Rated 3 out of 5 by chicmom Lacking in service
I have high expectations for Westin and was disappointed with this property.
Not only did the deluxe room I reserved not include all the furniture in the photos (chaise lounge) the room service would close early.
Unable to order alcoholic beverages to the room because the bar closed early due to not being busy. Also made a call to the front desk for extra soap/shampoo and towels and had to wait over 30 minutes. This is the 2nd time I've stayed at this property and have disappointed. If I had not used points I would NOT have booked to stay here again.
July 7, 2014
Rated 2 out of 5 by Emonallica Needs Improvement
I was disappointed that The Westin Virginia Beach Town Center did not have a parking lot of their own, they shared the public parking for the town center (marketplace). We were given an upgrade - a corner room on a higher floor, which was nice of the front desk staff.
The TV remote was literally broken, one could hear the batteries moving inside the remote. It was changed once I complained about it.
Since it was a little cold outside that night, we did not realize that the AC was not cooling the room until late at night. By that time, we did not want to get up from the bed and change room. A room with a broken AC is not acceptable in a motel, let alone a Westin.
This hotel needs a lot of improvements.
July 3, 2014
Rated 4 out of 5 by bos46 Relaxing vacation
Found the hotel and staff very accommodating . Bed was a little too soft for me but shower was awesome. Liked being away from hustle, bustle of beach but still had easy access to it.
July 10, 2014
Rated 3 out of 5 by TiffanyS Better than the other local hotels but...
This was my second time staying at this facility. The rooms were average (definitely better than the other local hotels). The bed was comfortable. I was not happy the front desk staff as I also rented a meeting room and that was not a easy pleasant experience. Also, room service was terrible.
July 9, 2014
Rated 5 out of 5 by JRChas56 Another wonderful stay
The Westin Town Center is consistently excellent in providing me service and comfort when I am in the Virginia Beach area. This is my third stay and I will be back.
June 24, 2014
Rated 1 out of 5 by Traveler8756 Lost articles
I have been staying at this location for work for the past 6 months and this last visit put a sour taste in my mouth. I called the hotel because I left personal clothing items in my room, and the receptionist responded with her standard answer that the cleaning folks did not find it. I called again the next day to see if something turned up and I got the same standard response. I asked both ladies if they could check the drawers because I know i left items (free people jeans , that are not cheap) in the room, both ladies turned down my request. I cleaned out my suitcase just to double check and nothing. I know I left articles in this hotel and its sad to note that someone took them. What's even more disappointed is that neither ladies didn't bother to check that I have stayed multiple times at this location and I am regular customer. The last lady I spoke to, I told her I was going to write complaint that it's clear that someone took my items, she didn't respond with "let me take down your information and get my manager involve because this is not how we operate here at this hotel. Instead she said ok. I am so disappointed and have a couple more trips coming up and will not be giving my business to this particular hotel.
June 24, 2014
Rated 2 out of 5 by NoMoreWestin Bad Management
We reserved and prepaid for one night. The check in person, and the management told us that they could not accommodate our reservation because they overbooked, and they would downgrade our room. We never heard of being downgraded. They said everyone overbooks, and that is what Westin does. Since no other hotels were available, we had to stay. After a lot of arguments, we were downgraded at a lower price and given complimentary breakfast. Very bad customer service for the management and reservation desk. All of the other people that worked at the Westin (restaurant) were very nice and polite. They should make them the management and front desk reservation employees.
December 3, 2011
Rated 3 out of 5 by Ken16 A good, but average Westin
I really enjoyed the staff, however, the rooms are pretty average, seems to have not been updated in a while.
July 1, 2014
Rated 4 out of 5 by RoxyPosion This hotel was great
My hotel stay was great, but my refrigerator was not working in the room so I was unable to keep my food cold. But overall I enjoyed my stay here.
June 30, 2014
Rated 3 out of 5 by armyxrays An average hotel
Upon entering, there was NO ONE at the reception desk. We waited for 5 minutes and another patron who was tired of waiting poked his head around behind the desk. What do you know, 3 hotel staff came out looking embarrassed and greeted us. Not a good start.
