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 2 out of 5 by FreqntTrvler The Worst SPG property I've stayed at
The only positive thing about this property are the employees that work here. I've stayed at this Westin on several occasions and each time it's gets progressively worse. They changed the shower heads, which used to be the best feature in the rooms. There is absolutely no SPG recognition. No free water, club room or other amenities offered at almost all other SPG properties. If you are ever coming to Charlotte, do yourself a favor and stay elsewhere.
March 1, 2013
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 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 4 out of 5 by Kbl59 A bit noisy for our taste
Great location but a noisy lobby both in evening and early morning.
Our room on 9th floor could hear train doors ding to indicate opening or closing all night.
October 18, 2014
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 3 out of 5 by Girls2014 Westin Had Higher Expectations
I expected much more from the property/experience. The staff were the best part of the stay. Room had a few issues and discussed prior to departure. There are so many less quality properties with better amenities for guests/groups i.e. considering free wifi would be a suggestion. The movie prices for older movies was not reasonable in our opinion as well.
October 13, 2014
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 5 out of 5 by boo49 5 star experience
This Westin went way beyond ny expectations.
The staff was courteous, professional and personable.
The room was spacious and inviting.
The amenities were top of the line.
October 14, 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 5 out of 5 by k4hand Wonderful hotel experience!
Very friendly staff, great location to downtown, and the rooms are ultra comfy!
October 13, 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 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 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 1 out of 5 by oops27 greatly disappointed/not welcoming
first room we were given smelled like cigarette smoke....rooms have a very drab unfriendly feeling, very generic....we would appreciate & prefer complimentary breakfast, we would never recommend the Westin to anyone, we were only there because of a wedding block of rooms...the Embers turned me away when I tried to purchase a coffee....go to the Starbucks I was told...perhaps that cup of coffee would have been satisfied with an order off the breakfast menu...lobby cold feeling
September 30, 2014
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 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