Rated 4 out of 5 by Annie Front Desk Wait TIme was unacceptable
I love Westin Hotels. However, the Charlotte, NC front desk was severely understaffed. Many people were waiting and obviously frustrated. There were staff walking around through the front desk area but no one addressed the issue or even recognized the number of people waiting for service. I stood at the Starwood Member area for a long time before Kimberly did come to recognize me. I MUST SAY THAT ONCE YOU WERE TAKEN CARE OF THE STAFF WAS OUTSTANDING. KIMBERLY AND THE OTHER STAFF WERE EXCELLENT. The wait time was too long. Quite disappointing.
April 27, 2013
Rated 3 out of 5 by Raegene This hotel was in a good location
Service staff were not friendly-
May 8, 2014
Rated 1 out of 5 by balema7 Had to move 3 times with a 90 year old woman
While I have stayed many a time at the Westin in Charlotte, this instance was one of my worst experiences. I reserved a room using my points for my parents and grandmother to stay during a visit to the city. We arrived around 9:30pm and the staff was very welcoming. However, our first room only had one bed when two was requested and the second one was extremely dirty and clearly hadn't been cleaned since the last residents departed. Normally I wouldn't put up a fuss but all this was happening around 11:00pm at night with 2 parents over the age of 60 and a grandmother who is almost 90, having to lug their bags to three rooms at this hour. I'm extremely disappointed in how things played out and hope that action will be taken to remedy this situation.
August 3, 2013
Rated 3 out of 5 by JD1944 Westin Charlotte
The hotel design is good. The room design is good. Check in was efficient and polite. The maid service in the room was bad. The cleaning left a lot to be desired. The gym is excellent with good machines. Too bad there is not a jacuzzi to go with the small lap pool. The restaurant was average. Eat out. Our room smelled like a smoker room even though it was billed as non smoking. We tried to get a massage a couple of times, but unless you book way ahead, forget it.
March 25, 2014
Rated 3 out of 5 by MrGlobeTrotter Slightly below average for the Westin brand
Travellers who are accustomed to staying in Westin will find that this particular hotel does not fully live up to this brand's standards.
Items to fix:
- laundry service
- bathroom amenities
- comfort of desk chair
- quality of food service in the lobby (Starbucks)
- replace or update worn carpets, bathroom fixtures
August 4, 2012
Rated 2 out of 5 by bterry33 Needs improvements
I said for 5 days and overall it was okay. They are doing renovations on the one side of the building and unfortunately right outside my window there was scaffolding. I felt very uncomfortable with this and keep my curtains closed the entire time. Why would the hotel choice to have this room in use during the renovations. If someone was standing on the scaffolding they would be the same height as me and be able to look right into the room.
The room was clean and everyone was friendly. The hotels’ only restaurant was at best mediocre.
October 1, 2013
Rated 4 out of 5 by HospitalityGuy Charlotte Business Trip
Stayed at the hotel this past week. Great location, staff were nice and accommodating and would recommnd the hotel and stay here again. Here are the positives and negatives:
- No welcome from door person or bellman upon arrival, or any other time I came back to the hotel. Even though staff was out there
- Room was great, view was perfect.
- Needed an Ipad Chargers, operator recommened calling the lost and found, to see if they had one. They did and brought it up to me right awsay, as I was in deperate need. Excellent.
- Most staff throughout the stay were nice.
- Asked for late check out of 3 pm, due to my flight, was turned down.
Overall the hotel met my needs, and was perfect for what I required. With a few tweaks this property can be a lot better.
June 27, 2013
Rated 5 out of 5 by 252sarah Parking issues
The signage for the parking garage is not clear. When you get out of your car, upon arrival, it says in big letters B1, but there is a little tiny M in the bottom RH corner. New comers, Please take notice. When you get ready to leave the hotel, the elevator buttons and doors signs say: BM B1 B2 B3. As you leave you remember Parking on B1 and not on BM. You actually are parked on BM even though the signs appear to be B1. Its very confusing. Their signs need to be consistent and they are not.
March 5, 2014
Rated 3 out of 5 by Jena26 Not up to Westin standards
I can depend on Westin for a superb hotel experience -- usually. Unfortunately, that was not the case in Charlotte. The room I was given was just behind the elevators, and I knew immediately that it would be a problem. I was told, however, that there was no other room available. I could have managed the noise and vibration -- it probably would not bother anyone who is not a light sleeper -- from the elevator, but it was compounded by a noisy bathroom fan that could not be turned off. Finally, the temperature in the room could not be adjusted, and most of the time I was simply way too cold, so resorted to sleeping in bathrobe, socks and gloves. I was also disappointed in my fitness experience, when the tranquility room could not be accessed. On the plus side, I received an excellent meal and was well served in the restaurant.
