Rated 3 out of 5 by CTlikesWestin Usually love, but not their best this time
room too warm, ac doesn't get cool; no bottled water in room; no bill under door day of check out. usually they are very prepared and spot on, but this visit was not their A game. I'll return, staff very nice and great location and everyone deserves another chance.
August 13, 2014
Rated 4 out of 5 by Okray Great Location
A lovely hotel with very good service and with only one exception. We were quite disappointed in the quality of the room cleaning and re-stocking. Towels were not replaced to the original number, nor were the coffee service items (no sugar, etc.) after the first day. Overall cleaning of the room could have been better. When the coffee issue was brought to their attention, we received a carafe of coffee and needed cream/sugar.
August 11, 2014
Rated 3 out of 5 by EssPeeGee Not a category 5
Pretty poor experience for a Westin. Arrived at 515 pm and my room wasn't ready. Was offered a drink coupon to sit and wait for an hour until my room was ready. No effort was made to try to put me in another room that was open. Bar was staffed by a single 'bartender' who had to look up in a book how to make each drink that was ordered, making the wait really long as a line quickly formed. Not his fault - he shouldn't have been the only person staffing the bar. About a third of the channels on the TV showed a "no signal" error. The hotel amenities are limited and it seems pretty poorly managed. SPG was rather generous in calling this a category 5 hotel.
March 12, 2014
Rated 3 out of 5 by midoric Can't get over how cheap it is not to offer free Internet
I am always excited to stay at the Westin, but this last trip really disappointed. The hotel staff/facilities are very good except for one item: no free Internet service. I'm not sure why this amenity isn't included for the very expensive price of staying the this hotel, and don't understand why the staff isn't empowered to provide this. I'm in the lobby right now because I can't connect to Internet without paying $5/hour or $13/day to connect. It's uncomfortable to come down to the lobby when I'd rather be in my room relaxing, which is what the Westin is supposed to be about. Two thumbs down and I won't be staying here again. Westin, wake up and provide this amenity for free.
March 13, 2012
Rated 5 out of 5 by kellyinsteamboat Best Conference Food Service Ever!
I was so impressed with this hotel, the staff, the room-everything! The only reason I had marked good on the room comfort is because I come from a place with no humidity, so I could never seem to get the room cool enough-but thats me. The room service food-ahh, ok-but let me tell you about the conference foods we enjoyed for 4 days-WOW! Varieties of options, always fresh, hot, tender-just great! I would completely recommend this hotel and conference services to anyone! It was awesome!
July 21, 2014
Rated 5 out of 5 by michael People make the difference
From the genuinely friendly Doorman who greeted us like he wanted us to feel welcome to the faceless room service that provided us with an immaculate room, our stay was just great,
EVERYONE was so nice AND normal. We did not feel like people were being nice because it was their job or that it was an act.
We could tell the manager was really caring and wanted us enjoying our stay. "Q" [??] the Bartender treated us like regulars. [FYI--I only had soft drinks].
The Front desk staff were patient as I fumbled with my stuff. . . both upon arrival and departure.
Everything was better than expected. We loved our stay at this hotel!
February 20, 2013
Rated 5 out of 5 by cjms430 Excellent Service
From the moment I walked in, everyone greeted me with a very genuine smile. My check-in was fast and accurate., Joe, FD agent was very thorough and helpful. My room was very clean and every day during my stay, my room was spotless! Your banquet staff was phenomenal! Everyone was so warm and friendly!
Thank you for making my stay a great one!
July 21, 2014
Rated 5 out of 5 by Kyle1031 Great stay!
I enjoyed my stay with you. My room was very clean and spacious. Every staff member that I encountered was very nice and welcoming.
July 21, 2014
Rated 5 out of 5 by billyboy23 Great stay
Stayed for 4 days on business and the staff was very attentive and did a great job.
July 21, 2014
Rated 4 out of 5 by hickey4495 nice for a big city
no problems for a big, busy city hotel
August 7, 2014
Rated 5 out of 5 by skim730 As expected!!!
Staple hotel for me. I am usually here once every 3 weeks for a few days at a time for a regular office visit. What I love most about Starwood brands and especially the Westin properties for business is the consistency, familiarity and professional treatment appropriate for business-class hotels. This Westin is easy, I am always able to check in in less than 5 minutes, I am always greeted with a "Welcome back" and the staff is always very pleasant and very accommodating. I have always received great service here every time I've stayed.
Taxi service, as with anywhere in Center City, is sketchy. Usually, there is a taxi nearby for the front staff to call over but during rush hour and rainy days, it can take some time for an unoccupied cab to come by.
Location is directly in Center City just a couple blocks from City Hall and the Clothespin. A short walk to Rittenhouse Square, Historic Liberty Bell and Ben Franklin stuff, a quick cab ride to the River and Old Town.
April 30, 2012
Rated 5 out of 5 by Bimini Conference Attendee
Excellent experience while at a work conference.
