Rated 2 out of 5 by dan13688 Will pass on this one.
Will not be returning to this specific place.
January 23, 2015
Rated 4 out of 5 by ek00 One service element could have been better...
I have stayed at this Westin several times and usually, the service is impeccable. For my most recent visit, the staff missed the mark on one particular point. It was raining out and my wife and I needed to walk a couple of blocks for a dinner reservation. Unfortunately, we forgot to bring an umbrella and asked the doorman if we could borrow one. He said that would not be a problem and went to the check-in desk to obtain an umbrella. It took several minutes, but we watched him emerge with an umbrella and then talk with someone before proceeding our way. The two staff people then disappeared again and we waited about 3-4 minutes, but they never re-emerged. We did not want to be late for our dinner reservation, so we decided to walk to the restaurant in the rain.
Other than this incident, the stay was fine and other service levels were as I expect at this Westin.
January 18, 2015
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 KLewis2 Disappointed
Compared to other Westin's, the rooms were not up to par. Very dated hotel and small bathrooms. This did not feel like a Westin or a W. I have stayed at Westin's in Minneapolis, Edina, New York and this was high disappointing!
January 4, 2015
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 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 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