Rated 1 out of 5 by TravelingFool1 Wont Return
Beautiful hotel, beautiful area, horrendous room. The bathtub didn't drain, so there was standing water in the tub--along with what looked like rust streaks--& I wouldn't allow my children to bathe in it, too gross. We didn't discover the issue until it was late & we had already unpacked & settled in. Tried to call the front desk, but phone didn't work-battery was dead. Lamp on the desk didn't work. AC didn't cool room.
August 7, 2014
Rated 2 out of 5 by allcoj Hotel not prepared for large number guest
Unfortunately the Westin was not prepared for the large number of people coming in with my group. My room was not ready for check-in and I was told I would receive a call. I never received a call and checked in at 11:00pm that night, having to roll all my own luggage to my room (I had a lot). The next day at 8:30pm my room still was not cleaned. I was at the hotel for five nights and sheets were not changed during my entire stay. I think if the check-in was not handled so poorly the stay would have been okay. Door lock did not work, door lock required excessive force on handle to open. Took a few days to get issue fixed.
July 20, 2014
Rated 5 out of 5 by falcon1 interior layouts
The inside flowers, trees and seating along the waterside is fabulous!!!!
August 10, 2014
Rated 4 out of 5 by dealdog1 tired of internet charges & problems
Tired of $12.95 per day for internet that does not work at peak periods and charges every time you log on - tired of having to ask the check out clerk adjust the charges - I asked the check out clerk to smile if she had heard my complaint before - both of them started to laugh. Westin professionals - get the message - even your employees are cracking up at the charges and the poor service - are you not embarrassed? Come on - Westin is a great brand with great properties for a reasonable price - join the rest of the world or expand the band width -
September 23, 2012
Rated 4 out of 5 by FlyIntl Good staff, Nice facilities but worn rooms
Very large, modern convention hotel right on the edge of uptown. Staff is friendly and welcoming. Rooms are modern, but there are problems (phone is next to bed and cannot be placed on the desk, so if you're working and need to use the phone, you have to sit on the bed. The Drapery was hanging half off and paint was peeling in the bathroom over the sink. Very nice, spacious fitness center and a good indoor swim pool.
There is no executive floor and if you are a SPG Platinum, the benefits are not complete.
Also, there's a Kinko's in the hotel.
August 10, 2012
Rated 4 out of 5 by Oddsetcrack Central business oriented hotel
Given the uptown location and its professional staff, the hotel is perfect for business travellers to Charlotte. Rooms are clean and comfortable, the gym is well-equipped.
August 9, 2014
Rated 1 out of 5 by ON21 Very Disappointed
Stayed at property during CIAA event. Disappointed to find that hotel made arrangements at expense of hotel guest by requiring guest to wear wrist bands the entire weekend (unacceptable). I was stopped on the way to my room with 2 guest and required to show a room key (which is understandable given the magnitude of people in the lobby), however the staff member then demanded that the guest accompanying me go get wrist bands, to which I refused, he then proceed to call the police over, which was not only unnecessary but insulting, and an overstep of authority to which he did not have. Shorty afterward I brought my concern to management who offered an apology and excuses but no further action to correct the behavior. What is equally disappointing is the lack of follow through and responsiveness from the property as a result of occurrence. I have since filed a complaint with Customer Service, who indicated that management sent an “amenity” to my room after the incident (which I did not receive). Given my relationship with the Starwood brand and properties, I would have at least expected a face to face conversation. As a Platinum member I have very high expectations when it comes to Customer service as well as common courtesy when it comes to being a guest at one of Starwoods properties. This was by far my worst experience at a Westin hotel and not only would I not recommend the property, but I will also advise my corporate travel department on my experience and disappointment.
March 7, 2013
Rated 3 out of 5 by VBU33 Better planning needed
We've stayed here before, but probably won't again when there is large events on-going such as ball games, etc. We had to wait in lobby approximately 1 1/2 hours AFTER we were supposed to check in due to what appeared to be poor planning on the Westin's behalf. Very frustrating and 1 of the check-in persons snappy at best, more like rude. Liverpool vs. AC Milan = big crowds……PLAN AHEAD. We were very disappointed.
August 5, 2014
Rated 5 out of 5 by Spacebrews Attentive staff, comfortable room, excellent dining
After a week of adventuring in e GSMNP, our visit to Charlotte's Westin was relaxing and reinvigorating. The bed was luxuriously comfortable. The dining was excellent - in room, down in the Ember Grill, and in downtown Charlotte (we highly recommend visiting Halcyon for lunch/dinner, or Amelie's for breakfast). Most importantly, the staff was excellent - helpful, polite, responsive, and friendly.
August 4, 2014
Rated 1 out of 5 by Consumer05 Opportunity for Westin Charlotte to much improve on Quality and Customer Service
I am writing this email in an utmost frustration and disappointment in terms of both quality and customer service of Westin Charlotte.
