Rated 1 out of 5 by KAAN2016 WORST EXPERIENCE AT WESTIN
This is regarding my stay at your hotel Westin.
Having said that, I'd like to bring to your notice that this time, my weekend visit (dated on 30th Sept'16) to your hotel was quite disappointing and definitely not at par with the kind of expectations I booked for. Hence, I found it inevitable to write in to you.
In order to ensure to have the best quality room with upgrades, I got it book with SPG representative signing up as preferred guest.
During the stay, as soon as we reached the hotel to check-in, the room we booked was not available and we were given basic standard room. I requested her that I have made the paid reservation a week ahead with executive level room. Since we had no other option than accepting basic standard room for the high executive plus room price, we agreed to what was given to us. The receptionist did not much care. Anyways, with disappointments, later at 3 am, someone was knocking at the door very hard and we got so scarred and terrified. As soon as we opened the door, it was hotel manager with irrelevant concern. Next day we went to receptionist at noon and requested back again that if we can have the room that we have paid for. The hotel manager on Saturday with glasses on yelled at us with a loud and mean tone that we are asking for the upgrade from the current room and we cant get that free and we will be charged extra which was very very embarrassing in front of other guests. To calm her down with explanations and proof of our reservation, we finally apologize as we were embarrassed in front of other people. The behavior was utterly rude from each and every staff person.
I tried to file a complaint by calling the customer service of SPG in regards to my experience with booking and stay though I haven't received any response and so I am writing it to the site for other people to be aware. Our special occasion and visit to Detroit with a stay at Westin Southfield was total nightmare with this experience.
Such an inconvenience is disrespectful and demeaning for someone who has had a excitement with the event and stay with the hotel and I'd definitely think twice before holding any event in the future as I don't feel like a valued customer anymore.
But, I do hope there's no repetition of the same in future with any of your guests for that matter and that you take the necessary action to ensure the same.
October 16, 2016
Rated 5 out of 5 by Cenelar49 This hotel lives up to its reputation!!
I absolutely enjoyed my stay. It was certainly home away from home with perks. From front desk to housekeeping, the services were outstanding.
October 11, 2016
Rated 2 out of 5 by LouiseR Not the best
I am a fan of Westin hotels. This one is not as good as most. Our room has not been updated. It is a bit worn, drab, small. Bathtub super small. Double beds not heavenly beds. AC not working well. Very stuffy, Hallway has a bit of a sour smell - far from signature white tea scent. However, employees have all been very pleasant. Even the front desk clerk who fibbed about available upgrades. There were both King bed rooms and suits available on website. But, he was polite while fibbing. Waitress was overwhelmed by two large tables, but scrambled to keep up with all. Location ideal for meetings at Microsoft. Otherwise, disappointing for a Westin.
October 3, 2016
Rated 2 out of 5 by tew27 Not Good
I very rarely ever take the time to fill out a review of a hotel, but I feel most compelled to do so in this case. This has to be one of the most poorly operated hotels I have ever stayed at. Also I am a former F&B Director at a 5 star property and the F&B at this hotel was pitiful.
The restaurant/bar is rundown and not very clean.
The staff is cold, distant, slow, and unresponsive.
The food quality is poor.
One of your waitresses woke me up calling my room 2 hours after I had gone to sleep (at nearly midnight) to tell me she forgot to put a fruit smoothy on our check and wanted to know how I wanted to handle it.
Whomever wrote the kids menu obviously does not have kids.
The TV's in the bar area are simply ancient and have very poor picture quality.
Wait times for drinks at the bar could easily exceed 15 minutes.
Wait times for food in the restaurant ran over 35 minutes when there were only 3 occupied tables in the dining room.
I walked in/out the front entrance of the hotel probably more than 50 times over 4 days and not a single time did a doorman, valet, bellboy even bother to make eye contact or say single word as I passed by.
The entire staff at this hotel seems to have a collective chip on their shoulder.
The parking garage looks like a war zone. Lighting, signage, lanes, etc...are all difficult to figure out.
I am actually shocked this is an SPG hotel.
September 21, 2016
Rated 2 out of 5 by Sukhi Very Bad air conditioning.
I booked in for 4 nights. The first night itself I could not sleep. Even after adjusting he temperature to 60 F, the room was warm. I work up midnight around 4 AM and called the front desk. They were sold out and had no replacement room. They did send me a fan around 6 AM. There was no engineer till 7AM. I hope they correct the situation when I get back to the hotel tonight. I was very disappointed with the Westin. Will not want to book at this hotel again.
August 16, 2016
Rated 1 out of 5 by DANI226 VERY UNHAPPY GUEST
I STAYED IN THE HOTEL IN AUGUST 2016, I HAD NO WORKING PHONE IN MY ROOM, NO ROOM SERVICE WAS AVAILABLE, ICE MACHINES WERE BROKEN ON MY FLOOR ELEVATORS WERE BROKEN AND I BECAME STUCK ON THE 9TH FLOOR AND HAD TO WALK THE STAIRS TO THE 1ST FLOOR. I SPOKE WITH THE MANAGER THE DAY I CHECKED IN ABOUT THESE ISSUES WHICH WERE NEVER ADDRESSED OR HANDLED PROPERLY. I WAS NOT HAPPY OR PLEASED WITH MY STAY AND WILL CONTACT GENERAL MANAGEMENT AND CORPORATE IF THIS IS NOT ADDRESSED TO ME PERSONALLY.
August 8, 2016
Rated 5 out of 5 by RachelH16 Great stay!
From check-in to check-out, the staff was great! Barbara at the front desk was so courteous and kind.
August 6, 2016
Rated 3 out of 5 by Michbuddy Front desk staff unfriendly
When I checked in, not friendly and very very slow.
Also, ordered a roll away sleeper, never received.
June 14, 2016