July 21, 2014
Rated 5 out of 5 by SallyB Beautiful and Quiet.
While we are not frequent business travelers, this was a business trip. We loved this hotel. It was comfortable and inviting. The staff was great. It is an ideal location, being the most centrally located hotel to the center of Philadelphia.
August 6, 2014
Rated 5 out of 5 by Garyeffin Location, location!
Excellent Hotel, friendly staff, highly recommend.
August 7, 2014
Rated 1 out of 5 by Platinum044 Disenchanted staff and dirty towels
I have stayed many times at this Westin over the past few years as it is close proximity to several of my clients. I have never really been particularly impressed but stayed out of convenience. My most recent stay was extremely disappointing. First, the valet attendants stood around talking to each other without offering to help get my car or luggage. Second, every single towel I used in the room was dirty or had someone else's hair stuck on it. This hotel is in need of a serious shake up, especially for its prime location in Philly!
July 31, 2014
Rated 3 out of 5 by CTlikesWestin Usually exceptional, not one of their best performances
ac does not cool to comfortbale temp, hotel says it's temp controlled but that doesn't make it comfortable. requested a fan in reservation. not there when i arrived, took two followup contacts to get. made it much better but not ideal. also, no drinking water in room, had to request. risotto was very hard, like raw rice. this is very unusual, i typicallay have very good experiences here which is why i would recommend it and everyone very nice.
August 2, 2014
Rated 3 out of 5 by nichol32 Poor service for a Westin
I've stayed in many Westins around the U.S. and this hotel met my expectations for the facility itself but the customer service was quite poor. I arrived around noon on my first day and my room wasn't ready yet, which was completely fine. However, the person at registration took my phone number and said they would call when the room was ready but never did. I checked back at 1:30 (I walked up on the end of a conversation where another customer was telling the employee at the desk they needed to get their act together and employee's response was a condescending "we'll get right on that") and was told that my room would be ready at 3:00. I understand that the official check-in time is 3:00 but that kind of stock response seemed rude when I know that every single room in the hotel doesn't become available exactly at 3:00. Rooms are cleaned one at a time and he could have at least checked the system (he didn't so much as look down at the computer screen) to see if some rooms were available. I went back to the front desk at 3:30, never having received a phone call that my room was ready, and the person told me I had already been assigned a room. Despite telling me they'd call when the room was ready, they clearly didn't.
Because I arrived early, I had left my bag with the bell desk. When I finally checked in at 3:30, I asked them to send up my bag and gave the desk worker (someone different) my bag claim ticket number. Almost two hours later I still hadn't received my bag so I went downstairs and retrieved it myself. Beyond the objectively poor service, the attitude of the people working seemed somewhat careless and not as warm and friendly as I've experienced at other hotels, including Westins in other cities.
I had meetings the next day and went back to my room at 3:30 but it still hadn't been cleaned. When I left at 4:30, the maid hadn't shown up yet. The service in the lobby restaurant was fairly slow - 25 minutes to get a sandwich - and the bartender working on my final night acted inconvenienced when I showed up and ordered a drink.
I generally like Westin and Starwood properties, but when I return to Philadelphia I'll stay elsewhere. There are numerous hotels in the same quality category, price range, and neighborhood so I'm unwilling to spend $220/night for mediocre to poor service.
August 6, 2014
Rated 5 out of 5 by Billyd Great location and service
The service from the bell boys to the front desk everyone was great. The bed was to die for. I would stay here again.
December 26, 2012
Rated 4 out of 5 by Zcip Rooms Are Comfortable, Location is Key
The rooms in this westin are classy, updated and comfortable. Everything you need for a nice stay in philly.
Location is unbeatable. 2 blocks from rittenhouse, food and drink every which way. A matter of 5 minutes and you are everywhere in philly.
Lobby is a bit awkward. There was an event when I checked in, and made it hard to make it to the elevators. Simply not enough space, its crammed.
Check in staff couldnt be bothered that I had status, and actually told myself and the guest ahead of me the wrong way to the elevator. Perhaps grumpy, perhaps new?
Parking is convenient, but definitely pricey to keep your car at this hotel. Something to consider.
Despite everything, I would stay here again.
April 21, 2013
Rated 1 out of 5 by Quinn9 Looking for a sarcastic staff, you found the place
I have never had to leave bad feedback before, however, I am compelled to after a horrible experience checking in. I am a business traveler and sometimes request that I can check in an hour or two earlier. Totally understand 3pm is the check in time. Nearly all the starwood hotels I have ever asked for have accommodated. Not Westin Philadelphia. In fact, staff was insulted that I even asked and kept on repeating the check in time was 3pm. When asked to speak to a manager, I was handed a hand written email address. Would have been totally fine with a simple the room isnt available (although I doubt this is true) and perhaps we can help you take your meeting in another area. Instead, no recognition of my platinum status or empathy that I had requested it ahead of time, etc. Instead, like a robot, the staff member repeated the same line 10 times. "Check in time is 3pm"
June 12, 2014
Rated 5 out of 5 by BigBill Quiet, clean homey
We were given ease of registration, proper SPG recognition, excellent service all with no muss no fuss. Every single staff member did a fine job, food & drinks were very good and fairly priced, room was comfortable, quiet and luxurious without being over the top fussy. We were very happy with our stay in all respects. Adjacent self-parking if you don't like to valet (I don't).
