Rated 3 out of 5 by Prplhrt4234 Queen's City hotel....NOT fit for a QUEEN
I chose this property to spend my boyfriend's birthday and let's just say the hotel was NOT the highlight of the weekend. As a platinum guest, I was not upgraded to a suite. I did receive a corner room with a great view, but obviously I would have preferred a suite.
After checking in, I went downstairs to talk to the concierge about setting up something nice to kick off our celebration (a tray of chocolate strawberries and an ice bucket for the champagne that I had for us). I was told by the man at the front desk that I should just call In Room Dining...and that they handle these requests. I looked at him a bit puzzled and expressed that I was surprised, as that is not how it is usually done. I have stayed at SEVERAL SPG properties and the level of service received from the concierge has always been ABOVE AVERAGE and extremely helpful. Here it was definitely BELOW AVERAGE.
I then called In Room Dining, who told me that concierge should handle these requests. ARE YOU KIDDING ME??!! I was then placed on hold and bounced around until I was connected with a F&B supervisor. Long story short this supervisor TRULY saved me from checking out of this hotel. She went ABOVE and BEYOND to make the night special for us, including going to the grocery store in order to get strawberries since the hotel didn't have any. I personally went to the restaurant to thank her later and she was just as warm and gracious in person! She needs to lead a training course for the rest of your staff at this property. She truly understands the level of service that your customers desire.
As if that wasn't enough, we had glasses that housekeeping removed from our room on Saturday morning.....that were still sitting outside of our room when we checked out at 4pm on SUNDAY!!! We even added a takeout box to the glasses....and that was still there too. This definitely worries me about the cleanliness of this hotel. Again, most SPG properties have a level of service where the floors are monitored and dishes are removed daily (if not every few hours). It was a definite eye sore to see these glasses Saturday afternoon, evening and still Sunday morning AND afternoon.
Needless to say, although I always stay at SPG properties for not only business but my personal travel. Quality and exccellent Customer Service outweigh my desire for hotel points. I do not have a strong desire to return to this property on my next visit to Charlotte.
December 21, 2011
Rated 3 out of 5 by LFW52 Disappointed
Sink clogged, toilet wouldn't flush unless I held handle down, 2 light bulbs burned out. Then they charged me for Internet after they said it would not be billed to me. When I spoke with front desk, they took off Internet charges but didn't want to. Just did not have the kind of stay one would expect from a premium hotel.
May 3, 2013
Rated 3 out of 5 by Ark11 Beds comfy, restuarant horrible
We had reserations at the hotel and they sat us an hour after we arrived. Our table was set they refused to seat us or let us go ahead and order drinks. Service was slow and they forgot to order one of the meals at the table. 1 person got their food after everyone else had eaten. Portion sizes are too small for the price.
April 8, 2013
Rated 4 out of 5 by sparky Hotel restaurant
I was seated near the staff cooking in the restaurant. I was disappointed in their lack of professionalism when they're working in an open environment. The language being used and inappropriate comments being exchanged were appalling. I think the service could have been much faster if they had been focused on their tasks.
February 5, 2013
Rated 4 out of 5 by Nikki Service
The first thing was I paid for accomodations for a superior room with heavenly shower. I got to the room at 2301 and no heavenly shower. I then had to go back down to change to another room (#1402.) The superior room was very nice, and beautiful. However the hallway was not clean at all. The guests room next door had a tray of food infront of their door all day (from 3pm until) the next day. The room that I was staying in had a bucket of beer with 2 full bottles of beer and an empty bottle of beer in it. The bucket was there at my 3pm check-in and remained there through out my entire stay. I went to dinner and called to the hotel to ask if there would be a microwave available once I got back there were not any available. I brought a salad and fruit back for later since there was no microwave. the refrigarator was not in working condition. My salad and fruit was warm, and not eatible. The Westin has always been my favorite Hotel but this last stay was not so great.