March 23, 2014
Rated 3 out of 5 by jambon It's the little things
Was there for five nights. Used my robe after the first night. Never got a new one. I even took the hangar from the back of the door and placed it on the towel bar. The hangar disappeared but still no robe.
No problem, I'll just take the time to go to the front desk when checking out to make certain they know I didn't walk off with a robe.
Upon checkout there was a placard on the front desk to the right, it said 'Starwood Preferred Guests". I stood there for maybe ten minutes and watched people walk past me. Eventually someone asked if I needed help and told me that no one was working that counter. So...why is the sign there then?
I just don't feel I got good service there.
I checked 'no' above to recommending this hotel but my real answer is "maybe".
October 21, 2013
Rated 5 out of 5 by SOCAPer This hotel has great banquet food
In all the years of attending events where many people are served breakfast, lunch, and dinner no hotel has ever really served decent food in large numbers. The food for our SOCAP event was excellent!
April 30, 2014
Rated 4 out of 5 by Chip439 Smoking Room?
Upon check in, I was quickly greeted. As my room was booked via a convention. I had called about a month earlier to make sure my SPG # was included in my reservation and to request a king bed. The first room to which I was sent smelled horribly of cigarette smoke and was a double rather than a king. I understand that people will smoke in a non-smoking hotel as the $250 fee is meaningless to many folks but given the condition of this room, it was not ready to rent again. I was also disappointed that my SPG membership did not result in a better room. My room was just ok and at this price point with my SPG membership, I expected a bit better. Otherwise, staff was excellent, location was great and the city welcomed our convention (and money!) with open arms.
January 11, 2013
Rated 1 out of 5 by Unhappy56 Filthy, slow, cold
The bathroom was filthy. I brought it to the attention of the desk clerk – nothing happened. I called the operator to relay a message to housekeeping – nothing happened. I used a towel to sit on the toilet. You can figure it out from there.
The restaurant breakfast was ice cold when delivered to the table. We got a coupon at gave it a second try. Mildly warm, but the eggs had congealed into a yellow mass. As slow as the service was, they likely sat in the kitchen for twenty minutes.
NEVER NEVER again will I stay at this location.
August 16, 2013
Rated 3 out of 5 by Leader Too much for too little
Poorly designed bathrooms. Toilet right next to the door. Mirror steams over after shower and makes shaving very difficutl. Limited places to hang wet towels. One little bar fo leaf shaped soap for two people. Regarding soap, shampoo and conditioner...provided as if in a budget hotel.
June 25, 2012
Rated 4 out of 5 by Beth63 No cleaning materials for gym equipment
This is a beautiful hotel with very clean rooms, a very hospitable staff, and by far, the best and best-maintained gym equipment of any hotel where I have stayed. However, I was not happy to find that there were no cleaning materials available for gym equipment wipe-down in between users The wall dispensers were either empty or not working correctly, so if there were wipes, you couldn't get them out. One day, there was a partial container of Lysol wipes, but when I tipped the container to try to get one out of the bottom, the liquid poured out onto my arm. With the superbugs out there, and the amount of traveling those staying at the hotel are obviously doing, I was a bit worried about becoming ill. This was not a good thing to happen during a Nurses' Conference!
March 13, 2013
Rated 4 out of 5 by Harris Frequent Traveler
I have stayed at this hotel probably 40+ nights over the past two years. The entire staff is great. As a platinum member I really look forward to breakfast and am treated very kindly by the servers.
My only complaint with the hotel is that many of the rooms I have stayed in smell like smoke. My eyes are very sensitive to it and get very irritated. The front desk moved me once and I had them send up a machine to try and clear the room of the smoky smell. I wish they would enforce the no-smoking policy more in the rooms.
March 29, 2013
Rated 3 out of 5 by cwonder just ok.....
After staying at the Hilton in Charlotte last year, i was a little let down by the overall look and friendliness at this hotel. I was here for an event and overall it was just ok......The bathroom faucets leaked and seemed to run warm water out of both side. I could not get a rollaway even though i was an hour prior to check-in and had requested it. I do like the Westin weekend with late check-out that.
March 31, 2014
Rated 4 out of 5 by alperstg Get better pillows
It seems like there are a bunch of pillow provided and they are all terrible (which I notice at all of the Westin hotels.). I realize everyone like different types of pillows, so have some variety available.
