Rated 3 out of 5 by Kasa319 Embers Grille Has Serious Service Issues
I would recommend this hotel as long as you don't have any need to use its restaurant facilities. Two days in a row I went down to The Embers and two days in a row sat in an empty restaurant and had to go back to the host stand to ask someone to wait on me. Two days in a row. Plenty of servers milling around and me sitting having to ask for service. Also, food is mediocre at best. Asked how I wanted my meat prepared and told them medium, it shows up at the table charred - literally. Really unhappy with what should have been a much better experience. Once I got service the servers were charming and accomodating...I'd give F&B zero stars but wasn't an option.
April 22, 2015
Rated 2 out of 5 by John413 Billing and Rooms
My experience was not good. The prepaid room was not applied properly and I was asked to pay again several times. After two days it was straightened out and was an accounts payable error on the Hotel side. I later discovered my credit card was also charged numerous times for the rooms as well, which I had to spend more time fixing. The rooms let all the sound in and you can hear every word, footstep, etc. The Maids make unnecessary noise talking, playing radios, etc all day and the service was poor. After these issues and discussions at the front desk (5 times), I was not offered anything for my troubles.
April 7, 2015
Rated 4 out of 5 by wigstheome Satisfactory Westin Experience
Checked in on a Sunday. The valet staff is very welcoming and helpful, even if Service Express fails to support their efforts. As a Platinum, I was actually upgraded upon checkin, a very rare event at this hotel (and not entirely the staff's fault -- there is an extreme lack of suites given the hotel's design) and now had a window in the bathroom to go with the jacuzzi. The rooms still suffer from a lack of soundproofing, particularly around the doors, but they have been spruced up a bit. Breakfast in Embers both mornings was good, and particularly the quality of the food, although the staff, while eager, seemed overwhelmed the second morning. The valet staff is terrific, but are constantly undercut by the failure of Service Express to relay vehicle requests to them. The hotel remains extremely well located for the convention center, and is convenient to most of Uptown.
March 24, 2015
Rated 2 out of 5 by Corporatetraveler44 Need training and awareness
My experience at the Westin in Charlotte was NOT a pleasant experience on Feb 4th. Was actually checked in the side or additional connected room with a couch as a pull out. Called down to front desk after a half hour of waiting for some one to respond or check into it had to come down to Front desk and deal with Emily Hilo. She took care of actually checking me into the right room - but just a mess and many folks at the front desk and whatever/whenever need training. I also did not receive my wake up call nor my invoice under my door per my request - not sure if they were entered/place in room next door that I ended up not having access to.
Much surprised this is a Company owned location. Attention to training is highly recommended for this location. I have a team with 4-5 folks staying at the hotel most weeks I'm on site every 2-3 weeks but I will debate where to stay next time even though I'm a LifeTime Platinum Member and currently conducting work on behalf of SPG.
March 8, 2015
Rated 4 out of 5 by MereK5221 Almost exactly what I expect from a Westin
I can't say enough about the bed at this hotel, it was beyond comfortable. The only complaint I have is the temperature of the shower, no matter what I did, I couldn't get it hot.
February 22, 2015
Rated 5 out of 5 by Lace02 The Guest Service at this Hotel is amazing
I want to say that the security team at the Westin has amazing customer service. I recently stayed there and realized that I left my iPad at the hotel. No one had turned it in but the team worked together and with my and we used the find my iPhone app and pinged it. The spread out the whole team across the hotel where I had been in order to find it. I greatly appreciate everything the great lengths that they went through and I can not wait to come back and stay at the Westin again.
February 19, 2015
Rated 2 out of 5 by G2squared Organization and communication need work
Check in went smooth although took 20 min due to nightly audit. Front desk staff very nice and knowledgable. Problem I had was a package was left at front desk and when I went to get it next day at checkout it could not be located.... I spent my entire drive home checking in with hotel about item being found. At least 7 calls over 9 hrs. Still no luck on locating package. They even left a message for friends still at hotel to come pick up my package but to no avail. My friends upon their checkout the following day were even walked through storage rooms for an hour and no package... This is greatly unacceptable for a hotel of this caliber. I have stayed there multiple times before but prob won't again.. I will say on the day after my friends leaving I called again and spoke with a manager named Emily who immediately took care of the situation and actually located my package and offered to ship with in 5 min of my call she took. She was great and very helpful but there needs to be much better communication between staff. Emily was what I look for in helpful staff and she nailed it... The rest not so much....
January 6, 2015
Rated 4 out of 5 by JohnnyD619 Devout Westiner
I've stayed in Westin Hotels all over the globe, and this is one of the nicer city-scape properties they've got to offer. Probably second to The Westin Cadillac - Detroit and Westin Peachtree - Atlanta. Only bummer is no mini bars!!!
January 5, 2015