February 5, 2013
Rated 5 out of 5 by Brooklynne97 Great stay
We booked this hotel for a cheer competition being held directly across the street at the convention center. Understandably, there were thousands of loud, giddy, little girls everywhere who seemed to get louder when I tried to go to sleep. Overall, a great hotel with EXCELLENT, CARING staff. Would definitely stay again.
January 21, 2013
Rated 2 out of 5 by Patrisha System needs work
I pulled up to what looked like a glamours, prestigous hotel and for the most part it lived up to my expectations. Here is where it fell short; I had self-parking included in my bill, but everytime I attempted to enter or exit the parking gargage, my room key would not work even after having numerous keys issued to me.
March 25, 2013
Rated 4 out of 5 by 1tessa very nice place
My family was in town for a concert and this is the only hotel that had rooms available that was pet friendly. Very, very nice place. I would stay again! The staff was wonderful. The room was clean. Although the presentation of the food was a 5 in the restaurant it is pricey for the amount of food that you get.
November 7, 2012
Rated 4 out of 5 by Kurt28 Nice - but know what to expect
Very comfortable, quiet and clean room. Great banquet room and food service!
Beware of the extra $18 per day to park at the hotel. Also, the bottled water in the room is not complimentary as advertised.
March 10, 2014
Rated 1 out of 5 by Hornets13 Was Very Disappointed in this Westin
We have always been pleased with Westin stays but this was very sub-par. From the check in and wait to the not cleaning our room during our stay to trying to depart was a disappointing experience. With all the hotels in the Charlotte area there are so many more to choose from that would give us a better stay.
April 29, 2013
Rated 5 out of 5 by VBU33 Set the standard as usual
The Westin Charlotte continued my usual expectation of the Westin/Starwood brand. Excellent service by the staff, and an extreme attention to detail made my family feel as if we never left home. Even though the property was incredibly busy, we were treated as if we were the only guests. In one word- superior.
May 6, 2013
Rated 5 out of 5 by Sororcyn This hotel is very convenient
This Westin is located in the heart of the city with a myriad of restaurants, museums and cultural experiences. The hotel itself is wonderful with a nicely appointed room, great Westin bed, shower and tub. I loved the ambience of the room as well as the hotel lobby.
February 2, 2014
Rated 3 out of 5 by Rebecca28 Great location
Hotel is located in a great spot.
However, the food and food services in the hotel were not up to the level of the rest of the hotel.
The only meal that was good was the awards banquet.
I ate in the ember grill and had some meals provided. Appetizers at hospitality suites were unimagnitive and repetitive.
March 28, 2013
Rated 5 out of 5 by JoeyVanJoeJoe "Charlottes and Lots of Amenities!"
This hotel was VERY NICE- beautiful lobby area- incredible bar area- very cosmopolitan feel.
The rooms were outstanding and the STAFF was above and beyond. (I requested an extra coffee pack and they left THREE in my room) I loved it!
February 21, 2014
Rated 1 out of 5 by Toy33 Stay at Westin
Hotel has great rooms but the parking cost $18 per day which is too costly.! You have to carry your luggage from the parking garage into hotel. No cart or help with luggage.
Nothing close by to eat, drink , or site seeing.
No breakfast for rooms that are upgraded or exective lounge for drinks and food.
August 25, 2012
Rated 3 out of 5 by Apb2148 Average
As nice as the hotel was suppose to be, it was not as good as some of the two star or three star hotels that I have stayed. We had to have a room re-cleaned after we arrived. The staff we very professional and helpful! The bed was not very comfortable and the bed seemed flimsy and made a lot of noise.
May 28, 2013
Rated 3 out of 5 by ggm2013 not worth the price
the hotel is OK, but there are much better ones in the uptown area, which are roomier, better appointed , better lighting etc in the bathrooms and much less expensive, with equally friendly staff. Parking/entry/exit was a nightmare due to construction, but poor management of that situation, as well
October 15, 2013
Rated 3 out of 5 by 1pirate New years well spent!
