Rated 4 out of 5 by Siestakey Issues but Overall Loved this Hotel!
First time stay at this Westin and overall loved the hotel in spite of a couple of issues. We had two adjoining rooms and during our stay the keys timed out repeatedly for both rooms which was extremely annoying. Multiple times during the day it was necessary to have new keys issued and were told not to have them near iphones, etc. as they are sensitive. After the 2nd time, we made it a point to be extremely careful not to have them near ANY item that could possibly negate their ability to open the door locks! Wow! What a hassle! The only other problem was the restaurant at breakfast on Sunday - apparently not enough kitchen staff that caused a very long wait! Luckily, we were not on a schedule that this caused a great problem but just an uncomfortably long wait. All other days, breakfast was very good and the wait staff very friendly and attentive! Even in spite of the above issues, we loved the overall hotel look and the rooms were great! We'll stay there again!
July 22, 2014
Rated 3 out of 5 by Gail13 why I was not impressed
We arrived at 11pm to be told that our room was not ready. We had booked a club level room, and when they offered us a room not on the club level they told us that the club was not open on weekends anyway. This was not the fault of the staff, but they could only offer a half-hearted apology. We insisted on getting a manager involved and they came up with a room that included breakfast, which we were supposed to get anyway. They reduced the rate from 152. per night to 129. for the night plus gave is a coupon for a drink in the bar, which we didn't care about as by now it was about 11:30pm. When we checked out our bill was over $300.!! Of course we complained and they adjusted it. This all took unnecessary time.So would I recommend this hotel? Absolutely not!! There are many hotels in the area to choose from. I am a professional Travel Advisor, and this would be at the very bottom of my list
July 21, 2014
Rated 5 out of 5 by GoMets Wedding Stay
Excellent hotel Clean and spacious Attentive staff Layout a bit backwards but easy to adjust to once you run through it few times. Room design and comfort were well executed. Beds were very comfortable.
July 20, 2014
Rated 2 out of 5 by Mini427 Nightmare
I had the most unusual unprecedented (and unpleasant) experience at your hotel. I stayed in room #427 and came back the evening of 7/16/14 to learn my key was inoperable. I went to the desk clerk and he made another key. The new key did not work. I came back down and informed him I was still unable to get into my room. For the third attempt, he came upstairs and used his master key which also did not work. (Keep in mind it is past midnight and I am exhausted from working etc.) He said he did not know what to do so he told me to wait by the door and he would return. I waited, and waited in the empty hall way in the middle of the night....my recommendation to him at that point would have been to put me in a comfortable place while he sorted out the problem but I was so upset I didn't think about it. Finally, security came and tried another key which also did not work. Fourth unsuccessful attempt. Security said they would have to drill through the wall(!) for me to get access to my personal belongings. I was calm but very very upset and appalled. Security put me in another room and told me to wait. I was put in room #306 which 1. was extremely hot due to lack of AC on, and, 2. there was an envelope at the door threshold (which I picked up) addressed to a "Ricky Carujo." I handed it to the security person and told him to make sure no one else was in the room or planning to come to the room (now it is approx 1:15a ish). He called the front desk to double check and confirm it was OK to put me in the room. He told me to wait until further notice. I waited for approx 15 min and another employee came to inform me I could get my belongings. I saw the debris and hole in the wall when I arrived and hurriedly packed my belongings and went back to the other room. It was the worst (and only) experience of its kind I've experienced in any hotel, ever. The next morning at checkout, I wasn't offered any consideration by the front desk in lieu of the inconvenience for the previous night's debacle so I asked if I could receive points. The manager on duty agreed to offer me 7,000 points which is a wholly inadequate amount for the duress and inconvenience. I am stuck with the Mount Laurel Westin on and off through September due to professional business. I would feel better about this situation if the reparation was commensurate with the unbelievably unpleasant experience but that was not the case and I am extremely dissatisfied at the way Westin minimized what I was put through at their property.
July 18, 2014
Rated 4 out of 5 by momg Would think twice.
The hotel was okay. There weren't enough towels, washcloths, etc. in the room. I would have preferred just a regular refrigerator not one stocked with food and drinks. I think the price for breakfast was too high. A nice continental breakfast would have been appreciated. The people where helpful and friendly. That was the best part of my stay.
July 15, 2014
Rated 4 out of 5 by Nancy2014 lovely, but not what I was used to
Overall, the stay was lovely, but not the same as other Westin's i have stayed at. The pool area was not well maintained for the number of children and towels were limited. Additionally, the pool floor was covered with water and a potential slipping hazard. The rooms were very comfortable....I also was made to wait to check in 25 minutes as my room was not ready. My daughter was suffering from heat stroke and I thought we would be be better accomodated as a SPG memeber.