December 27, 2013
Rated 2 out of 5 by Nightmare2014 The Philly Westin isn;t what it should be cracked up to be
First let me say the highlight of the stay was the Valet. The Valet personnel are amazing. My experience diminished quickly from here. Upon check in my rooms air conditioner was not functioning properly and the drain in the bathroom sink was inoperative. I called the front desk and they were gratious enough to switch my room. The experience didn't get better from here. The room was not cleaned by 3PM on day one and we had to leave the facility and grab lunch while housekeeping cleaned. On day two housekeeping opened the door to clean at 9AM. The only issue is I was naked in the room and the privacy sign was hanging on the door!!!! I am assuming the staff doesn't know how to read or wait for a response after knocking on a door. On the morning of my last day of stay housekeeping had the nerve to knock on the door at 8:30AM to ask when we were leaving???!!!! I honeslty felt like it was the last day of being on a cruise ship and was being asked to disembark ASAP!! In a nutshell, with the exception of the Valet staff, this is the poorest Westin at which I have stayed. Philly travellers beware!
July 30, 2014
Rated 4 out of 5 by Marian43 Good but no outlets near nightstands
This hotel was comfortable and quiet. The lamps on the nightstands lacked extra electrical outlets to plug in my phone and the nearest outlet was unreachable behind the bed (and who wants to reach their hand back there anyway?). Nice to have the safe in the chest of drawers (didn't have to struggle in the closet to reach it). I didn't care for the big, square shower head.
July 27, 2014
Rated 5 out of 5 by J6068Q THIS HOTEL HAVE A GREAT STAFF
I LIKE THE LOCATION AND THE STAFF
July 29, 2014
Rated 5 out of 5 by J6068Q THIS HOTEL HAVE A GREAT STAFF
THIS HOTEL IS IN A GREAT LOCATION . NEAR HISTORICAL LANDMARKS,SHOPPING, AND LOCAL FOODS.
July 27, 2014
Rated 5 out of 5 by ebailey Excellent = Value, location, and accomodations
My stay at the Westin Philadelphia is always a great experience, from the valet desk to opening my room door. The staff is responsive, considerate, and accommodating. The hotel is quiet, and well appointed, and the renovated bar and lounge is fantastic. I look forward to my next stay!
July 1, 2014
Rated 5 out of 5 by Sandyf236 Terrific in every way
Booked this hotel through my Starwood points. The week before arriving I had a conversation with Richard, the concierge about specific needs for my husband who is recovering from an illness. When we got to the hotel we were upgraded to a spacious suite which totally suited our needs. In addition Richard sent us complementary fruit and beverage which we greatly appreciated.
The staff here is fantastic. From the valets who graciously greeted us when we parked our car to Melissa Rose who worked at the front desk, everyone was as professional and as hospitable as could be.
The location of this Westin a few blocks from upscale shopping and Rittenhouse Square is excellent.
I am a discriminating guest in hotels, and this hotel met all my expectations. Great job, Westin Philadelphia!
July 20, 2014
Rated 2 out of 5 by Cat131313 No maid service, no responsiveness
We never got maid service in our room, despite being gone all day and NOT having a do not disturb sign on the door. I called five times, and they kept trying to tell me that i did not want maid service. Bizarre. The manager then offered to credit me 5000 points, which i never received. Nice facility, beautiful rooms, but too bad the service was NONEXISTENT!!!
June 28, 2014
Rated 4 out of 5 by Barrister Need Healthy Choice Items on Menu
The hotel generally is great. I particularly enjoy Murray Schechter, the long-time bartender who is a Philadelphia institution. And the rest of the staff also is wonderful. But, the one item that needs improvement is the menu. There simply are too few items from which to choose for healthy dining. I would make an effort to stay more often if the dining menu had a variety of healthy choices. The current menu is deficient in this critical respect.
July 22, 2014
Rated 2 out of 5 by cpc1616 Overpriced and not good food
I hosted a brunch for 100+ recently. The food was overpriced (42 per person) for the "morning after the wedding:" NOT good. Eggs tasteless, completely unremarkable sweet rolls, they charged 1.5 extra for tomato, bad costco like bagels. And they had the nerve to add 22% service to a SELF SERVICE buffet brunch. I would never repeat this.
The food for dinner was exceptional. The breakfast buffet was also overpriced and not good. The rooms were nice, people who worked the desk accommodating. Not good housekeeping. I found a hair pin on the bathroom floor (not mine) and it stayed there for my entire stay.
June 14, 2013