I great way to start the new year, the room needed a bit of attn, but however maid was very attentive, and heavnly we slept! A nice stay indeed-definite will stay at the westin downtown in charlotte, nc again, was dissappointed no Hot tub..but pool next day indoor was nice Heavenly Bed! Heavenly Stay!
January 3, 2013
Rated 3 out of 5 by jk2222 Customer Service is lacking
Very disappointed in the hotel staff. Took over 1 hr to check in. A hotel next to a convention center should be able to check people in with out long waits. Waited over 30 minutes on someone to help take our bags down and then we gave up and took them our selves. Nice Hotel but not staffed very well
March 25, 2013
Rated 5 out of 5 by Lou1028 The hotel
Staff was courteous and helpful. Room was great. Awesome shower! Gorgeous view of Charlotte, NC.
Location was perfect. It was on walking distance to restaurants and other places in downtown Charlotte. Wi Fi in several locations.was very convenient.
Easy to check in and out. A really plaeasant stay!
February 27, 2013
Rated 5 out of 5 by tadgreen Never Have Cold Water
I have stayed here on many occasions for business travel. Regardless of the room, the cold water is never cold. I hate brushing my teeth with warm water. Thankfully I get bottled water with my SPG membership as drinking the warm water wouldn't be preferable. When are you going to get this fixed???
June 29, 2013
Rated 5 out of 5 by Randi Wonderful Anniversary Escape
The staff went above and beyond to make sure we had a fantastic stay. Our room was upgraded due to the celebration and availability to a nice corner room on the 24th floor with a view of the skyline. A wonderful nights stay and excellent bedding as always with a Westin. Overall a wonderful stay.
May 2, 2012
Rated 3 out of 5 by TheScats Work in Progress
This hotel has a staff that helps overcome the current mayhem caused by construction. I'm sure the facility will be a jewel once work is finished.
The brown water that came through the faucet in my bathroom sink was the only thing I found unacceptable. Sorry, but that's a deal killer for me.
September 20, 2013
Rated 4 out of 5 by Linda free wi-fi
over all, experience was great. However, if you wish improvement, check out your reception personnel; one employee might ruin your reputation. The rests of them are ok (just ok) except for one who took extra time explaining to cutormer. She is dark & short. Their name tags are not so visible.
April 8, 2013
Rated 4 out of 5 by Patrick Bathroom needs an update
Disappointed in the bathroom set up. Shower head was terrible and tub was shallow. Overall bathroom was just too small.
Pool was another disappointment. Located in the gym...I was hoping to have an outside pool. Also, pool was too shallow and looked dirty but probably because it was so old.
May 27, 2013
Rated 4 out of 5 by Steeple Pretty good, but...
Loved the hotel. Loved the room. Loved the food at Ember. Really felt like we got ripped off when the bill for my glass of Single Malt Whiskey came in at $31. Ive never paid more than $20 anywhere ever, and really felt like this was out of line. Food was great at Ember; service was marginal.
February 25, 2013
Rated 4 out of 5 by nceaglesfan Overall good hotel
Only issue was with the cleanliness of the bathroom on my arrival. Also opted for green option without daily cleaning and room was supposed to be cleaned on day #3 of my stay and was never cleaned. Otherwise bed was very comfortable and had conference in hotel with excellent accommodations.
February 8, 2013
Rated 5 out of 5 by Nick8824 Nick88 Review
Best hotel location in the world would love to stay again and tour the Nascar HOF. Food could be better the chicken was burnt waffles were old and stale pimento balls were flavorless ahi tuna taco was stale tuna was good. Food seemed old not fresh in your restaurant.
January 7, 2014
Rated 5 out of 5 by carnut great stay
great hotel, easy to get to, staff was super friendly, rooms were wonderful. right across street from convention center so very convenient if you're attending an event there
March 10, 2014
Rated 2 out of 5 by Pvteye Conference Facilities
Upon arrival I was told my room was upgraded...If this was an upgrade I would hate to see a standard room. The conference facilities were like a wind tunnel. The minute the door to the conference room was opened I felt like I was in a hurricane. Staff did nothing to help fix the problem.
October 19, 2012