Rated 3 out of 5 Customer Service Needs An Upgrade
As a loyal Platinum member, there is a certain level of curtousy expected at check-in. I don't feel I was even treated appropriately as a paying customerat check-in, let alone a status member. There was a sleepy, almost non-response to my request for a potential room upgrade until I reminder her of my request, and I wasn't offered any of the check-in value benefits of a Platinum member. Again, when I asked about these benefits, the response was one of apparent annoyance. A different employee was respectful to my follow up complaints, but the experience was already runied for me at that point. Additionally, everyone's wake-up call came 15 minutes early due to a systems issue. Overall, a disappointing experieence for a big Westin fan.
June 17, 2013
Rated 3 out of 5 Not restful
Music from the beer garden below our window kept us awake a good part of both nights. There was no shampoo in the room. When I requested it, they promised it would be right up but was never delivered. When we returned from breakfast (about 11:00) our room had not been cleaned and refreshed, so we told our housekeeper when we would be leaving again. Upon returning from our event, there had still been no service. Gifts for friends staying at the hotel were not given to them upon check-in as was promised by hotel staff. What should have been a pleasant weekend was challenged by staff at the Westin. I paid for 3 rooms and continue to receive emails to the occupants of the other two rooms, but none addressed to me. The Westin Beale Street needs to get their act together.
June 17, 2013
Rated 4 out of 5 Great Location
Within walking distance to many attractions. Hotel room was clean and comfortable. We were on the quiet side and so had no problem with noise, but friends on the Sullivan's Pub side were kept awake until 5 am with loud music. Some of our party had no shampoo, etc in their rooms, and we had no coffee additions ( cream, sugar) upon arrival. We were supplied as we asked. Make up mirror in our room was clean on one side, but dirty on the other. Just small details, but details are everything! Beds were very comfortable. Room was spacious. Could not get the room cooled downed enough for us at night, but we do like it very cold. Valet parking is expensive, but worth having it when you return to the hotel and many streets are blocked off due to events in the area. Wine by the glass was very expensive at the bar in the hotel. ( $27 for 2 glasses, ni tip). We attended a wedding reception there and the food ( southern style) was delicious ( but expensive for the bride's family $55 per plate. Of course that included the venue, service, food, cakes, etc. They were well organized with set up, bar, etc. I would stay here again because it was a good location and the staff is FANTASTIC!! Very friendly and helpful.
June 17, 2013
Rated 5 out of 5 by EL747 Great place to stay
I loved this hotel. Great rooms...very comfortable beds, clean, nice bathrooms, plenty of room. The staff was helpful and polite. Perfect location to everything anyone would want to do.
June 16, 2013
Rated 5 out of 5 by JILLYFISH64 THE STAFF IS AMAZING
I MUST SAY I WAS SHOCKED AT HOW MUCH I ENJOYED MY STAY. THE STAFF WAS EXCEEDINGLY ACCOMADATION AND SO POLITE! I WILL DEFINITELY RETURN TO THE WESTIN!
June 10, 2013
Rated 3 out of 5 by LH62013 Hotel needs maintenance
The staff and overall amenities are in line with other Westin's I have stayed. I was disappointed with the room itself, due to paint peeling from the ceiling in the bathroom and mildew in the shower. The hotel restaurant and bar had great service and the food was very good. The elliptical machine in the fitness did not have cable hooked up on one and one other had poor quality when watching most channels.
June 8, 2013
Rated 3 out of 5 by Brad78 Good but not Great....
Ok let me start out by saying that this was an overall nice visit. This hotel is nice and in great location if you are catching a concert or going to Beale St. However as I travel for my job and have a lot of experience in hotels I will say that this hotel would cost probably 75.00 less a night if it was located in a different area. First the good...the room was standard and what I expected from a hotel in this price range...comfortable bed, nice furniture and TV...etc...The bathroom was EXCELLENT and maybe the deciding factor if I come back or not. The hot water was always there and enough water pressure....there is a seperate glass shower and tub with multiple shower nozzles...The hotel staff were friendly and accomodating for the most part. Now the bad....The first thing I noticed was that I was under the impression that this room had a refrigerator which is something I always look for because I don't like always eating out when I am traveling...this room only had a refrigerator for purchased items and when I tried to take them out to make room for my stuff I ended up getting charged 180.00 extra dollars on my bill because everything in there is on pressure plates and you automatically get charged when you remove an item...To the credit of the hotel staff I was able to get these charges removed from my bill and they even brought me a refrigerator for my room. The ac/heater for this room was not up to my specs as no matter what temp I set it I would not feel comfortable for hours later and when I turned the heater on it filled the room with a burining electrical odor. Another problem I had was that the hotel staff was just not there late at night...I don't know what the hotel policy is but when I tried to call down both nights at around midnight-2AM to make wakeup calls I never got an answer and had to use my phone alarm. Also, they put guests next to us with 2 dogs that barked continually for hours our second night..I called from the room and was assured they would fix the problem but after I heard no change had to go down to the front desk myself. Let me be clear...in a situation like that I am only worried about my own comfort and could care less if the other guest gets "in trouble" or whatever else. The whole time I was assured that the guest beside me was breaking hotel policy by leaving the dogs in the room unatteneded and that they were trying to reach them to fix the problem but in my mind it seemed they were focusing on the other guest and the fact they broke the rules more than making me feel I was valued...I would have appreicated to have been moved to another floor (my entire floor sounded like a kennel from the time you got off the elevator!!!)
I can't say if I will stay here again or not...I checked yes earlier and I did have an overall good experience but for the price of this hotel per night I would expect a perfect visit with no problems at all!
June 10, 2013
Rated 1 out of 5 by Soda Unhelpful/Unresponsive
I stayed at this hotel one room night on a business trip. When I checked my American Express I noticed I was billed for a little over $5 more than on the bill placed under my door.
I called on a Monday May 27th and was told that I drank a soda and was charged for it. I told the lady who answered the phone that I did not drink a soda. She said that I must have drank one because the maids count the items in the room when they clean. She went on to say that someone would be in touch within 48 hours.
Noone contacted me in the next 48 hours. I called the hotel again on Thursday, May 30th. This time I spoke to a women who asked me if I touched a soda in the room. I explained that I did not touch a soda or drink one. She stated that I was charged because I must have moved a soda in the room. This was opposite what I was told on Monday. She stated she would take care of the charge.
It is now June 4th and to date noone from management has contacted me regarding my dispute for this charge and there are no pending credits on my business american express.
Please advise as to when I will receive a credit for something I did not use. I plan on disputing the charge with my credit card if I do not hear back this week.
June 4, 2013