Rated 2 out of 5 by Keriwhit Uncomfortable
Compartment where the air filter in my room was exposed therefore showing the actual air filter that looked as if it had never been changed. This was a big issue that caused there to be little to no airflow in my room. It caused me to have an instant headache and sinus problems. My husband complained early the next morning to get unacceptable excuses and no apology. The hotel is pretty, but it is filthy.
December 21, 2014
Rated 5 out of 5 by RitaOBX Very classy and modern
I was very impressed with the Westin. It was beautifully designed throughout and very plush. The bed was exceptionally comfortable. I look forward to staying at a Westin again.
December 22, 2014
Rated 1 out of 5 by WearyTraveler2014 Disappointing staff, disappointing stay
Westin is my fave Starwood brand, have stayed in dozens over the years. Lifetime Gold Status. This hotel is below standards. Lobby is nice. Staff is really rude and argumentative. Front desk staff overwhelmed, internet down when I checked in, I get that. Put me in room next to elevator, asked for quiet room and preferences are in my profile. Next room--next to housekeeping room with door opening and closing. Next room--next to the stairs. Excuse was "we are full." Eye rolls from male at check in counter. Supposed to get a call back from female desk agent with new room while I was at dinner--no call. Just sub-par and really overwhelmed front desk staff.
No SPG floor for Gold member. Sheets and pillowcases are yellowed and frayed. Set up of pillows wrong in room--only two feather pillows in a double queen room. Pillowcases too small for pillows and yellow pillow hangs out the end. Toilet broken and needed repair. Freezing outside and thermostat was set to 56 degrees when I checked in--FREEZING. Had planned on staying in and having room service but had to go out. Heater blows either incendiary or completely off. Carpets are dirty and stained. Fingerprints and smudges all over the doors. Chipped tub and tile. When I did bring these items to the attention of Service Express, I got a lot of excuses and push back--it was weird. The woman at Service Express is an "arguer" and had an excuse or answer for everything I brought up, which leads me to believe there are often issues otherwise why argue? They offered me a room across the hallway, but by this point I am here, unpacked and settled in, and most of the issues have been addressed. Did ask for a call from the GM earlier this morning which I have still not received at 1PM.
The issue with this hotel is not one person said "I am sorry and I will take care of things for you." Just one "I'm sorry" can go a long way to make a tired traveler feel better, and just one person saying, "let me make it right" will negate any frustration.
Housekeeping did change out the sheets and pillowcases and were very pleasant about it.
This hotel is well below the Westin standard. I will not stay here again even though the location is great for my business needs.
December 3, 2014
Rated 4 out of 5 by TIK27 Some surprises in VA Beach
Two things came up that disappointed me and fell below my usually high expectations for a Westin property:
* broken 1 of 2 light in bathroom made the space dim on first evening
* First morning shower was cool to the point of being almost too cold to shower at all.
On the other had the staff were on top of fixing both items as soon as I brought them to their attention. Rest of stay was great as expected. Still, no one astaying at a Westin should have to take a cold shower!
December 11, 2014
Rated 4 out of 5 by wigstheome Usual Westin Experience
Checked in on a Saturday evening. Had to use valet as the parking deck was full due to an event at the neighboring Sandler Center. Valet asked if I knew when I would want the vehicle in the morning, and it was there waiting, a very nice touch. Check-in was straightforward and efficient, and my Platinum status was acknowledged. My room (812) was amply sized and comfortable, but with a view of the parking deck next door. Everything was clean and comfortable, although the HVAC unit was rather noisy. Internet access worked fine, and check out was simple.
November 13, 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 5 out of 5 by Don54 Thw best customer service,
The more I stay st this particular Hotel my expectations are always met. From check in to check out always smooth. All my face to face interaction between me and guest services.Excellent, The room immaculate.The view was unbelievable..
Great hotel. keep up the good work.
December 1, 2014
Rated 5 out of 5 by 5YHWY7 excellent staff
The staff was very helpful in accommodating our 5 week stay. They helped with anything we needed and welcomed our little dog, too.The hotel was clean and professional. There are restaurants and shopping everywhere. There is also a dog park. The restaurant inside the hotel is also great. A big thanks to Adrianna Cruz, Chantel Cooper, Ihor Chernyakhovsy, manager Betsy, and housekeeping staff Carmen and Jessica. I felt right at home at this hotel with the friendly staff.
November 4, 2014