July 14, 2014
Rated 3 out of 5 by lijo12 Eh
So, this hotel's entrance is so confusing. There is no parking at the front of the hotel and you have to park around back and schlep your bags up stairs and through non-automatic doors to get to the check in counters. Check in was quick enough but when I asked about club level access (even for purchase) I was quickly told no and "gold SPG does not qualify for club level access either". Funny - at the Sheraton I go to several times a year, they upgrade me based on my gold level. Must be different at Westin. Then there was a fire alarm at 7am - that it what it is, but it seemed very disorganized. They didn't come outside and give the all-clear to have us return inside, we heard about it from other guests. Then you couldn't get back in through the stairs, had to wait forever for an elevator. When we were both checking in and out, with tons of bags, the bellman just looked at us, didn't ever offer any assistance (other than when we checked in, he nodded at where the elevators were because we were not advised by the check in agent). Would I stay here again? I don't know. I actually prefer the Aloft across the street. Their employees are friendlier and don't seem as robotic as the Westin employees do.
July 6, 2014
Rated 5 out of 5 by Brian88 Wonderful Hotel
This hotel more than met our expectations. The entire staff and our room was terrific.We had a wonderful dinner and stayed for a cocktail in the bar.Then ate the next morning at the breakfast buffet. You have an exceptional hotel.
June 30, 2014
Rated 2 out of 5 by Cbmom Very disappointed
Up til now I never had a bad experience at any of the Starwood hotels. We stayed 2 days at the Westin in Mt Laurel for my daughters wedding. 1st nite about 2am the a/c went out waking up to an 81 degree rm it was fixed about 5:30 am after returning from wedding at 1 am we entered rm only to see a/c was broken again (after speaking with mgmt that day to ensure everything was ok) at 2 am we were moved to another rm.
June 29, 2014
Rated 3 out of 5 by Money President, Hidden Champions
I was not impressed with check-in on June 23rd around 10:45am. The front desk clerk confirmed that I and clients were in a King bed but the rooms were not ready until 3:00pm. I asked if any other room type was available, ex two beds, and was advised that all the rooms with the 2 beds were accounted for. When we returned at 5:00pm to check-in our confirmed King guestroom suddenly we were now all in rooms with two beds. When I asked why was my confirmation for 2 beds and explained what happened during check-in they could not provide an explanation. I was not impressed when I am there with clients.
June 25, 2014
Rated 2 out of 5 by VanessaB A/C does not work efficiently/consistently
The week prior my stay was great. The A/C worked perfectly. The following week, the room I was in had the worse A/C. Despite resetting the A/C, I couldn't get the room temp under 77 degrees. Getting ready in the morning was difficult due to the increased humidity from the shower. I couldn't apply makeup on and my clothes stuck to me due to sweat.
I don't like my room too cold but 77 degrees and above is a bit too uncomfortable. I heard from other frequent guests that the A/C issue was a common issue many of them had. You just have to keep changing rooms until you get one where the A/C unit works appropriately.
June 21, 2014
Rated 5 out of 5 by JBoogie Great Stay
We had a wedding in Berlin NJ on a Friday night, so we decided to get away and do two nights at this lovely hotel. We were very happy with the staff, the room, and the restaurant and bar. Raj and his coworker who worked on 5/30 WERE FANTASTIC! Very detail oriented, happy, and accommodating. Anything we needed was done. Also, Nick and his staff at the restaurant were great! A little constructive critizism, the club lounge breakfast (The lounge attendant was also a pleasure every time I saw him) was a little disappointing, wish there was a little more to choose from. Also, the shower door handel in my room was very loose, and my date and I both commented that the TV in the room seems too small for the furniture that it is attatched to. All in all everything was wonderful! WILL TOTALY STAY HERE AGAIN!
June 1, 2014
Rated 2 out of 5 by JK90 Staff lacks attention to detail and customer service skills
Staff did not recognize me as a starwood gold customer. Key to hotel room did not work and the staff did not apologize for the inconvenience. Bathroom was not clean. There was hair on the shower wall from last guest.
May 5, 2014
Rated 3 out of 5 by tropicalbeverage heavenly bed and breakfast!!
love the facilitles here... third time staying. However, we were disappointed that the hot tub was out of order and the pool was quite chilly as was the shower in the pool area. one of the stationary bikes was not working either. the restaurant is wonderful both the servers and the food offered at the buffet were great. Hopefully the necessary repairs will happen before our next stay as we love this hotel.
April 23, 2014
Rated 3 out of 5 by ScottO This Hotel is lacking some training
We requested a roll away bed and when we got back to the room late, the bed was too large for the space and not made-up. When trying to call the front desk to have someone make the bed, we found that the phones in the room did not work.
The beds were fine and the bathroom was clean. Club level was a waste for the weekend.
