Rated 2 out of 5 by disappointment Apathy by management.
As I read the reviews of previous guests it seems that some of my concerns have been mentioned before and still not addressed by hotel management, as we experienced similar problems of past guests.
We checked in early in the evening after a long drive and were quite tired. The person at the front desk was very polite, but despite noting that there were 5 in my party ( 2 adults and 3 young children), did not inform us that if we were planning to use the sleeper sofa in our room that we would need to call house keeping to have the bed made up for our use.As we had a parlor room with 1 bed ( a king) she must have thought that all 5 of us would be sleeping in this one bed! She did not inquireabout our sleeping arrangements or offer assistance.
It was not until our children had changed into there pajamas that we discovered the bed was not made and then after calling the front desk discovered the need to have housekeeping make up the bed.
They did so promptly, though did not bring pillows for the bed, and it was uncomfortable having a stranger in our room while our children were in there pjs ready for bed.
We found the beds to be poorly made, with mattress pads that did not fit the beds and linens that were to small for the bed. As such the sheets and mattress pad turned into a nice lump in your back. Not the most restful sleep despite the "heavenly bed" logo.
The bathroom was extremely cold and apparently doesnt have a direct heating source.,almost unbearable (it was in the mid 30's that evening), and same for the pool area and spa.
Lastly when we attempted to bring our concerns to management, we could not speak to anyone directly. We had to leave a voicemail with the front end manager, and despite our requests for a return call still have not spoken to anyone. Instead we received the same generic , tepid reponse, via E-mail,, AFTER A WEEK AND A HALF,that I see on the reviews that I've read on line.
Obviously they truly care about there guests opinions!!
Not what I would have expected from a hotel chain with the Westins reputation.
I will never stay there again, though I would still continue to stay at other Westins. Very disappointing!!!!!
February 4, 2012
Rated 2 out of 5 by MM14 Not What It Once Was
My wife and I spent our wedding night at this hotel. I have made many recommendations in the past; however, I recently thought to surprise my wife with a night out from the house. The promised suite upgrade did not happen, which was a critical factor in deciding to book the hotel. I called the night before to ensure the Platinum Upgrade would be there and upon check in was told no.
The room service menu was no where to be found and eventually a printed piece of paper was brought to the room. When the room service arrived it was not complete, not as described and cost nearly $100 for breakfast items.
I stay at Starwood Properties more than 100 nights a year now and as Westin's go this hotel is not up to standard.
June 23, 2012
Rated 1 out of 5 by Unhappycamper1 We were very unsatisfied
I am sorry to say that we were very unhappy with our stay at your hotel. First, the man at check in could not find our reservation and was not helpful nor offered any apologies. He found our reservation eventually. Next, our room was not clean. There were some stains on the sheets, a ripped pillowcase, crumbs on the carpet, and the tub did not look clean. We tried to have a drink and a bit to eat in the bar after the play, but after 30 minutes of being ignored by the waitress we left. When we came back to our room and some sort of "air freshener" had been sprayed in our room and it smelled terrible. We called to complain and although Jennifer was very polite it took the manager an hour to call us back and again his response was not polite or helpful. He offered to move us, but at this point it was midnight and we chose not to move. Costumer service and cleanliness is vital to a hotels reputation. I stayed here years ago and was very satisfied. Sorry to say, this hotel has gone downhill and this will be the last visit to this hotel.
March 12, 2012
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 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 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 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 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 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 1 out of 5 by 318NoGood Worst experience ever
Very expensive, staff not knowledgable about thier own positions, rooms not fresh smelling, a/c broken, had hard time sleeping due to room temp, Fridge actually made our items warmer then when they went in. It was close to the stadium and thats why we stayed. Never again.