April 24, 2014
Rated 5 out of 5 by satisfiedcustomer75 enjoyed4410
The wife and I went on a business getaway and really enjoyed the atmosphere. The staff made available the usual suggestions on restaurants, but went the extra mile in telling me there favorites. Utilized the workout center and most of all felt comfortable in the surrounding area.
April 18, 2014
Rated 4 out of 5 by yakkers55 Great Hotel
Great hotel, high quality and in a great location.
April 30, 2014
Rated 5 out of 5 by BenL311 Great hotel
Wife and I came for the Panthers playoff game and the hotel was just chock full of fans. Nonetheless, check-in was a breeze. The room was super clean and the bathroom was very spacious and up to date. The bed was great, room was quiet. The front desk really helped us out with a friend of ours who also stayed there and was handicapped. All in all, we will not stay anywhere else in Charlotte unless we have to - this place is the best bang for your buck in town. Starwoods should be proud of this hotel.
January 16, 2014
Rated 5 out of 5 by EagleRock The Best Yet
This was the best SPG stay of the last year for me. It was Easter weekend and I'm sure the staff would have preferred to be home but they went out of their way to assist me during my stay no matter how small the detail. Excellent job!
April 22, 2014
Rated 3 out of 5 by GreatKids47 Second time my room was unclean
This is my second stay in which my room was not clean and the room was extremely warm. The carpet was very soiled; I actually never walked on the carpet without shoes.
April 25, 2014
Rated 2 out of 5 by Monique55 Do Not Recommend
The bathroom nor the room was cleaned after the first night stay. I had to pick up cups, empty trash and remove dirty towels and washclothes. It was not an enjoyable stay because if the staff does not clean during my stay I can imagine they are not inclined to clean up when we are not registered.
April 15, 2014
Rated 4 out of 5 by Deb2014 This hotel is my first choice for accommodations in the Uptown area
As did all businesses in Charlotte in mid-February, the hotel struggled to provide their usual great service during an epic winter storm. Management accommodated my extended stay due to my flight delays, despite a full booking. Employees were pleasant in light of extreme circumstances that shut down the City and complaining guests. The hotel car service to the airport did not live up to my expectations. The driver was surly and a poor driver given the icy road conditions.
February 17, 2014
Rated 5 out of 5 by Yva45 Great features and friendly staff
The staff was very friendly and helpful! The room was very clean and comfy! With amazing views from the 21st floor! The hotel offered town car transportation services to the mall for a reasonable cost. I will definitely book a stay at this Westin again in the future!
April 17, 2014
Rated 3 out of 5 by katbaus disappointed
I stayed for 8 days. I was asked when I checked in if I would like to participate in your "green" program. I was told that my trash would still be emptied and my towels replenished, but my room would only be cleaned every three days. After 4 days of nothing at all (including the supposed $5 coupons) I had no clean towels and lots of trash. I called and asked to please have my room clean - nothing. The following day I called to ask to please have my room clean - nothing. I went down to the front desk and asked to please have my room clean, when I returned that evening towels had been thrown into my bathroom along with some trash bags. Dirty towels were still piled on my floor, no toilet paper, and trash remained. I called down a third time and my room was finally cleaned (poorly).
July 5, 2013
Rated 5 out of 5 by tbc0914 Awesome Customer Service
My parents stayed here for a weekend get away for my Fathers 65th birthday. My father can't stop talking about how pleasant the stay was and he raved about the staff. I had set up a pre-authorization for my CC to pay for the stay- thanks to the concierge service and therefore anything and everything my parents wanted was no charge to them and with NO HASSLE!!! They were treated like royaly!! Great Job Westin and to the staff that worked from 6/22 - 6/24 and serviced room 2201, Thank-you for everything!!!
June 27, 2012
Rated 3 out of 5 by madcapswife Extremely Nice but pricey
I was staying at this hotel for a volleyball tournament. The room and service was great but we should not have to pay for parking to stay at your hotel. We paid $18.00 for parking and an additional $8.00 the next day. It took a long time to get service for luggage to the outdoor parking garage that finally I had to tote my own bags to the vehicle without the cart to make it easier b/c they don't allow the hotel guests to use them. Not completely impressed with the whole package.
February 3, 2014
Rated 2 out of 5 by designer123 Recent stay
I love the Westin Hotels!! However, my last stay in Charlotte was not a pleasant experience. The hallway to my room was dirty, looked like it was coming from the staff storage. Checked in late, there was room service trays in the hallway, that appeared to be from breakfast. Was in the Lobby Bar and the bartender, asked the patrons mostly men if she could change the TV from a sports event to a reality show that was on. Ordered a bowl of soup and it was somewhat cold and l garnished heavily with scallions
February 20, 2013