I am frequent business traveler and both my company and I have chosen Westin to be the preferred hotel. This is due to its quality and customer service, which I am very accustomed too in almost every state/city I have visited EXCEPT Westin Charlotte.
This is the second time I have to deal with unclean room rather there was a smoking smell coming from room 1720. I had front desk manager Jonathan examined the room first hand.
During my last visit May 15th – I had to change the rooms twice. First room had leaking toilet and in the second room beds were not made. And in addition to this I always have internet connection problem in this hotel. And each time I have to call help desk to fix the issue.
I would appreciate your prompt attention to these issues.
May 23, 2012
Rated 2 out of 5 by brando1nh Noisey and uncomfortable
We found the room acoustics at this hotel to be the worst we have ever encountered. We could clearly hear every word of anyone in the hallway and what was happening in the room next door. The bed linens were so poorly put on that merely rolling over dislodged them creating lumps etc preventing a comfortable nights sleep. There was no TV listing in the room and when I got one the channels did not match the listing.
I will say that the check in process was above average as the first room we got smelled like vomit and we were given a second room quickly and without hassle.
January 5, 2012
Rated 3 out of 5 by JDHAZLE Presidential suite a disappointment
During a recent meeting my professional society was hosting I was lodged in a Presidential Suite. While the space was very large, it was somewhat dated and the master closet and bathroom were not connected to the bedroom. Service was spotty and inconsistent. For example, when I called down at 9:00 one night to order some glasses for an after dinner meeting I was chastised that this request should have gone through catering and it was a "big deal" to have 10 glasses brought up at this time of night. Finally, only one day of my six day visit was the bedroom and entertaining spaces ALL cleaned to satisfaction. Pretty mediocre experience...
August 5, 2012
Rated 2 out of 5 by groovechick staff inconsistent
3 people in my group asked if we could check out late due ot a meeting lasting until 2. One was told yes until 4, one was told yes until 3. I was told yes until 1 (my meeting lasted until 2) then I would be charged $75 to stay until 4. Why was I treated differently?
Doors slam too hard in the hallways waking me each time someone enteres their room near mine.
June 30, 2014
Rated 4 out of 5 by MMI837 Freezing Massage
The size and comfort of the room was great, the staff were very helpful and friendly, and the hotel decoration was lovely. I'd love for the beds to still be made and the room still tidied up, even if we choose to "go green" and not have new linens placed on the bed. The food needs a lot of improvement in taste and quality (breakfast omelet, chicken sandwich and sweet potato tots were pretty bad, though the blueberry pancakes were good). When I went to get a massage, the facility was so cold that I shivered for the entire 90-minutes. The masseuse was excellent, really very skilled, but struggled to even keep her hands warm because of the temperature.
September 20, 2012
Rated 4 out of 5 by fangirl Standard Westin
Nice, standard Westin hotel. The Heavenly bed was the usual - amazing. As a Platinum I received a corner room, but it was average size and the interior is showing it's age. The bathtub had the beginnings of rust and worn caulking and the wallpaper looks thin and starting to wrinkle. The food in the restaurant is very average. Overall service is what you would expect - cheerful and generally responsive, but nothing extraordinary. Location in downtown Charlotte is excellent. Would definitely stay again, but don't expect any special recognition for status.
July 26, 2014
Rated 5 out of 5 by Marcia51 Fantastic Place!
Lucked out with a corner room! Very quiet and restful.
August 6, 2014
Rated 2 out of 5 by Jersey4 Great rooms but constant issues
The staff has finally started to get better recognizing that I've stayed there almost every week for the last 6 months, so staying positive that is good. The rooms are fantastic and comfortable and the wifi is really good and easy to use. Biggest problem lately has been the TV. The TV goes out at least one night per week. I could start to believe the excuse of storms in the area but it never applies to all channels and even all HD channels. It most often is on a channel that has a major event on such as a sporting event or primetime show. For a hotel of this caliber I feel it is completely unaccepable - and it literally happens every week I'm staying there.
June 20, 2012
Rated 4 out of 5 by Therese8 Great staff
Our experience at the Westin Charlotte was very good overall. We found the front desk staff and the restaurant personnel welcoming, warm and helpful. Our only complaint was the housekeeping for our room as well as the hallway to our room. We noticed items left in the hallway for more than 2 days--plates, glasses.... The room cleaning was not great. I found trash on the bathroom floor left for 2 days.
Again, the other services at the hotel more than made up for the lackluster housekeeping services.
July 28, 2014
Rated 1 out of 5 by MikeM awful customer service
reservation was not ready; waited several hours; no starwood preferred floor as reserved; no one to retrieve my luggage; key didn't work; boarding pass machine didnt work. gave me complimentary water which they then charged me for....
November 18, 2011
Rated 5 out of 5 by Diddy Great time!
