Rated 3 out of 5 by Hvyhitter Not happy
Got to the Westin around 4:30pm thinking we had plenty of time to get changed, grab a nice bite to eat before the Eminem/Rihanna concert. Much to our dismay.....our room was not ready.....wow, for a Westin......the room not ready at 4:30pm?? Not typical of a Westin and not impressed. We did not get our room until 6pm. So, not much time to change and no time to grab a bite to eat. We were told a $50.00 credit for food or bar tab would be put on our bill.....didn't see that when I did the room checkout. The lines for checkin/check out were ridiculously long again so I didn't bother. Won't be staying there anytime soon that's for sure.
August 25, 2014
Rated 5 out of 5 by bridesmaid4life Incredible Event Location!
On top of the actual hotel room receiving 5 stars, the event space and staff is what really exceeded any expectations I had. The entire event was spectacular - from the cocktail hour through dinner and the overall service and ambiance, I have never been to an event that I could not find one thing that I did not enjoy!
I would COMPLETELY recommend this property to anyone looking to host a remarkable event!
**Also, I have never received such exceptional bar service and would like to personally thank Jill and Patricia on behalf of all the wedding attendees for doing a phenomenal job!!
September 3, 2014
Rated 4 out of 5 by Carlos2222222 Stayed here during weekend trip to Comerica Park
Live in area suburb but decided to catch a weekend ball game and go to MGM grand and have a couple of drinks.. .at end of night were glad we decided to stay here until we pulled in.
The valet was unhelpful despite a couple of valet attendants being outside.. . we pulled up and started to get our luggage and bags and no one came up to get our keys. We were tired and decided to take our keys and walk in to try to check in. One of the valet attendants (who we had not seen before and wasnt the crew that was very unhelpful) asked us if we were leaving the car etc .. .I was a little irate that no one had come to get our keys and let him know my frustration but to his credit he was very apologetic (for something that wasnt his fault as the other valet attendants were the unattentive ones. In any case the hotel was nice but everything was closing down (1 am) so couldnt get a drink although we have been to the restaurants and bars and they are phenomenal.
The rooms were standard Westin fare and we got nice room (2131) and had a great nice rest.
Would we stay here again.. . yes but they really need to work on the valet service issues etc (hence 4 stars and not 5)
September 14, 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 Buddybaby82 Stay
The hotel was clean and nicely decorated. Very nice staff, friendly and courteous.It was very nice but I think the outside elements really take away from the hotel and what it has to offer. If you have to stay downtown than this is the place. We had to walk to get back and forth to the hotel and it got to the point that I didnt even wear any of my jewelry outside after a certain time. The hotel cannot control the people but the panhandling and everything else left little to be desired. The hotel in itself was very nice.
September 4, 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 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 1 out of 5 by Joshua10 NEVER AGAIN
As an SPG member this was by far one of the most disappointing stars. When a motel is converted to a supposed high end brand hotel and it is not done well the whole experience is negative. The customer service staff at check in were miserable and may as well have stayed at home. The coffee shop on the Ground floor which claims to sell STARBUCKs coffee is a fallacy and not in line with the how STARBUCKS would want its brand recognised. A total disappointment
September 2, 2014
Rated 3 out of 5 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 1 out of 5 by jjjean14 This hotel has rude receptionist.
The receptionist at check in was nicety rude that made my stay at this hotel very unpleasant.Look like you would make your guest feel welcome Detroit so we would want to come back! I think you know what i mean.
July 29, 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 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 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
Rated 5 out of 5 Wonderful Place
The beautifully restored property is always a treat to stay at. Nice SPG recognition. The location is great, right downtown Detroit; can walk to the FOX, Comerica Park, Cobo, etc.
March 4, 2013
Rated 3 out of 5 by DON43 What is the point of an executive lounge that is not open
This is a lovely hotel with many nice features. On checking in we were told that the assigned room was on the 23rd floor with access to the executive lounge including cocktails in the evening and morning breakfast. We wanted to see the lounge but neither key worked. On checking with front desk, we were told that we had been incorrectly informed and that the lounge was closed at weekends. What is the difference between customers at the weekend and during the week? What is the point of being a loyal Starwood client, Platinum, if you do not get these benefits at the weekend? We were given breakfast vouchers but nothing to compensate for the evening drinks or munchies. The room was comfortable with a nice large bathroom. Initially, I was not going to recommend the hotel, based on the executive lounge issue, but reconsidered based on the other pluses of the hotel.
August 29, 2014
Rated 5 out of 5 by Chantelle I'm returning a month later it's so perfect!
The location is ideal, the building is historic and stunning, the restaurants are world class, the rooms are huge (especially the bathrooms!) and the staff is lovely!
If you are going to Detroit this is _the_ place to stay. I've stayed all over downtown Detroit for both business and fun and I'm thrilled with the Cadillac. So thrilled that I returned home and immediately made another reservation for a month later! I ate at all three on site restaurants and they are all amazing and different. Roast: service is Michelin level. The Grill has champagne flights that changed my life.
One word: Go!