November 4, 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 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 4 out of 5 by wigstheome Decently Dependable
Checked in on a Sunday for a conference at the adjacent convention center. The valet is and has always been fast and efficient, although self-parking is a simple alternative. Check in was quick, although I hate being told I have been upgraded when I am given exactly the room I reserved. The hotel has limited suites, so I have found upgrades here very sparse. My room, a corner king was pleasant is the standard Westin way, although the extra windows are a definite positive. Breakfast in the restaurant was quick and the food was fine. The hotel's gym is more than adequate, and the Starbucks stand in the lobby is a definite amenity. The front desk was extremely defiant when I requested a late checkout (even after I pointed out my Platinum status), but I managed to win the argument. No errors with billing, and my car was brought out quickly each time. As mentioned, the hotel is adjacent to the convention center and offers convenient access to CLT and to Uptown.
April 1, 2013
Rated 1 out of 5 by rndmcgs 11PM..Really
I had this room (2030) booked for the week, departing Friday. At 11pm on Thursday night, security pounded on my door saying I didn't belong there and I had to leave immediately. I called the front desk and talked to the manager who asked if I had any dealing with the front desk that day, which I didn't. I was here on business and recovering from major surgery...being startled out of sound sleep in the middle of the night was so wrong. I'm not sure why or who cancelled my reservation but the front desk personnel needs better training. A simple phone call would have sufficed and no, I will not stay here again unless it is the only hotel available. Extremely bad experience.
August 20, 2012
Rated 2 out of 5 by Cindi Big convention hotel with poor guest service
I am a Starwood member. Requested early check in since I was speaking at a conference. Concierge, Nicole, advised there was not a room ready. Sent me to the locker room to change. What is the point of membership if you cannot be accommodated? I asked for a room away from the elevator. She put me straight across from the exit stairway. The door started banging every few minutes at 5:30am. I assume it was staff. I asked Nicole at another point if I could have a walking map. She was checking in a LONG line of guests. She told me I had to wait in line like the rest ofmthemguests. I guess she doesn't know the meaning of concierge. Very unpleasant stay for me. Will not be back.
June 17, 2012
Rated 1 out of 5 by TLH28 This hotel needs new management
This is the first time that I have stayed at a Westin hotel and probably my last. My first day, i requested a room change, the comforter had stains as well as the carpet. My new room there were stains on the comforter as well as the carpet but not as noticeable as my first room. For three days the carpet in the hallway was not vacuumed. In addition, I noticed that a towel I placed on the floor had been refolded and placed back on the shelf. My fourth day there, my room was not cleaned until 8 pm that night due to some issue with the computer. This place is a nightmare!! The only positive thing about my stay was that the front desk staff was very friendly and professional.
April 7, 2013
Rated 5 out of 5 by Tiger207 Freakin sweet
Booked one of the corner suites and it was amazing. I guess I've always stayed in cheap hotels, but I was just shocked at how nice and new everything seemed. Also, just the drive up to the hotel was impressive! Would definitely stay here again.
November 12, 2012
Rated 4 out of 5 by Chuck01 This hotel needs complementary services
The hotel met my expectation except the following that will determine if I have to use their services next time. They are:
- Complementary bus service to airport and back
- complementary breakfast
- complementary Internet service in the rooms.
November 19, 2011
Rated 2 out of 5 by Sassy Miserable Stay
I really wanted to be able to say I enjoyed this stay....but just can't. Will give credit where it is due....the room was clean, and the beds are always comfortable. But in room 504, there was a noise problem that occurred basically all night long, keeping me awake. The plumbing pipes popped, clanked, and banged continuously, and it was so loud that the only way to drown it out was to play the TV loud...but who can sleep like that? First night was not as bad, but second and third nights were awful. I kept thinking it would subside, but it didn't. On the third night I was desperate for sleep, and called the front desk twice. On the second call, they sent an "engineer" to our room, and after discussion he said it was related to the heating/cooling system water return, and there was nothing he could do about it. At this point, at about 2 AM, it was pointless to ask to try to change rooms. I brought this to the attention of the front desk person when I checked out. She was "sorry for our experience". The topper came later that day when my group went to the restaurant in the middle of the afternoon, just to get some coffee. I have never had such awful service. It was not busy at all, most tables were empty. It took five minutes to be seated...the hostess just walked away. Then after we were seated, it took 10 minutes for anyone to come to the table. We ordered coffee and tea (Starbucks was closed, or we would have gone there), and asked for water. The water never came, so one of us went over to the bar and got the water for us. The attitude of the server was very negative. I guess she was aggravated this was not going to be a big check...although I have to say, paying $15.16 for two cups of coffee and two cups of hot tea is pretty exhorbitant to me. We were so unsatisfied with the service, we did not leave a tip. I am very happy to tip generously when service is GOOD, but do not feel compelled to leave a tip when the service is terrible. The waitress had the audacity to come back to the table and say in a very snotty tone " I really want to thank you". That was the last straw. So uncalled for.
