Rated 5 out of 5 by Pat1962 Excellent Stay
There wasn't anything that I really could improve upon during my stay. A continental breakfast would have been nice though.
February 27, 2014
Rated 5 out of 5 by Boop Great hotel
Everything seems new and everyone was friendly. Would highly recommend this hotel.
February 26, 2014
Rated 4 out of 5 by Lifeisgood4me The Westin Experience
Relaxing room, local transportation easily accessible. Overall great place to stay....
February 25, 2014
Rated 3 out of 5 by Jackee Maidservice And Other Features
The maidservice was good and prompt. There needs to be some improvement though:
The first night, the ice machine was not working.
Also, even though the room was cleaned, when sitting down to read, I noticed quite a bit of dust on the lamps,clock, as well as in the bathroom. I noticed a smudge on the other bedspread which led me to wonder if the spread on the bed I was using was really clean.
I wanted to use the ice bucket, and noticed the inside of the lid was dirty. The coffeemaker also appeared dirty. I think it would be more hygienic to have wrapped wooden coffee stirrers/spoons, instead of sitting out in the open. And, don't be so stingy on the creamer. I was surprised that there were no plastic bags in the trashcans, so I placed some of the plastic grocery bags I had in the cans. Using plastic bags helps to keep the cans clean, eliminating odors, etc., and makes it easy to just toss the bag & replace.
I did not care for the food nor the menu from one of the restaurants, & the wait was too long for someone to even bring me a menu. I started to get up and leave. Not good for their high prices, & they need to print a menu someone can look at and understand.
Having a beverage machine on each floor, & even snack machine would be most helpful, especially when one is thirsty or desires a drink.
The first time I tried to use the elevator, it did not work for me. It would have been most helpful if the staff at the counter would have pointed out that one must enter their room key in a slot, then press the desired floor for the elevator to operate. That was most frustrating.
I was disappointed that you did not have a hotel shuttle. This would have been most helpful.
I did like the large screen tv and the fact that one could swivel it around to face the bed.
February 26, 2014
Rated 2 out of 5 by RealisticBAMAN Low End Westin
The club level amenities and service was well below my expectations. Also, I did not feel as though the staff was interested in meeting my needs.
February 24, 2014
Rated 2 out of 5 by Jon6258 Night of no sleep
Hotel has nice appearance at first glance. Must of been a busy weekend because the place was full. Loud noise heard from people running the hall and being loud in the middle of the night. Front desk was called, but probably was out of there control. I frequent Detroit and always stay at this location, probably the last time. Upon arriving to my room, I had to push aside room service tray left the night before to acess my room
February 17, 2014
Rated 4 out of 5 by jjl22 Highs an Lows
High Points: Location, Decor, Food, Ambiance, Value, bed comfort.
Low Points: Missing room anemities, small room with no upgrade or "enhancements" for SPG Gold. Valet lost (forgot) our request for retrieving our car. Breakfast Menu and food quality was limited yet expensive.
February 17, 2014
Rated 5 out of 5 by mosietaylor Great location
It's close to everything in Detroit and I felt welcome!!!!
February 18, 2014
Rated 1 out of 5 by dld14 Vehicle Broken into While Valet Parked
I attended the Auto Show Charity preview the night of January 17, 2014. I left my vehicle with "Professional Valet Service," which is run from the Westin lobby, thinking it would be safe. When it was returned to me, the rear window was broken and the door seemed to have been pried away from the window. My expensive briefcase with many valuables, including a laptop, passport, portfolio with important papers, was gone. Nothing else was disturbed.
As you can imagine, this has been very stressful and time-consuming, and most items can never be replaced. It has taken several trips to the body shop, emergency trips to the passport office, and the time required to replace the items that could be replaced. All told, the cost of damage and loss was almost $6,000, not including the cost of my time. I filled out a report with the valet, a police report, insurance reports, stolen passport reports, etc. Not sure how this happened, as the valet told me it was parked in a secured lot owned by the valet company with a security guard.
The owner of Professional Valet Services, said he would reimburse me for my out-of-pocket costs. So that means I'm supposed to submit insurance claims for both auto and home. And pay higher rates in the future, which my insurance company assured me I will. He is not willing to do anything else. It seems to me that he should be responsible for damage to vehicles entrusted to his care.
I raised this issue the night of the event to the Westin hotel front desk manager, Mike. He said it was the valet company's responsibility, not the hotel's. They simply rent space to the valet company in their lobby! I have emailed Mike and the Westin General Manager, Deb, but neither has responded.
So I warn you about using their valet parking, as you are truly on your own if something happens while they have your vehicle.
