under construction but fully operational.
Renovation was good, but it clearly did not include the mattresses nor the rest of the bedding.
A small hiccup with our in-room early Saturday breakfast was quickly, efficiently and effectively handled by the Service Express Manager.
Overall, great people, but some items need attention.
July 27, 2014
Rated 4 out of 5 by Fresca This hotel has great staff but also has flies
Rita at the Front desk was terrific. There was not enough staff at the desk when I checked in and she had to answer the phone and check me in but she handled the disruptions (at least 5 ) very professionally and was a terrific example of customer satisfaction.
On the other hand our meeting rooms and the lobby were infested with Fruit Flies - nasty!
July 25, 2014
Rated 5 out of 5 by KMelted Beds are so comfortable!
The beds are so comfortable, I actually overslept. My room was nice, but the temperature in my room was set too cold for my liking, this was an easy adjustment though! I found this to be the case in the function rooms as well, they were also quite cold, set at 65, that was ridiculously cold, but most function rooms are cold, so I was prepared with a sweater and a sweatshirt! The only thing I didn't like was the tissues provided in the hotel. Unfortunately, I had come down with a head cold and needed to use lots of tissues, yours are very, very rough, but the end of the night, my nose was quite red. Sadly, I do believe the toilet paper a little softer then the tissues. I do hope you will consider softer tissues in the future, I wasn't planning of being sick, but it does happen and it's something beyond control.
September 22, 2013
Rated 3 out of 5 by cubist14 Hotel needs some work
I arrived on a Monday night carrying 2 suitecases. There was no one at the front door to offer any assistance opening the door or helping. He was found at the front desk chatting with the receptionists. On Day 3 of 4 day stay, I had requested an extra set of towels and soap. Housekeeping arrived with only 2 bath towels (no hand or wash towels or soap.) Fire alarm went off at 1:30 in the morning. We stood in the lobby for 45 minutes. There was much confusion from the start.
January 28, 2014
Rated 5 out of 5 by Allie25 All around spectacular perfection!
I was greeted by an amazingly efficient, friendly and professional young lady who had looked up my SPG # for me prior to arrival; I received an incredible hand-written thank you note within hours of arrival; the room was beautiful - spotlessly clean, fresh, spacious - with everything necessary; the parking (in the adjacent garage and the valet) was very convenient, etc. etc. Easy access to highways along with all the creature comforts made this an absolutely perfect stay!
October 7, 2012
Rated 4 out of 5 by Chad944 No Hot Water
I didnt have any hot water the last morning of my stay. I notified the front desk and they stated that they would give me 2000 SPG points for my inconvienence. Can you please make sure this happens. In the past I've been told similar things and nothing has ever been followed through.
August 1, 2014
Rated 4 out of 5 by Sharluck Attentive to special needs
I stay at spg hotels because they use green housekeeping products and assist me with my special needs. However some SPG hotels do it well and others not so much. I am happy to say that this one exceeded my expectations. They handled my last minute requests with professionalism and attended to every detail. The room, was clean and comfortable. The staff was pleasant. They are a role model for service in the SPG chains. Would definitely recommend and stay again!
July 19, 2012
Rated 5 out of 5 by Luciij Love the Westin
Always a great night sleep when we stay at a Westin!
August 18, 2014
Rated 3 out of 5 by SPG1 Bar service improved but front desk staff need more training re SPG standards/benefits
Over the past 3 years we have stayed at this hotel a number of times. The standing joke always was that the beverage/food service in the lounge was non-existent and if you wanted anything you had to go to the bar to get it. To our surprise, this time the beverage/food service was excellent - no complaints! On the downside, it would appear that some of the front desk staff have not been provided the proper training re platinum benefits or platinum check-in.
July 16, 2012
Rated 4 out of 5 by Clemmie Westin Waltham
The construction was a huge disappointment and annoyance so I would recommend this hotel ONLY after construction is finished.
The rooms were very nice, bed was comfortable but phone didn't work.
Staff was courteous, helpful and fair.
The food was very good but a little pricey.
