Rated 1 out of 5 by RoadWarrior62 This hotel has no leadership
This hotel has a revolving GM door. The GM's, Mr. FR and Ms. Assistant GM, JP, have no concept of customer experience. They knowingly overbook this hotel to drive up the "value pricing" for a average at best room. This has happened multiple times. When confronting them on the issue I received these exact comments:
- This is an industry issue
- Happens every week
- I'll give you points, (but so low I could not use it for one night stay in this hotel nor any hotel I frequent in California
- We are a revenue driven Hotel)
- Serge Rivera is the problem (President of SPG North America)
- not the first time I have been awaken in the middle of the night
Not taking ownership when you are the leaders, is clearly why this hotel is a mess in too many ways to list.
The GM's have never been in a "How to satisfy their customers" training class and I recommend they should get out of the customer service business altogether. Both allow their always new front desk employees to take the brunt of their mismanagement and overbooking.
Give a loyal member a call and or email early in the day when you know you have overbooked the hotel by 20 rooms.
If you are a loyal member of SPG, you understand this hotel is the bottom of any expectations you have. If you are not a loyal member of this Westin, I understand why.
September 22, 2016
Rated 3 out of 5 by QuincyPants Valet Slow
Everything about this Westin was fine. it was no different than all other Westins i've stayed at with good customer service, good food, nice rooms, amenities, etc. My only note is that Valet parking is $45 which i thought to be expensive for the city. Additionally, Valet took quite a long time to get my car ready. I was told it would be between 20-30 minutes for my car to be ready which was fine as i would always plan in advance to call 30 minutes before i was ready. However, on one day, i called 30 minutes before and it took an additional 30 minutes (total of 1 hour) to have my car ready. This would have been unacceptable in my eyes if i had a meeting to get to or to catch a flight.
September 13, 2016
Rated 2 out of 5 by JohnBoston123 Better Starwood Options Nearby
I travel to Minneapolis about four times a year for 4-5 days each time. Normally I stay at a Starwood property down the road (which I love) but this time it was sold out so our team decided to try the Westin.
Upon check in you notice the wonderfully decorated lobby and restaurant but it's all downhill from there. I paid extra for the king grand deluxe room which had a "city view". Unfortunately the Westin Minneapolis is incredibly misleading with the room descriptions and "city view" means a view of the side of the building across the street while you look out your one tiny window in the room. Save your money and just get a traditional room if planning to stay here.
The room was modern and mostly clean with exception of the bathroom which had a large line of black mold all long the bottom of the shower doors. Overall the soundproofing seemed decent as I didn't hear anyone in the hallways.
STAY AWAY FROM THE BANK RESTAURANT. I had a call with our west coast office so I decided to go for room service and ordered some very pricey scallops. The scallops were totally rotted and reeked of ammonia. I don't know how the chef missed this or perhaps he just didn't care. I called the front desk who transferred me to the restaurant and asked for the manager. He never called back that night. The next day I stopped at the desk and asked for the manager who apologized and said he would remove the charges. Upon getting my invoice emailed the charges were sill there.
Lastly, DO NOT VALET YOUR CAR. We paid $45/night to valet our rental car and the wait for valet was 35 mins to an hour and 15 mins! Yes, we were staying on business and needed to get to the office but we had to wait over an hour for the car to be available. Totally unacceptable regardless of price but even more unacceptable when paying such a premium to park.
I highly recommend the other two Starwood properties that are both within walking distance but my team and I will not be returning to this Westin again.
September 9, 2016
Rated 3 out of 5 by Verified Reviewer Great place but service missed the mark
My company held a 2 day executive meeting at this hotel. 7 rooms and a catered conference room for two days. The hotel is beautiful and very comfortable. The staff was attentive but there were a few things they missed that indicated to me they did not quite "get it." Upon arrival (admittedly a little before check in time) my room was not ready. They offered me another room which I happily took. The check in process was not smooth. The employee admitted that they have been having issues with accepting corporate cards, so I had to use a personal card (something about a PIN number - we all experienced it). But not to worry as it was just for incidentals and upon check out no charges would appear on my card. The next day I asked for a late check out (12:30 instead of 12noon - 30 minutes) and was politely told "no." I stay in hotels about 75 nights a year and the only acceptable answer to a reasonable guest request is "of course." Especially when that guest's company just dropped several grand over 24 hours at the hotel. The employee offered to hold my luggage, but I told him it was unnecessary as I still had a conference room reserved for the day (and we still had a catered lunch coming). I thought he would catch on and find a way to let me keep the room an extra 30 minutes, but alas, no light bulbs illuminated above his head. So I checked out. And they charged my personal card. When I explained the conversation I had with his colleague the day before, he remained unmoved. So, in summary, beautiful hotel, great facilities, great food, staff could use some coaching.
August 31, 2016
Rated 3 out of 5 by Angelsumner Did not meet Westin's quality of service : (
Our room was not ready at check in at 4pm. We had an event so we couldn't wait. They did offer drink tickets to compensate for room issue but the bar closes kind of early. We had a quick one, no bar snacks. : (
Ordered room service for 7 am. Finally Had to call. Came at 7:30 am with half the order. Came back 3 times to fill the order. I ran late because i couldn't take a shower while waiting for food.
Valet was great. They got my car right away. Staff was very friendly and apologetic. they were training a number of individuals in
August 15, 2016
Rated 1 out of 5 by Nikitta0777 Very disappointed
We have had so many issues while staying at this hotel.
The room was overcharged.
They combined my reservation with another guest profile.
Customer service was unacceptable.
Card reader doesn't work half the time.
The room was not clean and trash was not taking out.
The shower was set to the small shower so that water splash everywhere.
This is the most horrific experience I have ever had.
July 19, 2016
Rated 2 out of 5 by WorkingTitle Moldy Smelling Room
I am pregnant and was put into a room that smelled of mold. I called Guest Services and they moved me to another room on the same floor that had no window and what looked like blood marks/stains on the bed.
May 31, 2016
Rated 1 out of 5 by BruceLeeWI Something odd.
Something odd was sitting on my desk in the room. Waitstaff, Management, Guest Services all had no idea. So they called engineering who confirmed that it was an odor deodorizer. (I took pictures of this thing). After looking online, it says that it treats smoke, norovirus, mold spores, allergens & other air/surface contaminants. I did not feel comfortable staying in this room & what could have possibly happened in there before my stay.
I went down stairs the next morning hoping to clear my mind of my room & enjoy a nice breakfast. Only to deal with a rude waitress. Among other things, once our food was served, I noticed others had toast. I simple asked if my breakfast came with toast. she immediately replied with, "well, you didn't ask for any".
That was the final straw. I will not be recommending this hotel to anyone. I'm sure the room was fine, but worrisome knowing that machine was there. The rude waitress made me come to the realization, that when I come back to Minneapolis it most likely wont be here.
May 24, 2016