November 23, 2011
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 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 4 out of 5 by golfouting Nice hotel but registration needs help
This was my first trip to Detroit and this was the recommended hotel. After registering, my stay was very good. The registration process was frustrating. I waited in a line of over 20 guets while one desk clerk attempted to get everyone checked in. It took over 30 minutes to get my room key. This was at 3:30 in the afternoon. The hotel needs to have the ability to call on extra staff if lines back up.
I also realize that I have a Starwood account and the desk clerk did not ask if I was a member. Huge oversight.
August 20, 2014
Rated 4 out of 5 by jm05 Great rooms, a few problems
Our stay was wonderful overall. The valet and bellman staff were great! The check-in desks didn't seem to be properly staffed upon check-in though. The lines were very long and moved slowly. Our room was ready as promised but many of the other people checking in at the same time were told that their rooms were not done being cleaned yet. The room was very spacious and beautiful. Queen size beds instead of doubles would have been nice. The hotel was probably at capacity and the staff seemed to do the best they could. It seemed that the hotel could have used more staff at times over the weekend in order to meet the demand
July 28, 2014
Rated 2 out of 5 by Nemo1 Dirty Room
The staff let us check in early which was great. When we got to the room the sink had toothpaste all over it and water marks from soap, it had not been cleaned. I cleaned it myself because they let us check in early. It had two double beds with only one bathrobe which wasn't even a bathrobe. It reminded me of a lab coat it was so thin. There was no vent to turn on in the bathroom. The next day when checking the room to make sure nothing was left behind I had the luxury of discovering they had never vacuumed under the one bed it was disgusting. I'm glad we were part of a wedding block because if I had paid full price I would have been ticked. Staff was friendly but I would highly suggest looking at your maid service a little closer.
March 23, 2014
Rated 3 out of 5 by Mike46 Good rooms, Service and SPG recognition below expectation
I recently stayed at this property the first time. On the first glimpse it makes a good impression. Check in was fast, however no mentioning about status, and no upgrade even. The room assigned was not even on the higher SPG floors.
Room it self was nicely furnished and had enough space. Bathroom is very nice with separate shower and Tub.
Downside if the room is the AC. It blows directly onto the bed without the possibility to adjusting it. Also you can only put it to automatic or off. On automatic you consent lay have the AC switching on and off.
I opted for make a green choice, no need to change linen, towels after one day. However this means, that nothing gets done. No replacement of water or coffee/tea from the coffee maker.
Biggest letdown is the executive lounge. First morning I arrived I was shocked: the hotel allows people that freshly come from their morning workout into the lounge stinking and sweaty. I couldn't believe my eyes. On the second day as was there earlier and was alone, alone as also no staff was there. They do not provide hot water for tea ( which selection wasn't refilled from the day earlier) in the lounge, but the service gets it for you. As there was no service personal in the lounge in the 15min I stayed there, obviously no tea.
Else the breakfast selection is quite good.
July 13, 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 Rhette Accomodation
Room not ready for check in at 5:30 pm! Really inconvenient however the staff did their best to compensate us and that was appreciated. Westin's facilities - beds, linens, shower etc. excellent. Missed my bath robe in the room though! Food toooo expensive!!!!!
August 26, 2014
Rated 5 out of 5 by tlandon Great location and great people!
The Westin Book Cadillac goes above and beyond a fantastic hotel. From the historical features to their proximity to anything you need to do in downtown Detroit, this hotel has everything. Classy, spacious, comfortable, great views, and so much more. Not to mention their options of dining, coffee, snacks and other amenities. I will have to try their spa on my next visit, I hear it's just the best! I know exactly where I am staying on my next trip to the D, for work or play or anything in between. Thanks again Westin Book Cadillac.
August 13, 2014
Rated 2 out of 5 by Debbie0220 Very disappointed
I booked my reservation using my spg points a few months ago, when I bought tickets for the Eminem & Rihanna concert. When I arrived I went to the line that said "Gold and Platinum" members. When I was next, I was asked if I was gold or platinum, I wouldn't have gone in the line if I wasn't. When I arrived at the hotel at 5:30 and was told my room wasn't ready and it would be about 30-40 minutes. I waited 40 minutes, went back up to the desk to check and was then told I was the 13th person on the list and they didn't know when it would be ready. I subsequently went back to the desk 2 more times and was finally given a double room by 7 pm. I was given 2 drink tickets, I asked for 2 additional. I was not offered any thing else for the inconvenience while the front desk was offering additonal spg points, free valet, free food vouchers, etc to other inconvencied guest. Why wasn't I, because I used spg points? I like staying at the Book and recommend it often to colleagues and friends. I was highly disappointed this stay and am rethinking my options.
August 25, 2014
Rated 5 out of 5 by Cheryl435 Top-notch hotel class!
This five star hotel is beautiful throughout. Our room, which was just a standard room, was very large. Comfortable bedding, large t.v., and a wonderful view from our room.The bathroom was very spacious with elegant finishes. Staying at this hotel was a treat!
August 24, 2014
Rated 5 out of 5 by glamourgirl nice getaway
mo one told us about how the elevators work wryh room keys.
August 26, 2014
Rated 3 out of 5 by RoomService Services
Check in took too long. All that was available for room service was one turkey wrap or two breakfast burritos.
August 25, 2014