February 17, 2014
Rated 3 out of 5 by Alworsten My 3 night stay
This is a very nice hotel in appearance. The staff are very accommodating and give you the feel of a very high end hotel. We were on our 10th anniversary and were please to see that they had left a bottle of champagne and two glasses waiting for us in our room. The bar downstairs has great food and it seems like they really take pride in what they do. We ate there for lunch. However, when we came back to the hotel after a long day exploring we were told that we needed a reservation to eat anywhere in the hotel (even though we were guests). They told me that they were booked and had no more available reservations for the rest of the evening so we had to order room service. Or we could of wondered around looking for somewhere outside of the hotel. Problem is that this hotel is not really in an area that there are a lot of options. After being little angry, hungry and tired we found out that our room key no longer worked. You can not even ride the elevator without swiping your room key. Luckily someone scanned theirs and we went up to our room to find out that our key did not work there either. So we had to go back downstairs and wait in a line to get our key updated. The people mover is not near by. So if you do not want to drive around in your own vehicle you will have to take a cab. Anywhere you go in Detroit you will have to pay at least 10 dollars to park so driving is not very economical. The hotel also does not have a shuttle service. The valet service cost $30.00 a night at the hotel or you can pay $15.00 a night to park yourself if there is available parking in the parking garage. We chose to use the valet. It cost us $60.00 for two nights. It had snowed the night prior to our departure and we were very surprised to see that our vehicle was parked outside instead of the parking garage and they did not even clean to snow off of our car for us. They only cleared enough to drive it around to the front of the hotel. We drive a Jeep and noticed that all of the Lincolns, Cadillac's and BMWs (higher end vehicles) were dry and obviously parked in the garage. To bad they did not take under consideration on charging me less for the service. So if you use valet service here make sure you drive a more expensive vehicle. I will not stay here again. If you are visiting Detroit and want to explore, the Greek Town area is a much better idea.
February 16, 2014
Rated 2 out of 5 by jasper84 No Showerhead, Staff Uncaring
I love Westins but will not return to this one. The room had very loud climate control that kept me up all night. What's worse, I was unable to take a shower because there was no showerhead installed! I had an early meeting and didn't have the time to wait for them to install one. I went without a shower to an important business meeting. The staff offered no compensation for my inconvenience and couldn't have cared less.
December 5, 2011
Rated 5 out of 5 by jacobrandy72 City Get Away
My wife felt this was the most comfortable bed and the quietest, most relaxing room for any stay in a downtown area.
February 13, 2014
Rated 1 out of 5 by MOSSINT Worst 4 Star
The bed had brown spots, valet had to be called from my cell phone after 15 mins, the panhandlers actually do a better job than the staff. just awful
February 12, 2014
Rated 5 out of 5 by care528 Great Staff!
We were looking to purchase a soft drink after the auto show charity preview and stopped a couple employees to ask them to direct us to a vending machine. They indicated there wasn't one, but they offered to go and get us something outside of the building. One was the bell captain (who had just finished his shift but still offered to go out) and another was a young man, African American with glasses. It was very late and we didn't want to make anyone go outside - the young man (not the bell captain) told us to wait for a minute and he returned with a soft drink. It was so thoughtful and kind!! We appreciate their care and concern to get us what we needed.
January 19, 2014
Rated 5 out of 5 by Skydrvr Great Hotel
Great Location. Friendly Staff. Nice rooms and restaurants within. Get the Burger at the Grill on first floor .
February 9, 2014
Rated 1 out of 5 by disappointed1963 Double Charged
This hotel is one of the nicest in the area but I will say I was double charged for the room and they took it out of my checking account I have called 6 times and I have not been able to get anyone to help me get my money back. I stayed Dec. 16th one night and here it is Dec 22nd and no one from their accounting department has returned any of my phone calls. It is Christmas time and having an extra $286.00 taken from my debit card is making buying presents a bit tough. I would suggest using either a credit card or cash only to make payment to this hotel.
December 22, 2013
Rated 4 out of 5 by Debi2 Hotel is nice but
There was zero platinum recognition other than points. It was busy so broken coffee pot was never fixed, though the outlets were non functioning at desks that was fixed immediately.
February 7, 2014
Rated 4 out of 5 by doublej Downtown Delight
The Westin Book Cadillac is a great hotel and Westin should be applauded for the renovations it completed on this building. My wife and I stayed here for a Saturday night, and could not have picked a better place to stay. Check-in was quick and efficient, with the front desk confirming (without prompting) that I was a Starwood Preferred Guest (SPG) member, and giving us a great room on the 17th floor.
The room, 1701, was a little walk from the elevator, but had a nice view and a good layout. The hotel has great restaurants inside, but we choose to head to Woodward, and eat at a couple of the restaurants there. Next time, I would like to try Roast which was pretty busy on Saturday.
Valet parking might not be worth it (self park can be quicker than valet). Pool area was ok, but not conveniently located. That being said, overall this hotel does the little things correctly (staff saying good morning as I passed by, asking if I wanted the folio emailed or paper copy slid under the door, recognition for being an SPG member, etc) . All in all, I will definitely be back.
This building's renovations truly bring the hotel up to date and take guests back to the Book Cadillac as it was in its heyday and where it is going in its future!
