Rated 2 out of 5 by kate456 Great room, terrible expereince
The front desk staff was fantastic and the room was great. I had an awful experience at breakfast when the server not only left me sitting for 10 minutes waiting for service but then at the end of my meal, I experienced something unbelieveable. When i asked for my small container of soy milk to take with me, i saw the server reach into the garbage to take the container back out from the trash and come out to hand it to me with a smile. Just awful.
May 28, 2013
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 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 3 out of 5 by Donna needs improvement
The hotel is lovely but they need to upgrade some things in the room such as the toilet paper. I'm sure if the executives had to use it they would change it in a heart beat. Also on our duvet cover there was a huge tear on it and someone had sewn it up. Not a pretty picture. Also the robe they had in the bathroom I wouldn't use it to dust my house in. It was one layer of cotton. Not absorbent like terry robes found in most hotels.
March 24, 2013
Rated 3 out of 5 by Kendra Great hotel but no air at night
I've stayed in this hotel over 30 times. It's very clean and comfortable. The problem is that the air doesn't work at night. You can set your thermostat to 67 degrees but it doesn't matter. In the middle of the night it will default to 71 degrees. This happens to me on every visit. It's not a restful night of sleep because it's so hot. I will look for other options on my next visit. The air conditioner was also broken in the gym!
August 4, 2013
Rated 2 out of 5 by cuse13 expected more from a westin hotel
hvac was loud when it came on and off frequently, toilet tissue was low grade product, toilet seat was loose,lighting seemed insufficient,dim bulb in entrance. room not cleaned by 6 pm, took extra towel and coffee from staff down the hall. by that time i would have expected room to have been cleaned. she was very helpful. even though she only had 1 clean towel. staff was generally friendly and helpful during interactions.
September 23, 2013
Rated 2 out of 5 by FrequentTraveler100010 Below Westin Brand Expectations.
Hotel needs to manage better to uphold Westin standards. Hallways were not vacuumed for 2 days, glasses not picked up for 2 days. Bedding and hotels need to be properly cleaned and refreshed. Restaurant had dirty glassware. Staff were very friendly. As this hotel is a franchise of yours I would encourage you to visit unannounced to conduct a quality check as it certainly does not uphold the Westin Brand.
July 31, 2013
Rated 5 out of 5 by Kristin85 This hotel is a great overall hotel-
I really enjoyed my stay at the hotel. The design of the hotel is great because it made me feel like I was in a big city. The front desk staff were really helpful and friendly. I am a big user of hotel gyms and usually don't like many hotel gyms but I really liked the Westin Mount Laurel Gym. It was on the smaller side but was well designed and maintained. Would definitely reccomend this hotel!!
March 14, 2013
Rated 4 out of 5 by nicker53 3 issues/suggestions for future
Having to fly in at 6 an - was unable to get a room until 3 pm - so I cancelled my first night with the hotel. When I did arrive, I was put in a smoke smelling room. Tony did put me in another room - after stating that it couldn't smell like smoke because it was a non smoking hotel. Third - I did put up the green card every night and was not reimbursed. So don't offer the service.
July 26, 2013
Rated 5 out of 5 by tropicalbeverage excellent service, great hotel
We received great service at the front desk by Jasmyne who went out of her way to accomodate us at the last minute as we were unhappy at a neighboring hotel. Martin our server in the restaurant for breakfast was wonderful and went beyond expectations to meet the desires of our group. We will definitely stay here again when we visit family in the area. Thanks for saving our trip!!
April 1, 2013
Rated 2 out of 5 by abcd rennovation woes
This facility is very worn down! Mirror was cracked in room - 306 - only 2 treadmills for entire hotel - and no fresh coffee at 6:00am! I had to ask for coffee at 7:43 because the dispenser was empty - and I watched 6 other guests do the same thing - why not just fix it! The tub didn't drain well and the towels were certainly old. This place is not up to the Westin Standard!
February 28, 2013
Rated 5 out of 5 by Sharkey Smooth Stay
There for a wedding, so didn't have much time to enjoy the facilities. The staff(especially the Front Desk) were very efficient and curteous. Even a steward we passed on the way inquired if we needed anything. Accomadations were great and very modern and clean. The only thing that was a bit of a negative is that the air-conditioning could have been a little colder.
May 20, 2013
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 3 out of 5 by Jackie27 Slip through the Cracks
Arrival and check-in were fine. As soon as I got to my room I attempted to log on using my iPad. Could not do it. I called the front desk, who assured me that she would call the tech people and get back to me. She did not get back to me. I never was able to gain access to the Internet during my stay.
We attended a wedding that evening. When we returned, my key cars did not work. It came up with a red-yellow light. My wife's was the only one that worked. Since she checked in, we initially used her card. Luckily, we were together.
Was there a fitness center in the building? I thought there would be a directory in the room. Also--and this seems weird--my wider and I had a discussion about the NT parable of the Wedding Feast and the garments. We thought that at least we could find a Bible in the room, given the fact that there was no Internet access. We could not. Wife claimed I was not dressed appropriately for the wedding. funny story, 'eh?
March 24, 2013
Rated 3 out of 5 by Cracker99 Hotel needs upgrading
The hotel needs upgrading
March 12, 2014
Rated 4 out of 5 by TripCMB Comfortable, but need outlets
I really like this hotel and will continue to stay here. Great bed, good service, the buffalo mozzarella salad is amazing!