We were given room 615 even though we requested a higher floor. Not a huge deal, but once we got into the room we noticed the fixtures were hanging on the walls by loose screws. What's the excuse here? Also there is a huge shelf in the shower and good luck not banging your head on it. This shelf was also barely hanging on by a screw.
The window in the room covered half the wall but the curtains went across the entire wall to give you the illusion that there was a giant window. Big problem is, the curtain closed towards the window leaving a gap for the sun to come in DIRECTLY ON YOUR FACE IN THE BED. So much for a good nights rest!
I thought the Westin was supposed to be a better hotel. Truly disappointed in my stay.
The hotel is huge and was not fully booked. Wouldn't you want to give your guests the best rooms available so they might consider returning?
June 28, 2014
Rated 4 out of 5 by racsan OK Responsiveness
I had a couple of problems with my room. First, my iron did not work. I reported it to Housekeeping. When I arrived back to my room after dinner, I had a note from maintenance that my iron was ok but I had a bad wall socket. I tried the iron again, in all wall sockets in the room. None worked. I called again and a new iron was delivered. It worked great, in the original wall socket. Also, my room safe had the pin activated, so I was unable to use since I didn't know the combination. I reported it, and someone fixed it the next day. Otherwise, everything was great.
June 18, 2014
Rated 5 out of 5 by MegC Beautiful view from the 14th floor; well equipped gym
Enjoyed my stay so much...best night of sleep I've enjoyed in a while. The plush robe was a delightful surprise and the dual showerhead feature was positively extravagant. While the hotel was full, it was quiet and peaceful. I spent about an hour in the gym (clean, lots of towels, flooring completely appropriate for Insanity or similar type of workout) and there was never more than one other person in there with me!
June 22, 2014
Rated 2 out of 5 by neveragain40 Don't believve the hype
I thought wow we will stay at :The Westin", a clearly beautiful lobby. HOWEVER, the room was horrible. There is no USB or connector for internet. The furniture is OLD. The floor in the bathroom filthy. I was very disappointed.
June 24, 2014
Rated 1 out of 5 by Moniplumi TERRIBE EXPERIENCE
This was the first time I had stayed at The Westin. A friend of mine recommended it, but I was very disappointed. The lady who registered us was not friendly at all, she barely informed us of anything pertaining to the hotel Then there was a charge for everything $50 for incidentals; wi-fi almost $10.00; and there was no complimentary breakfast. Also, when people would leave their rooms the doors slammed so hard I could hear it in my room. And the refrigerator in the room kept some kind of buzzing sound all night. The bed was not comfortable at all and the pillows were not fluffy. My husband, who had hip surgery, woke up hurting in pain because the bed was uncomfortable.
January 28, 2013
Rated 4 out of 5 by Alexd23 My stay
Everything good, rooms very comfortable, great sleep quality and the staff too kind
June 22, 2014
Rated 5 out of 5 by militaryfriendly Hotel overall
Overall a very nice property.
June 21, 2014
Rated 3 out of 5 by AWC21 Clean room, Great area, but a few minuses
The hotel is clean and in a great area. Not having free wi-fi is a joke. Come on - $9.95 a day for wi-fi??? Valet parking is a joke. for $14 a day they take your car around the corner to the same garage you can park in yourself. The Westin is a little too proud of these add on services. But - the hotel is very clean, help is friendly and it's in a great area.
January 7, 2012
Rated 5 out of 5 by Lisa49 Billing Problems
The hotel automatcally deducted an additional $212.50 from my account stating 2 comforters were missing from the room. First they should have contacted me. Second, when I finally reached the manager, she responded by telling me the incident needs to be investigated. Why didn't they do that prior to going into my account. Having difficulties resolving the issue. Everytime I call I'm leaving messages to the manager but they never return my call. Talked with manager today and she told me the money was returned to my account today but it will take 35 days to post. Well it didn't take the hotel 35 days to get their money so why must I wait 35 days for the refund. I've served 20 years in the U.S. Navy and wanted to take my daughter on a weekend trip to visit where I use to be station but ended being charged additional money for something I didn't do. Makes me wonder how many other guest were charged additional money without their knowledge.
