Rated 4 out of 5 by WebWatcher Service needs improvement
This is a nice facility. However:
1) We didn't have drink water for 3 days, then 3 bottles when we request towels. Why?
2) Kids are not allowed in the lounge from 6pm. Fine, but very uptight warning against a 9 year old. Is that necessary?
3) I try to get an acupuncture service. Staff there don't speak English. She got someone on the phone, I was asked room number and so on, then told they were fully booked! Just tell me it's fully booked, what's the needed to check my room and my name and so on?
Very confusing services here.
October 5, 2016
Rated 4 out of 5 by SPGRoadWarrior Great hotel in Osaka; Select Improvements Needed
This hotel is well located in Osaka. It is right next to the Shin Umeda building, which has a beautiful observatory up top, and a wonderful array of restaurants in its basements. It also is a quick underground walk (5 minutes) to the Grand Front Osaka building, which is where the closest public transport is, as well as tons of high-end shopping, delicious restaurants, and very interesting exhibits by various companies.
I checked in late at night in the lobby, and Platinum recognition was poor. It was somewhat infantile in that the hotel had many "terms and conditions" and "exceptions" from the standard Platinum offers - they limit Make a Green Choice to 3 nights at a time (I know that properties are allowed to do this, but this is the only property out of over 300 nights with SPG that has actually elected to impose this), they do not allow you a full buffet breakfast in the lobby without upcharge, etc. It felt pedantic to go through all of this late at night, with the check-in agent not allowing me to "skip ahead" and get some sleep but rather allow him to robotically go through the whole speech.
The upgraded room I was offered - a corner Executive Suite that was recently renovated - was well appointed. The bed was very comfortable, and the bathroom was beautiful. It was not a particularly large suite, and was of the type that had an longer entrance hallway that wrapped around to a large bed area and bathroom. I had to ask for the upgrade; they did not automatically assign it, as most properties do. I do not appreciate when properties try to play this "upgrade game" as inventory is available for anyone to view online, but it was quickly worked out.
The Club Lounge here is well appointed, and unless you want to pay extra for breakfast (I tried this one day and didn't much enjoy the lobby restaurant breakfast), I suggest that you eat in the Club Lounge. It boasts beautiful views and the staff is incredibly attentive. They also have a nice variety of proteins, vegetables, cereal, pastries, juices, etc. It would be nice if they added some prepared breakfast/brunch dishes that showed off the local flair here as well to compliment their other offerings.
Outside of breakfast, the service in the Club Lounge is excellent. Rae (one of the associates) speaks English impeccably and also provides excellent service. I complimented her with a SPG "Thank You" certificate. I do think that the Club Lounge's "1 drink per night per person" policy is quite stingy and not in line with other Sheraton/Westin Club lounges. Most of them do not have a limit, and if they do, they allow at least 3 drinks before charging you for them.
I did get a chance to try out the spa and found it to be very nice and had multiple services here that were reasonably priced (for a hotel) and delivered with professionalism. My back felt infinitely better after visiting their spa, as did my feet.
Their Housekeeping service needs improvement. They miss cleaning certain things, did not refill everything I requested, and their cleanliness standards were below other similar SPG properties. This was very surprising for Japan. I spoke with them about it and similar errors were made again. They offered a service recovery gesture, but I wish the errors weren't made in the first (or second) place. I am hoping they have taken this feedback seriously and improved it to the high levels of the other facets of this property.
Generally, the location is nice, the property is nice, and the staff in the Club Lounge provides excellent service. Their SPG recognition could be better in the lobby check in (they don't even have a Gold/Platinum check-in line down there), and they would greatly improve the class of their property if they weren't so stingy with elite benefits (they should remove the limit on Make a Green Choice, not upcharge for lobby breakfast, and not charge you in the Club Lounge after 1 beer, which is only complimentary 2 hours during the day and chargeable at other times). Also, I was staying during my birthday and only received a pre-wrapped tiny loaf of cake, similar to what you could get in the 7-11 next door for $1. I have received much better "welcome amenities" from other properties when it was not a special occasion. This continues the theme of stinginess.
I hope the staff will take my feedback (and similar feedback from other reviewers) to heart as they make improvements, and I would return here in the future and hope to see some of these suggested changes implemented.
July 14, 2016
Rated 3 out of 5 by eunice1 bad bed condition
it was my first stay in westin osaka.
I was excited to stay there as I went with my best friend.
but one of the bed condition was bed which is right side one. it was turned off. so I slept at the side of the bed. Untill now,I am suffering from back pain.
except that, everything was fine.
steps were kind.
hotel was clean and calm.
May 1, 2016
Rated 3 out of 5 by NN88 Inconvenient Location, Customer Service Could Be Improved
The location is inconvenient and was not given an upgrade as SPG platinum however I do remember they were sold out or near occupancy the day I stayed. Some of the staff at the hotel seemed very unenthusiastic and uptight. Walls are thin I could hear partying and or loud Japanese female drunks talking and coughing at night next door. For a Westin, it was disappointing however nice facilities.
March 13, 2016
Rated 1 out of 5 by Mickey268 SPG gold no use
I arrived at 10.30am. Was informed that room not ready. Request for upgrade - denied. Request for executive lounge access while waiting for the room to be ready - denied. Given a room after 1 hour later, the floor and room have s strong smoking smell. Feel dizzy & itchy nose. Was given a another room after another wait of about 1.5hours.
February 16, 2016
Rated 4 out of 5 by JayJaySt A Nice Place to Stay in Osaka
Though the sleeping experience weren't that great, and some of the staff could have done better in terms of responsiveness, overall it was a nice stay.
January 17, 2016
Rated 5 out of 5 by Thias Extraordinary Service & Good Location
Our daughter was sick on the night when we checked in at Westin Osaka. We were quite panic on how to find a pediatric in the area. Your staff did a marvelous job in assisting us to book an appointment with an English speaking doctor in a very close proximity clinic near Westin. We received a call at 8 am the next morning from your concierge letting us know that a cab would be arranged for us to bring us to the clinic whenever we were ready. We were thankful for the warm assistance. On top of your team's extraordinary services, we also enjoyed the location of Westin. A lot of small restaurants and convenient stores including coin laundry within the hotel proximity. We also tried out several restaurants at Umeda building which located adjacent to Westin. We will definitely stay at Westin again on our future visit to Osaka.
January 10, 2016
Rated 3 out of 5 by gjng Hotel in need of renovation
Service is excellent - typical of Japanese hospitality. However, hotel is badly in need of a good renovation to compete with better located/newer hotels nearer to Osaka station.
December 30, 2015