July 28, 2014
Rated 3 out of 5 by Annoyed1001 Nickel and Dime
My husband had a great quote - "you can stay here, you just can't drive here". Paying for parking in a suburban hotel is ridiculous. Also, the mini bar that charges you after 5 seconds is the dumbest thing I have ever heard of. This does not encourage families to come to the hotel.
July 28, 2014
Rated 4 out of 5 by WineDiva Room Service Food
Ham & Cheese sandwich came with absolutely NO condiments, even though it was advertised in menu. I was too hungry and tired to call front desk, so I ate my sandwich DRY......NOT enjoyable at all!
August 6, 2014
Rated 2 out of 5 by Fay210 Did not sleep well
at 12:30 AM I contacted the front desk because I was unable to get the TV to go on. There was a welcome notice but nothing more. The woman I spoke with thought it might be the control so I turned on the lights and with her help found the control buttons on the side of the television. The monitor went blank. I hit the power button on the remote and went to sleep. I was offered for security to come look at it or a room change but it was close to 1:00 AM at the time. At 3:50 AM the TV came on as loud as could be. The remote would not work. Needed to turn the desk light on to find the on/off switch and needless to say slept very little from 4:00 to 6:30, check out at 7:15. Thank you for the complimentary breakfast but I was not at all interested. I was offered a full rebate of the room and I am waiting for that to appear on my back statement
December 19, 2012
Rated 1 out of 5 by brbandbab Invisible service
Upon arrival no place to disembark at the hotel entrance so parked around the side. Not clear where the reception desk was. We tracked down a staff member who took us to the reception desk where no one was available. Staff member had to convince someone behind a door to help us. Design of reception area total confusion. We were on personal travel, not business, and we seemed unwanted. Pillows were terrible.
June 8, 2014
Rated 1 out of 5 by alangggggggg very disappointed
i have stayed in westins for years. worst i have seen, may prevent me from going back. i had 2 rooms sat nite.
rooms ac/heat was terrible. as each cycle hit, there would be a loud noise, waking us up.
charge for valet. no valet, they had to call. no pool. charge for internet. nothing offered even though they had my starwood #. just 2 bath towels in each room. no extra shampoo or conditioner. charge for breakfast.
i think I'm done with Westin.
January 20, 2014
Rated 2 out of 5 by TheWorstService99 They cant even get my name correct.
The staff member who checked me in was poor at best. They were unable to grasp any part of our conversation. I have never come across such poor check in service. To add insult to injury they couldn't even check me in under my correct name. They even sent me an email after i left calling me Anthony? After i told them my name was not Anthony. Who is this Anthony? I gave them my passport and credit card and they still got it wrong. Never again.
July 15, 2013
Rated 1 out of 5 by KDMR Housekeeping is not impressive
I thought I was in for a real treat staying at a high priced hotel. It was certainly quiet and the bed was comfortable. But I was very disappointed to find only one towel and no shampoo. Instead I found a used bottle of shampoo in the shower, gross! And then I was charged $35 for a granola bar from the refreshment stand and spent 10 minutes on hold when I called about the bill. I will be looking for other hotels for my next visit to Waltham.
December 5, 2012
Rated 5 out of 5 by Smith22 Greast Staff
The hotel staff was especially sensitive my family as my daughter was relocating to the Boston area. The staff even sent us a card wishing our daughter well on her new move.
August 5, 2014
Rated 5 out of 5 by Barry20350 It takes days to prepare a one night stay.
Your hotel Stay Ambassodor Mrs Carson had contacted me four days before my arrival. She accommodate me with a upgrade, a roller bed, a gift and most important, a hand-written note in th room. I have received few e-cards this year for my birthday, but it is always good to read a traditional card. Thank you for that. I could not renew my room because there was a wedding and the room was reserved for the reception, so good business for you!
August 19, 2013
Rated 2 out of 5 by daved Not up to Westin Standards
I traveled to Waltham on business and was happy to stay at a Westin which has always been very nice. I was dissapointed that the room was old with worn stained carpet, paint was chipping and wallcovering was beginning to peel. The only newer items I could see were the bed linens. Even the bath mat was frayed. Also, the heat in the room was apparantly not working or not working properly because I could not get the temp above the mid 60s.
January 25, 2013