June 22, 2012
Rated 4 out of 5 by crashh32 All around excellent with 1 major exception
This property is very clean and comfortable with wonderful service from the staff. The workout facility is perhaps one of the nicest and most spacious of any hotel I have stayed at. Rooms were spacious and comfortable. All that said, this is not a oceanfront hotel or beach destination hotel. This is situated 8.25 miles from the beach in a very nice shopping and dining oriented town center. That makes this a business destination and as such should not charge for internet access. Especially if you are a SPG member. $9.95 on top of your rate is no longer appropriate in this day and age. Almost all hotels in this class offer free wi-fi at a minimum to preferred guests. For that reason, I will likely find a similarly equipped hotel for my next trip.
March 13, 2012
Rated 5 out of 5 by crazyteapot Room with a view
We used SPG points for this stay and were put on 14th floor(club floor). 1423 was our room number and it is a corner room with windows on 2 sides. The views were wonderful and loved the chaise lounge positioned in the windows where they intersect.
Room had a frig which was nice. Bathroom has separate shower and tub which we loved.
Self park is free for guest and located next door. You are gauranteed a parking spot even if they have activites at the Performing Arts Center across the street.
April 25, 2012
Rated 4 out of 5 by BA931 Nice hotel for a night or two!
This is definitely a great hotel to visit! The rooms were clean, the lobby is beautiful, and the service is great! The only complaint I have is when we were there the elevator to the parking was out of order and that was a big inconvenience with coming in so late at night and the next morning leaving and having to walk all the way around. The area it is in has a few nice restaurants within walking distance as well, which is nice. The bar & restaurant at the hotel are amazing! The service there is phenomenal! We really enjoyed our stay and if ever in that area again, we will be back.
May 31, 2014
Rated 4 out of 5 by ajm33 hotel centrally located
on the plus side, located in an area of great restaurants and shops. fitness center is spacious and well equipped. lena (breakfast service) is perky and a delight to have in the morning. on the negative side, there is no club lounge for platinum members, hotel does not participate in the make a green choice award though they make a push to conserve which seems quite ironic and the business center is always filled with small unsupervised kids. coffee bar closed sunday morning - i guess someone called in sick???? would have been nice if the hotel posted a sign saying closed or opening late - from where i sat a lot of guests stood dumbfounded........
April 13, 2012
Rated 3 out of 5 by DannyZ Comfortable & Convenient but Construction a bit Careless
Been a loyal SPG member since 2003 but lately I've been finding it harder and harder to give SPG properties anything above a three star rating.
Our recent stay during Memorial Day weekend at the Westin was average at best. Check in was mediocre. No recognition as Starwood Gold Members. No mention of our Gold amenity offerings. No mention of the Green Choice program. It was a rushed process with a shooing off to the elevators. Just to be clear, I'm not some type of status seeker expecting to be greeted as a preferred guest. I just know that SPG asks how you were greeted on their post stay surveys. Also, SPG, if you are going to offer a welcome amenity, please train your staff to offer it. I feel ridiculous when I have to bring it up. This is not an isolated incident either.
My wife and I were given a room on the 15th floor (Starwood Preferred Floor). Room 1510 was spacious and clean. Complete with one complimentary bottle of Dasani Water and Starbucks coffee. Not much of a view; just a shopping center and the highway below.
Now, on to the bathroom. Not sure how any contractor could finish this bathroom and think, "Yup, looks good." The shaving mirror was totally crooked hanging from the wall. Plus, the plate around the shower handle was so loose you could spin it around. But the clear winner of dysfunction was the shower towel rack, it was falling from the wall! We alerted the front desk staff . The staff member said someone would be notified to fix it. Nope. Okay, obviously a broken towel rack is not the end of the world. But why did it take me tweeting the picture to @spg to get any type of response. Kudos to Starwood Social Media (Alice K) for offering SPG points as a gesture of good will. Did we get any direct response from the hotel management during our stay? Nope.
One other note worth mentioning, the ice machine on the 15th floor was out of service during our stay. Since I'm writing this review a few weeks after our stay, let's hope it's been fixed. I didn't feel very "Preferred" to have to walk down to the 13th floor to get ice.
Didn't use the gym or indoor pool during our visit; however, I took a quick tour of both. Gym was spacious and looked to have decent equipment and the pool was a nice size.