This was my first visit to Charlottte, and it won't be my last, but I won't be staying at this hotel again.
February 22, 2012
Rated 3 out of 5 by Deank Check Out Drama
I have stayed at this hotel a few times and usually don't have too much trouble. However the last time I stayed I was charged for valet parking for three days.
When I explained that I did not use valet, the front desk manager, was suspicious and asked me if I could prove I didn't use valet.
Not the way I expect to be treated as a Platinum member or any guest for that matter. It was a bit embarrassing to have to search for a receipt for off site parking
February 2, 2012
Rated 1 out of 5 by Wyocowgirl High expectations, low performance
I checked in and when I did, no mention of the green program (not having maid service) was made. However, when got to my room 701, I read the door hanger and promptly put it out at around 3:30 pm. I did not have washrags and thought this was part of your downsizing/green program so had to use handtowels until in talking with my fellow attendees that they had washrags. I did follow up with a housekeeper in my hallway and finally got washrags the on Friday afternoon. I had one little $5 green redemption card flipped under my door on Friday and that was it. My bathroom never did get warm despite having the room thermostat turned to 75. The building was horribly cold the entire meeting.
January 28, 2013
Rated 4 out of 5 by wigstheome Reasonable, Standard Westin Experience
Checked in on a Wednesday later afternoon. Valet was quick and efficient. Checkin was reasonably easy, and my status was acknowledged -- no upgrade offered, but this hotel doesn't have a lot of suites, so no big deal. The rooms are comfortable, albeit a little on the smaller side, and some of the furnishings are definitely starting to show their age. I prefer the corner rooms as they have extra windows. Internet worked well, and i had a quick breakfast in Embers in the morning, which was fine. No problem checking out or getting my car. Had a really nice dinner at Halcyon in the Mint, btw.
June 7, 2014
Rated 2 out of 5 by DaniMarie525 New Years Eve party
This review is about the NYE party the hosted in their Charlotte - Uptown location. The hotel itself is clean and beautiful, and the front desk woman who checked us in was great, but the good ends there.
Do not waste your money on the NYE party. The bartenders were rude and when I tried yo order a cordial, which was advertised, they had NO idea what I was talking about. They advertised they would have a champaign fountain and they did not. The process to receive your wristband was a disaster. Some woman told us and others to follow a couple to a different area and the couple was going up to their room, so we had to stand in line all over again! The hor'derves weren't anything exciting, but we expected this and had dinner at McCormick and Schmicks prior to the party. It was so bad, we only stayed for an hour and walked to where Charlotte's first night was being held. It was a free event that was WAY better than paying the $280 for The Westin's party. Honestly I'd be embarrassed to be a nice hotel and throw that train wreck.
As a hotel, it is great, good location and clean. The bartenders are rude and clueless to the drinks they are serving. We also had a rude cashier that we bought tickets from who charged us for an extra champaign that we didn't want and told us there wasn't anything she could do about it, she said we wanted three, when there were on,y two of us and we both had mentioned TWO.
January 1, 2014
Rated 3 out of 5 by CPS8 This hotel is nice with the exception of the taxi service you are using.
We were satisfied with all aspects of our hotel stay except the taxi service arranged by the hotel. It may be wise to reconsider the taxi service you are using. We were told we would be picked up by the driver who took us to an event. When we called the Westin for help with this after the event, unfortunately the staff who answered the phones did not take care of the problem. We had to wait in an unsafe area for 1 1/2 hours before we were picked up by a taxi service we had to contact.