November 11, 2011
Rated 3 out of 5 by MattNe Needs an attitude adjustment
The physical property was very nice. However my experience with the staff was less than average. Staff attitude came across as " when I can". Service in the restaurant and lounge was slow and at each of my 4 visits ( only because there was no where close to go) our party had to ask for things that should have been done. Attitude was very obvious and not in a good way.
December 30, 2013
Rated 2 out of 5 by Bac1447 No response from management
Clean and excellent hotel with the exception of my 10th floor stay. Important meetings and two nights in a row around 2AM both nights I wake up to loud laughter, yelling and people talking. I checked out in the morning what I thought was a stairwell but it is where staff change takes place with no regard for their guests and when I called reported this the second night they laughed and shined a light in my room???? The morning I left I asked for a manager but no manager was onsite at 8:30AM?? so I left my card so they could call me. No phone call. Glad our corp headquarters has other hotels in the area for my next trip to Detroit.
September 27, 2013
Rated 5 out of 5 by EcoCar2 Westin Stay
The front desk staff were excellent and the check was quick and efficient. i always have an excellent stay and recommend this hotel to any business travellers who want to be treated like first class.
Kudos to front desk staff!
February 2, 2014
Rated 1 out of 5 by upsetx100 Horrible treatmeant
Arrived two and a half hours after check in and our room was not ready. The clerk said he would call us when the room was ready. Never heard from him and we had to get to our show. So not only was our room not ready but we couldn't get refreshed for our show and from the 2 hour drive it took to get to the hotel. I called and asked about our room and they said it was ready 2 hours after we checked in the first time. This is so unacceptable, I paid $247 a night for horrible service and a few hours. They wouldn't even take our bags to the room, I had to go get them at 1 in the morning. I had planned on staying here for my birthday in June because we want to eat at Roast. But now I will not be back and I am telling everyone I know not to stay here. I understand being busy I own a business myself, but this was a very bad time.
December 14, 2011
Rated 5 out of 5 by busjones2112 This hotel has great features
Dinning and food was great. My Company hosted some clients for a Rewings game and we ate and had drinks and the Grill.
February 2, 2014
Rated 1 out of 5 by fzg407 The Whole Stay
Upon our checkin both rooms were not ready. A dirty tray with 3 glasses were found in the one room. One of the beds was covered with a "rag" that they called a bed sheet. At the bar we were told to make sure we clean up after ourselves in the general seating area. Staff was very rude and unpleasant. A VERY BAD experience.
December 27, 2013
Rated 5 out of 5 by m8dogg personalized almost
as a loyal and very socially active guest, i was bumped from the Club Level into a room which someone had used for the excellent program (shoes/treadmill) in room. Great idea. But worse than getting a room that has been smoked in. Could you keep these rooms segmented so guests who prefer to never stay in one can? I was moved into a clean, fresh room. So all was redeemed. I also recieved a super late check out during high capacity. so that was greatly appreciated. Mix ups are not customer service failures. they are opportunities to turn it all around and go from 0 to HERO. thx.
November 22, 2013
Rated 3 out of 5 by gfmsugrad Service is slipping.....
I use to always rate this property 5 stars, but it has lost it's edge.
The property is still stunning, and in a wonderful location. However, I called service express twice - they never came. Once I requested the room safe be unlocked as it was locked when I checked in, once I requested a bottle opener. Neither were responded to.
Then the room was not serviced, I had not requested the green choice. I had to go to the front desk - I requested new towels, water, and coffee. They set them in the room by the front door while I went out to dinner.
The club lounge is not open on weekends, and cannot even be accessed to use the computer except during its very limited hours.
To end on one positive note, Alam who works in the club lounge during the week is awesome!! He was able to secure a bottle opener for me.
Great property, but service doesn't even come close to minimum Westin standards.
July 20, 2013
Rated 3 out of 5 by WC43 Reported issues
The room was nice. I could not get the air conditioning to stay on. When I woke in the morning and used the bathroom vanity I noticed small bugs crawling everywhere! I was disgusted. They were in my tooth brush case, crawling all over the counter and everything on it. They quickly retreated when the lights were left on.
September 9, 2013
Rated 1 out of 5 by Donald3217 Unsatisfactory
From the look of it May 2012 was not the month to stay at this hotel I am clearly not the first guest to have issues this month after looking at the other reviews. Front desk seem to not care at all about my needs or wants. I emailed the hotel after we left to see if I could cared that I was unhappy, but all I got was a email telling me "We have every room inspected by a supervisor and have one of the highest housekeeping scores in the company" Good for you, but that does nothing for my issues.
May 29, 2012
Rated 5 out of 5 by Johnny33 Excellent stay, as always
Over the past year I've spent considerable time in Detroit and the Westin Book Cadillac has been consistently a great hotel experience. From the hotel design, room size and cleanliness, and friendly helpful staff, I look forward to staying here
December 20, 2013
Rated 3 out of 5 by coach09 Detroit Westin
The stay was due to a family illness, maybe the mood had something to do with this evaluation. The only areas that were below the norm, was the room service, everything else was great. The car service was especially helpful, them helping with a dead battery.
November 24, 2011