In terms of an overall comfortable stay, the Westin did meet all expectations. The heavenly bed, heavenly shower, and heavenly spa amenities are my favorite parts of the Westin experience. Room was clean and we appreciated having a refrigerator.
It's also worth mentioning that the hotel is in a great location. Convenient to shopping and entertainment venues; it's just a short drive to Farm Bureau Live at Virginia Beach. There are also a number of restaurants within walking distance (PF Changs, Cheesecake Factory, etc.) The hotel lobby also hosts a Starbucks. However, leave yourself time to order, our experiences there were a bit slow and somewhat unorganized. However, the staff was pleasant.
Lastly, the free parking at the public garage is a nice feature; entrance is on Market Street. The garage elevators are located to the left of the front desk.
June 18, 2014
Rated 5 out of 5 by Don54 awesome
I grewup in the Norfolk/Virginia Beach area and I have visited Many hotels across America so when I moved from the area 4 years ago , once you have stayed at the Westin no other hotels can compare. from parking to room safety to the staff which almost bend over backwards to make your stay the best experience. there that is my description of my stay I did not rent a room I rented an experience. As far as me & my wife is concerned there are no other hotels in tidewater.
June 26, 2012
Rated 5 out of 5 by dymond RELAXATION, RELAXATION
First time to the area, so it was a little difficult finding a park and then getting into the hotel (arrived at night so that made it difficult as well). Upon entering the hotel I was totally amazed, due to that it was gorgeous and smelled awesome. Their fragrance is one that you would expect every Westin to have when you go to one. I was not expecting to have the same fragrance within the toiletries as well. I usually bring my own soap, but this time I had to put mine to the side b/c I truly just fell in love with it. The staff was really nice and informative on the area. I had reserved a traditional king size, but upon checking in I was advised that my room was upgraded to deluxe. I was very pleased and the breakfast was terrific. It is definitely in a perfect location! I have started purchasing their products on westin.com/store as well!
March 7, 2012
Rated 3 out of 5 by Disappointed77 Nice room but ....
The room was great, but when disturbances from other guests repeatedly wake you and your family up, even after one security visit I would expect some type of interaction with the hotel staff. I attempted to contact the manager on duty the next day who could not be found. When he was found he left a voicemail and put it on me to contact him. There was no acknowledgement from the hotel of my family's ruined evening of sleep and their failure to contain the situation after their first response failed and we were awoken again by our room physically shaking from the activity next to us. Additionally, prior to my stay I emailed the info address and never received a response. Overall, I found communication from the staff at this hotel to be lacking and therefore would most likely look to stay at a different hotel in the area based on my experience.
August 31, 2012
Rated 1 out of 5 by TexasJHS Disappointed in Service
I usually don't stay at this hotel, but did recently on a business trip. While the hotel was nice, I was truly disappointed in the overall experience. My room service trays were not removed, my toiletries were not replaced, and the robe was removed after the first night. I expected more at this price.
May 6, 2014
Rated 5 out of 5 by Tyson57 Excellent Accommodations!
This hotel is worth the stay. The accomodations were signature "Westin" with the heavenly bed and spa type shower. Hotel lobby was so inviting as you entered the facility; made you feel relaxed and welcomed! Great food; particularly breakfast.... Afterward it was so refreshing to take a leisurely walk outside the facility to upscale shopping as well as other fine dining..... Definitely would come back!
May 30, 2012
Rated 5 out of 5 by Woodwizzard Only Pet Friendly Revue
A fantastic hotel experience. We would recommend the hotel to anyone.
We had our dog with us and he was treated as a guest also. There was no extra charge for the pet. Rather than risk leaving our dog alone in the room, we used room service for dinner.
A hotel as hotels are meant to be.
Lots of fine restaurants within comfortable walking distance.
April 12, 2012
Rated 3 out of 5 by DM3200 Nice with some exception
Hotel itself was very nice. It was a last minute 'special price' that, as I found out after checking in, did not include free WiFi in the room. As a frequent traveler and SPG, I just do not apprecitate the nickel and dime approach. The quoted price should include everything. For that reason, I wiil avoid these hotels in the future.
October 15, 2013