Person checking us in ("M") was helpful and sweet at check-in and and tried to help with a free brunch for our troubles upon check-out, but didn't have time to take that offer. Overall, "M" was the highlight.
Based on our stay I would do more research (age of property) on a Westin before I stay at one again.
April 15, 2014
Rated 5 out of 5 by StarMan88 Perfect for our family
We were in town for a family funeral and in spite of the circumstances, we had a lovely and comfortable time at the hotel. The staff were most-accommodating and assisted with our needs.
April 7, 2014
Rated 4 out of 5 by JosephW Great Staff
The staff responded quickly and efficiently and were most courteous in remedying a concern with the reservation. Breakfast on the Club floor was to be included, but is not served on Saturday so it was comped in the restaurant. Everyone was pleasant. Surprised not to have a refrigerator in the room and found the bed a bit uncomfortable. Otherwise a good place.
March 30, 2014
Rated 3 out of 5 by Catchow Disappointed in Westin Experience
The lighting in the bathroom was entirely too dark. The bed was tucked too tightly and the room was hot. When a colleague requested the govt discount at 4:05pm, she was denied the request which was poor judgement and customer service for what I have known in past stays at Westin for business.
March 26, 2014
Rated 1 out of 5 by Clicquot Not up to Westin Standards
This has to be one of the worst hotels that I've ever stayed at in all my years of traveling. The staff didn't respond to problems and the amenities were poor for a hotel of this level.
March 26, 2014
Rated 4 out of 5 by Paula777 Meeting Space
I think the doors, carpet, walls, and chairs could use a refreash.
March 12, 2014
Rated 3 out of 5 by Cracker99 Hotel needs upgrading
The hotel needs upgrading
March 12, 2014
Rated 3 out of 5 by VonCueBall No Hot Water for a shower
When it is just above zero outside and there is no hot water makes it impossible to take a shower when the incoming water is perhaps all cold at a hair above 32 degrees. Had to leave at 5am went to front desk to complain but there was no one there. This hotel always has something amiss it is almost like no one cares to do it right.
March 8, 2014
Rated 1 out of 5 by Ashutosh69 Guest Service is Horobble. No Hot Water. Green Choice Point was not credited
Guest Service is Horribble.
No Hot Water.: Complain about it 2 weeks before , no one follow up with me and issue was not resolve. Went without shower for 2 days. Not Acceptable.
Green Choice Point was not credited, my last stay I decided to go Green Choice, and submited all tickets, Green Choice point 1000 is not credited yet.
March 4, 2014
Rated 5 out of 5 by johnbbbbbb wonderful stay
Everyone was attentive and the room was super nice. Only issue was that the parking lot was icy and dangerous to walk in.
February 19, 2014
Rated 4 out of 5 by LaTasha215 Great Location
This hotel is located near a lot of restaurants & stores. The staff was courteous & polite. The room was okay, the King bed was broke & uncomfortable to sleep on. The glass ware on the ice tray was dirty & looked used. I also didn't like that there was a $9.95/day charge for wi-fi. Honestly for $126.00/night + tax I would think that wi fi should be included. My in laws room had a huge crack in the mirror & the cleanliness just seemed to be minimal. The ballroom where the charity event was held was clean & nice. The food was pretty good.
February 16, 2014
Rated 2 out of 5 by jersey5050 This hotel has no customer service skills
hotel room was missing allot of iteam when I asked the manager down stair he brushed me off he did request the iteam I needed but he did not speak to me in a customer service way at all..allot of broken things in the hotel sheets where torn. coffee was so bad not westin expectation
February 3, 2014
Rated 4 out of 5 by wwsnow Dirty Towels
When we checked in the staff at the front desk were wonderful! We got to our room, which by first glance was great. Then went to check out the bathroom and there were two obviously dirty towels (both with make-up stains) on the sink counter. Yuck! I called to get them replaced and over the phone or when the gentleman dropped off the new towels, no one ever apologized for the dirty towels.
January 30, 2014
Rated 4 out of 5 by travelstar2014 room comfort top notch
the rooms were well appointed, spacious, and nicely decorated - the microfiber bathrobe was an excellent touch!
January 27, 2014
Rated 4 out of 5 by SWF55 Lack of snow removal
A lack of snow removal in the parking lot and sidewalks made it very dangerous to the customers staying at the Westin. After 11 to 13 inches of snow fell on 1/21/14 the only area of the parking lot where the snow was removed is seldom ever used. No snow was removed from the parking lot close to the back entrance of the hotel which is where most customers park. This made it very dangerous to walk to your car.
January 26, 2014
Rated 5 out of 5 by HWB1961 Passing thru NJ
Quick overnight stay while traveling from one location to another. Front desk was extremely helpful given my late checkin; room was comfortable with a large useful desk. Good selection of television and movie channels - in HD.
January 25, 2014