Only peeve.....why are there no outlets by the bed? Annoying...but it's the little things. This hotel was probably built prior to all of our "gadgets".....but not enou of a reason not to stay here
August 22, 2013
Rated 5 out of 5 by VtSkiNurse Hard to Decide
It is difficult to decide which part is my favorite part of staying at the Westin; the Heavenly Shower (ahh), the towels, the Heavenly bed (zzzzz!), the fun pool (which my four year old loved), or the tea tree and aloe bath accessories. Still haven't decided. It was a great stop over during a very long drive.
October 17, 2013
Rated 3 out of 5 by mefdad hockey dad
did not get wake up call when scheduled, nor my coffee, passage way between rooms was un finished and steped on the carpet tackless, thus cutting my feet.
Room was not cleaned fully and there were no towels left in the bathroom. called 3x to get more towels and was finally given them after the third call.
September 10, 2013
Rated 5 out of 5 by DENIS49 Frequent Guest Comments
I AM ALWAYS IMPRESSED BY THE SUPERB CUSTOMER SERVICE AT THE FRONT DESK. WHEN i ASKED THEM TO PRINT MY BOADING PASS. INTERNET EXPLORER WAS TEMPORARILY DOWN. THEY TOLD ME TO GO HAVE BREAKFAST AND THEY'D HAVE IT READY FOR ME WHEN I RETURNED. THESE GUYS ARE GOOD. SPECIAL NOTE OF THANKS TO TONDALAYA AND JASMYN
April 3, 2013
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
Rated 4 out of 5 by Gary999 My stay
I normally have a very good experience at the Westin Mount Laurel.
This last stay was not up to par with my others.
When I tried to check out, there was a night watchman at the front desk and he couldn't check me out. He went to find the person that should have been there, but after a few minutes of waiting, I left.
I called later to check out and was emailed my bill. I noticed a charge for Internet usage and called back to have it corrected.
I was put on hold for a while when no one at the front desk answered the phone. Eventually someone else answered. She told me she would take care of the bad charge and email me my new folio.
After 3-4 hours, I called back and found the change to my bill was never made. At that point I was working with someone at the front desk and he made the change and emailed it to me.
There were other small things I noticed. No hang tag for the Green option for my door, no glasses in my room and the food in the Executive Club was pretty bad.
August 22, 2013
Rated 1 out of 5 by Matt621 Problems from the second I got on the property
I arrived and couldn't find parking. Then walked to the check in to wait for 40 minutes. The wedding i was attending started at 430 and was not able to check in until 3pm, then waited 40 minutes to get through that process. So only had 45 minutes to shower and get dressed for 2 people. The front desk staff was not very helpful. Additionally, when i booked my room, i was told I had access to a special happy hour that included snacks and drinks for free. This was not the case when i checked in. When i got to my room there were no towels.. already crunched for time, I had to use hand towels until the cleaning staff showed up with 2 regular sized towels. I ended up leaving behind a piece of jewelry in the room and tried calling the hotel 3 times to just keep getting forwarded around and then thrown in a voice mail box. I will not be seeing that jewelry. I would never stay here again, and would never recommend it to anyone. All others i know who were at this wedding had similar experiences.
June 27, 2013
Rated 4 out of 5 by Leroyk Great hotel unexpected location
Was traveling through the area and needed a place to stay overnight. This hotel is very conveniently located off the highway. Very nice. Well kept. Great staff. Park in the back to get a close spot to the front desk. It makes no sense until you park on the side and walk through the complete hotel.
August 25, 2013
Rated 4 out of 5 by Angie75 Hotel is beautiful
Hotel is conveniently located with wuick access to Route 73, I-295, and the NJ Turnpike, although the NJ right turns only is a bit confusing. Upgrade to the club floors - worth it! Cleanliness (i.e. dust) of hotel is not as expected for the price although it has been better than the past.
April 29, 2013
Rated 1 out of 5 by EW239 Very unhappy with stay
This was the worst hotel that I have ever stayed in for the price. I stayed two nights. There was coffee in the room, however it did not fit in the pot. There was a charge for wireless internet, and most importantly the customer service was terrible. I would not recommend this hotel.
March 4, 2013
Rated 5 out of 5 by JJones39 Best Staff
I stay at the Westin in Mt. Laurel each week for work travel. I have never felt more welcomed by hotel staff in my life. The whole staff greets you upon arrival and throughout your stay. Anytime I needed something they were there to accommodate me. The best hotel staff by far.
March 1, 2013
Rated 1 out of 5 by MTM529 Never Again
Despite calling the hotel directly to confirm my room, when I arrived at 11:30 pm i found out that my room was given away. I was offered another room in another hotel, which was not acceptable. Because of this, NO one from our company is allowed to book this hotel again.
April 12, 2013
Rated 4 out of 5 by TravelinMan Exercise Room
You have properly chosen top of the line equipment that features video/TV. However, most don't work. Many come in very fuzzy and have limited channels. I do not think that when I went that a single one of the TVs in the exercise machines were working.
June 23, 2013
Rated 2 out of 5 by Rick9935 Room was abused
Overall experience was good. Room had no way to play i-pod, electronic panel didn't work at all, fridge door wouldn't close so beverages were warm, mirror was cracked, picture on wall was missing but hooks were on wall...other than that it was ok.
October 20, 2013