While staying here, I was attending the AQS show and when the day was done, I came back for food, comfort and relaxation. Everything was superb. Nothing I would change.
August 4, 2014
Rated 4 out of 5 by wigstheome Solid and Dependable Westin
Consistently solid Westin. Platinum status always recognized, but don't expect suite upgrades as the hotel has very few. Rooms are comfortable, albeit on the small side. Food in Embers (hotel restaurant) is usually pretty good, and the workout facilities are better than average. Hotel is situated adjacent to the Convention Center and is extremely convenient for meetings in Uptown, and is a short drive to/from CLT or South Park.
March 22, 2012
Rated 4 out of 5 by Madge101818 This hotel was very comfortable and convenient.
Personnel were excellent. Rooms were very comfortable and quiet. The restaurant personnel were very accommodating and the food was excellent.
August 4, 2014
Rated 5 out of 5 by Tracy70 Conveniently located near the Charlotte Convention Center
My annual mother's conference was held at the Charlotte Convention Center and mother members were able to stay at the Westin.
August 4, 2014
Rated 1 out of 5 by JBMV Would never return
2 HUGE NEGATIVES:
1). No pop machines in hotel. When I called the front desk to ask location of the vending machines, they said they have nine, but room service would deliver one, but there would be a $6.00 fee (plus the cost of the pop & tip)
2). We had 2 small packages delivered to the hotel, and we're charged $30.00 "handling fee". We stay in lots of high end hotels, and I have never heard of this before.
I'm not sure if these are chain wide policy's or just this hotel, but I will certainly never return, and will spread the word to as many people as possible.
July 21, 2014
Rated 4 out of 5 by Maggie42 Hall Noise
The room was very comfortable. Noise from the hall carried into the room, however. I was awakened three different times during the night by noisy guests. As a result, I was not at all rested the next day. The rooms need to be sound proofed from hall noises.
August 2, 2014
Rated 2 out of 5 by Arbee2013 Not up to the mark
As Westin hotels go, this particular one leaves much to be desired. Rooms are basic, and not cleaned well. The room I had this week had a big red wine stain on the carpet - no one seemed to care! The staff do the "bare minimum", no attention to detail, no going out of their way either. Housekeeping forgets to leave toiletries, water etc. Not to mention the room service is more expensive than any other Westin (even more than Manhattan!), and the food is not even par. Not sure what gives Westin Charlotte the license to charge $43 for a plate of bad pasta. Even though I'm an SPG loyalist, I avoid this hotel whenever I can.
February 24, 2013
Rated 5 out of 5 by mrsaj11 awesome
The room was awesome, very clean, nicely laid out, peaceful night sleep.
August 3, 2014
Rated 2 out of 5 by RTGiii Value for the dollar spent is not there
- Room: Upon arrival, I found what appeared to be public hairs in the sink. After turning the room upside down, housekeeping had knocked off bluetooth. headset off the table and found it under the bed. I found a filthy wash cloth under the bed. Some electrical plugs didn't work. Room A/C did not cool the room consistently (go to bed with a cool room as intended but room was hot by morning despite the t-stat showing the same settings)
- Meals: 3 meals at Ember Restaurant... Food was subpar... Breakfast in particular on 2 occasions and lunch once. The service was terrible on the last meal. Several requests took 10+ minutes (juice request, hot water for tea, etc) Had to pay cash because despite asking manager for service, she/no one ever came back to us to collect our payments.
- Conference space: Often 1x service on my phone with 3G on occasion. Had to pay to use wifi in conference area despite lack of cell coverage.
April 21, 2013
Rated 1 out of 5 by Traveler272 Cold Rooms
It was 26 degrees in Charlotte, and my 1st room had no heat. It took forever for maintenance to come check the heat, so I moved to a second room. The second room smelled like smoke and was supposed to get a non- smoking room. After a switch to a third room I was frustrated to find that there was no heat in there either. at 1030pm Maintenance/Engineering came up and assured me that I wasnt just making it up, and that the heater was in fact blowing out cold air. Adjustments were made and then the heat began to work. For what its worth, the manager took care of the valet parking and two meals but needless to say I will not stay here the next time Im in Charlotte.. The complimentary meals and valet were not worth sitting in the cold and putting up with the guest services employee on the phone that seemed less than thrilled that I made several calls/complaints.. Oh yeah forgot to mention that the extra door lock was busted on the door. No thanks
January 28, 2013
Rated 4 out of 5 by NEAnn Great location for convention center.
Overall very nice furnishings and view from the hotel. The lap pool is shallow, but works for a short workout. It was nice to have an outdoor area to relax on a sunny day. My only problem was with the bedding. There was a duvet with a puff inside that must have been 2 inches thick, much too much for summer even with AC. The regular sheet was too short, so the only solution was to take the puff out of the duvet. Then it was great!
July 28, 2014