October 21, 2014
Rated 1 out of 5 by UpsetPastor This hotel has fees for everything
I stayed here for a conference and found that they charged a fee for everything including $50/night for damages as well as including your parking and entire stay at the beginning of your stay rather than at the end. Upon checking out a day earlier than on my original reservation (but that I stated upon checking in), I was informed that there would be a fee of one night's stay plus tax as penalty. Not to mention that I did not get the room I had reserved, and that housekeeping ignored the "Do not disturb" sign hanging on the door (which also was removed and not replaced).
July 6, 2013
Rated 1 out of 5 by mlecs Luggage Lost
I checked into this hotel around 11AM on Tuesday and was told that my room was not yet ready, but that they would take my bag and deliver it to my room. No problem; I hadn't expected the room to be ready early.
An hour or two later, I received a voicemail that my room was ready. Great, except I was in meetings and couldn't return until that night.
A colleague joined the meeting later, having checked into the hotel as well, and was laughing that he had originally been given a room that had my bag in it, which he described as appearing to have been "hastily tossed into the room", and was trying to tease me about being in a rush. I assumed it was poor service from a bellhop or something.
When I arrived at the hotel that night, they attempted to assign me to a room other than the one my colleague had mentioned my bag being in. I explained the situation, and the desk assistant looked stricken and went to the room behind the front desk. She never returned.
I waited 10 minutes with no serivce or information. Line forming behind me.
The manager comes out and explains my bag is not in that room, and suggests I look in the new room assigned. Shouldn't they KNOW if the bag is in that room? I look -- no bag.
Back downstairs, I tell the manager this, and she goes to investigate. Another 10 minutes later, a man comes out and begins asking me about my bag, no introduction. I ask who he is, and he says he's with security.
He then takes me to the luggage room to see if I can find my bag. At this point I'm irate. It's late at night, I have the bag check ticket, I have an important meeting in the morning. This debacle is now going on 45 minutes.
My bag is not in luggage. As we are walking out of the room, the security man seems to have some sudden memory of being given a bag that hospitality "found" in what he originally describes as a "non-guest area" but then decides is one of the rooms.
He describes it -- it's clearly mine. He tells me that he had to go through it to look for a name, then starts describing my shoes, my clothes, and what he calls "some kind of Bible or something" (my daily devotional).
He goes to get the bag, and it's a mess. The zipper is tricky, and it's off track. My clothes are balled up, including my underwear which is now tucked into my shoes.
While the manager stayed with us and was very nice, she repeatedly told me she "wants to know what happened, too". Shouldn't she KNOW what happened? Why am I on an investigation of poor service with the manager?
The room was comped and I supposedly given some points or something (I don't know, haven't checked).
This experience was very upsetting, and I have no intention of returning to that hotel. I feel violated by someone going through my personal belongings, then choosing to announce to me that he "had" to go through them and describing them to me in detail while we are standing in the hotel lobby. He never apologized for the problem; just said he was glad it was sorted out. This, to me, is not "sorted out".
If a bag cannot be left for delivery to a room, they should never offer to take it. I would've been better off and saved myself an hour of terrible service while worrying that they had actually lost my belongings, then I'm supposed to be comforted that they lost them, found them, had no idea whose they were (WHERE WAS THE CLAIM TAG THEY AFFIXED TO IT?) and looked through everything I brought. I'm getting upset just thinking about it.
The next morning, a concierge came to my room to help me with the presentation materials for my important meeting. He asked how my stay was going, I mentioned the lost bag, then he said "oh, I heard about that'. Great, so I'm also a source of chitchat by the front desk. Thanks a lot.
I'm not impressed.
P.S. They lost another colleague's bag, too. Lucky for her, she was able to find it in the luggage room.
April 11, 2013
Rated 5 out of 5 by Pardue1 Westin Charlotte
Great hotel and would recommend. We always stay here for Panther games / very convenient. The staff is great!
October 28, 2014