Rated 2 out of 5 by Verified Reviewer Category 5 failure........
I have stayed at many Westin Hotels, all over the globe. Unfortunately, this stay was the absolute worst in a Westin brand hotel. As a platinum I am very loyal to the SPG brand, that is why I stayed here; it's the only option you have on the strip, now that the big hotel down the street is no longer SPG.
To start on a positive note, the location is great, just a few steps off the crazy busy strip, it is an escape of a location!! In this property you get the best of both worlds, crazy busy, and a relaxing place to hang out and hid away. Also, Alejandro and Amanda tried their best to correct the issues as they occurred, but this "resort" is in some desperate need of TLC and in need of staff training in cleaning and customer service.
This hotel is not a category 5 property, it is more like a property that is being hit by a category 5 storm at the moment. As you will see in my rating, there are good and bad points in this property; my rating of 2 might be a bit harsh, but the management of this place need to address the many problems, or it will get to a point they can't fix it, and it will be kicked out of the SPG line up - then we all lose.
The stay started out disappointing before I got here in that my request for a Suite Night Award could not be honored. However, the nice gentlemen checking me in, acknowledge they couldn't honor a room upgrade and that he was apologizing on behalf of the hotel and the manager. He offered me a full breakfast buffet for the disappointment of no upgrade. Great touch, and I thought I was off to a nice stay. Most problems can be fixed by being honest and upfront, and the front desk guy did just that. Again, this hotel has some good points.
However, after being in the room for an hour, I began to be frozen out. The A/C wouldn't shut off based on the thermostat setting. The battery on the floor underneath it might have had sometime to do with that, so I called service promise desk and they said they would send up engineering. Engineering came up, however, the gentlemen didn't seem to care what I was explaining to him (I own rental houses, I know a bit about A/C), he changed a filter, which was not the issue, said it was okay and left. 1/2 hour later I was FROZEN out of the room, I called back down to service express they said that they would send engineering back. Service express called a couple minutes later and said it couldn't be fixed and they would move me but the hotel was full and the room was a downgraded double room. I was unhappy, but had to move as I was freezing. They said a bellman would be up with the keys and move me, I asked for 10 mintues. Why wasn't the engineer honest with me, very bad customer service from an unfriendly worker.
A knock on the door occurred 5 minutes later from housekeeping wanting to flip the room. I told her I wasn't out yet! Then 10 minutes later, a person arrived with my new room keys to the downgraded room; he had no interest in helping me move my 1/2 unpacked stuff. I dragged my stuff, with no cart down 2 floors with him walking behind me, talking on his walkie talkie! HORRIBLE customer service. The situation had now gone from bad to worse. Each time the staff involved make the situation worse, many of the staff really just don't care they look unhappy, very few smiles, it's a sad place.
I got in the downgraded room and it was dirty! The power strip for the computer on the desk either had white mold on it, or someone spilled soda (I hope) on it and the dust from the past year had attached to it. The curtain was partially off the rod, and the bathroom fan had over 1/2 inch of dust and dirt in it, restricting over 50% of its airflow.
I called down to Service promise a 3rd time. Amanda came up along with Alejandro. Amanda offered me some service points and Alejandro got a maid to re clean the room and left a couple bottles of wine on the TV stand, which was nice touch. After the maid left I rechecked, she wipped the top of the powerstip but the cord still was disgusting. I was so upset, I didn't call the service promise desk back, I checked out in the morning to a different property.
I am suppose to be back here for four nights in January of 2014. At this point I am not sure if I will give them another chance or not. It depends on Amanda's followup. I will repost an update IF I come back.
My recommendation is to approach this property with caution based on my experience, maybe it was a comedy of errors, but I am just not sure.
April 7, 2013
Rated 3 out of 5 by FrequentFlyerGuy Dated Westin
The hotel felt very dated and in need of a significant face lift.
It's the only SPG property close to the strip, so I had no other option to earn points.
April 4, 2013
Rated 4 out of 5 by keto1957 Smelly
Woke up 3A on my 2nd night stay to a sulphur odor in my room. Got stronger as I moved towards the bathroom. I opened the door to my room and the hallway was filled with this horrible odor.
April 3, 2013
Rated 4 out of 5 by Leis Great hotel
The room was great, my husband was thrilled with the HD TV in the room. However, I asked at check in if there was a hot tub and was told no. I was incredibly disappointed when I looked out my window just prior to check out to see a HOT TUB below me. I would expect Westin staff to have better knowledge of the facility. The same person checked me out. I mentioned the bad info and she said she had asked someone AFTER I asked and discovered they did have a hot tub. Nice if she would have asked before she gave me bad info. An insincere sorry didn't really make me feel better about missing the hot tub.
April 2, 2013
Rated 5 out of 5 by birdog Great Time
We stayed at the Westin March 13-15 the rooms were nice and the location to the strip was great. I brought my 21 year old son and it was the first time he could gamble and he though the Westin was great. During the week the tables have a $5 bet minimum which is much less than the tables on the strip so he could gamble much longer for his limited income. Everyone was very nice, I actually stayed here last Sept with my 89 year old mother and the hotel let us use a wheelchair for her at no cost which was a blessing. I highly recommend the Westin a great value for a fantastic place. Friendly helpful staff, clean comfortable rooms.
April 1, 2013
Rated 3 out of 5 by PlatinumCA Dining experience
The cook at the Suede restaurant was extremely rude when asked if additional food items would be replenished in the breakfast buffet.
My waiter asked if he will bring out additional items for those of us that have arrived a few minutes before closing.
The cooks responses was, "we are closed in two minutes". He shouted this statement multiple times in an extremely rude tone so that guest in the restaurant would hear his response.
A simple "no" to the question would have been acceptable.
It appeared as though the cook was more interested in shutting the buffet down immediately at closing time.
I will ask to view the quantity of food in the buffet first prior to choosing to dine at the Suede restaurant in the future. This way I will know in advance if it is worth it.
As a Platinum level member, this was a disappointing experience at a Starwood preferred guest hotel.
March 31, 2013
Rated 5 out of 5 by mac777bos outstanding front desk staff
Clean and comfortable Rooms. Amazing staff at front desk they are always smiling.
March 30, 2013
Rated 2 out of 5 by ryan212 Zero SPG Recognition - wont let you change rooms
This hotel started off being a nice option from something off the strip and they did accommodate an early check in. There is evening snacks which is a nice and the food is wonderful- But the rest of our stay went downhill quickly. 1st the lobby has a horrible smell - all of us noticed. 2 no upgrade. They have tons of plat members. 3 And where I get irritated. The A/C was not working properly- ever. Tried to call downstairs but the phone stopped working. The lock on the door got stuck, the place is in dire need of an update. I wanted to move rooms but they were sold out and I was told no- really? Finally my 3rd or 4th maybe 6th visit they could only give me a room with one bed. That obviously doesn't work. And still no one offered to fix the phone. This Hotel is no category 5 ever. It's more like a 2 or 3 in terms of comparable Westins - the pool area is small for any hotel standards. Don't come here expecting a fabulous resort. - It's not. If u come here when it's not busy I assume its ok- my experience tells another story.
March 30, 2013
Rated 5 out of 5 by TD33 The hotel is very knowledgable and will go out of their way to welcome you
Julie who handled my check in was very courteous and engaging. She is truly a star employee
March 29, 2013
Rated 5 out of 5 by keto1957 Awesome Stay
Great Room, Great Food, Great Staff
March 27, 2013
Rated 5 out of 5 by Yen28 Excellen Service & Very Clean Hotel
We checked in early in the morning and was surprised the room was ready for us! I love their coffee in the room. I love the Westin signature scent- white tea!!
Very clean hotel!!!
March 26, 2013
Rated 5 out of 5 by Brando310 March Maddness Weekend
This hotel was absolutely perfect for my guys weekend for March Maddness. The best part was being right off the strip without having to deal with all the crowds. The casino was nice and included a sports book desk. The restaurant and bar met all are needs - which were many!
March 26, 2013
Rated 5 out of 5 by chris3165 Customer Service
Wonderful location a short stroll to the strip. Checked out of the hotel and drove back to Las Angles leaving our PASSPORTS in the hotel safe. Three hours out of Les Vegas we remembered our passports and rang hotel. Staff were fantastic, security had our documents ( & cash) and the consigner book air travel Vegas to LA to connect with our International flight. You can say a hotel is just a hotel but when the pressure was on ALL the STAFF excelled , recommended.
March 26, 2013
Rated 4 out of 5 by Kskilpatrick SPG Points
I like being able to gamble and win SPG points as well as Money.
March 26, 2013
Rated 2 out of 5 by regg87 away from the scene
Hotel located a bit far away from the main scene. Around the hotel is going construction work now, at least our room had this kind of view, dark and noisy.
Standard room is included all standard accessory for Westin.
The hotel is always full of visitors, as it's a place for constantly conferences and home for all airlines crews.
Elite membership status of SPG program, doesn't mean anything, because the participants with the Platinum level, is every second person. Don't should count for upgrade the room!
For breakfast, have to stand in line, as well as during check-in and check-out.
Staff at the reception is not polite and friendly (apparently, because endless stream of visitors).
Fitness center is well equipped.
March 26, 2013
Rated 5 out of 5 by Judy coming back
We normally stay on the Strip, but we will definitely make this our regular hotel when in Vegas.
March 25, 2013
Rated 5 out of 5 by Jombo A small hotel in Vega
The Casurina is a small hotel for Vegas. That is why it the place to stay. There is no long trek through the casino to check in or to find your room. The rooms are clean, well maintained and stocked with free water and Starbucks coffee.A daily get-together with drinks, gratis, is a welcome, enjoyable feature. The casino is small but with the same games as the big casinos. All this, and it is just a very short distance from the Strip.
March 25, 2013
Rated 5 out of 5 by BigDom2013 Great Time
Our recent stay at the Westin Las Vegas Hotel was excellent. The accomadations were very nice and the staff was helpful and friendly. The restaurant -Suede was exceptional from the wonderful breakfast buffet to elegant dinner entrees. I would certainly recommend any one stay at the Westin Las Vegas.
March 20, 2013
Rated 5 out of 5 by fdic09 Great Vegas Escape
Staff went out of there way to make us feel welcome. Food and drinks were great. Eat at the restaurant and try the Chicken Chili.
March 20, 2013
Rated 5 out of 5 by keto1957 My home away from home
Alway great to be @ westin LV
March 20, 2013
Rated 2 out of 5 by jayr The hotel is a bit dated and service needs improvement
Front desk staff was friendly but not very good at solving any problems that occur. I had trouble with my door lock and worked with 4 different front desk staff who claimed they would fix the problem but did nothing. I spent time locked out of my room on two different occassions.
March 18, 2013
Rated 5 out of 5 by Leslee21 staff
I am an airline employee and many times we are not treated as well as "regular" guests when staying in our layover hotels. This is NOT the case with your hotel. Your staff treats us so kindly and makes us really feel welcome to be here. I always look forward to having another trip that brings me back to the Westin. Thank you very much!
March 18, 2013
Rated 5 out of 5 by hope2play Awesome Customer Service
I just completed a full weeks stay at The Westin Las Vegas. When I arrived I was pleasantly surprised with a knock at the door. A free bottle of wine and cheese plate was brought to my room being that I am a Platinum Starwood member.
Something this hotel does that also was a first for me was that they left coffee and water for me on the door every afternoon since I choose the Green choice option.
I had one in room dining experience and the food was fantastic.
The hotel is just minutes from the airport, five minute walk at most to the major casino's and even a Whole Foods Market only 3 miles away.
The only negative is that the hotel allows smoking in the casino and to get to their 24/7 Starbucks, you have to walk through the casino.
March 16, 2013
Rated 3 out of 5 by Frank Fine
This hotel was fine, not fantastic just fine. It's Vegas so smoking in the casion kind of gets around a bit. 24 hour Starbucks was nice. In the room the TV remote didn't work which I found annoying but wasn't in my room much. Location is good, 10 min walk to Caesers/Ballagio so central strip. I stayed simply because it's an SPG property, if I didn't care about points I wouldn't choose to stay there.
March 15, 2013
Rated 4 out of 5 by RoyP This hotel has great location
I really liked the hotel. The only improvements I see are: The first day I checked in I called to make a request for a refrigerator and was told I was third on the list. Call the next day to check again and was told not on list, then that it was a very long list, then told in the middle of the list. I called every couple days to check and recieved a different uninformed response each time. After two weeks of calling I was told I was number 5 on list and again each time I informed the person of previous calls, no help. So after third week here I stopped calling and have never recieved call on this issue. Also three times I had called and requested room cleaning service at 1 am for the room to be serviced by the time I get off work at 10 am. This was only accomplish once out of the three even though I informed staff of previous attempts. I called staff to report TV had poor reception at least 4 times. Each of the first two times engineers responded and told me they would inform their supervisor of this. After third time calling and engineer responded supervisor called me and told me he was not informed of previous two, but they would work on it and call back. They called me back about hour later and I was asleep and told me that cox cable was working it, then got another call 30 minutes later same thing. The TV still has sometimes poor reception. I like the hotel and will try to come back again. The resturant was good, food was good portions was good but cost maybe a little to high. After three weeks here time to go, thanks. Roy
March 15, 2013
Rated 4 out of 5 by Mark21 Great staff - gym needs improvement
The staff at the Westin was outstanding, but the room had a couple issues. There was a dirty Q-tip left on the floor and the desk lamp and scale didn't work (quickly fixed when brought to the staff's attention). The gym had good cardio machines, but only free weights and I was hoping for more weight machines.
March 14, 2013
Rated 5 out of 5 by keto1957 Awesome stay
Great room, awesome staff, delicious food @ Suede.
March 14, 2013
Rated 4 out of 5 by RecPro The staff was attentive, friendly, and professional
The staff was attentive, friendly, and professional. We were granted a late checkout when our departing flight was delayed. A concern with the thermostat was addressed promptly after contacting the desk. In addition, the concierge assisted us in booking tours and shows around our hectic convention schedule.
The room and linens were clean and met my expectations. My only quibbles with the accommodations were a lack of venting in the bathroom, rusted shower fixtures, and the absence of a micro-fridge.
The gym would be more appropriately titled as a cardio room. This may save some disappointment from travelers that had intentions of completing strength training during their stay, namely my husband. The addition of a few benches could make the available set of dumbbells more versatile.
The breakfast buffet was excellent, albeit pricey, and provided an assortment of fresh fruit among other options.
My only disappointment with the hotel was that smoking was allowed on the casino floor and in the bar, which you must pass through to access any of the hotel amenities, including your room. The non-smoking policy is my primary reason for choosing Westin hotels.
March 13, 2013
Rated 1 out of 5 by abcd horrible service
The staff were rude and unhelpful. i plan on following this up with SPG.
March 13, 2013
Rated 2 out of 5 by HNLKane57 1st Bad experience
bad smelly floor (5th), unable to change room until later, no coffee, water for participating in "green" program
March 7, 2013