Rated 3 out of 5 by Surrey2013 Poor survive upon arrival and checkout
We arrived on a cold windy afternoon to about 6-8 employees standing in front of the hotel.
Not one person offered to help with luggage or approached our car.We struggled with our luggage in the lobby until we complained and an employee finally helped us out.
The registration people were not friendly ,professional or welcoming ! We had the same poor service at checkout. Staff in restaurant and bar were great.
November 11, 2013
Rated 5 out of 5 by DetroitBride Gorgeous Wedding!
From the moment we arrived, the valet was very courteous! My fiance and I had our wedding here and stayed for two nights. The renovation of the original Crystal Ballroom, Italian Garden & The Venetian Ballroom are exquisite! The rooms are very comfortable and the view of Detroit and the river are wonderful! All staff members I encountered were professional and accommodating. It's very modern with classic charm!
May 19, 2012
Rated 5 out of 5 by Valerie2013 Outstanding!!
from the front door greeting to the car service to the airport, every single staff member was stellar. Food, service, friendliness...incredible! Pool was clean, cool, and great for lap swimming. Fitness center had everything needed to work out (I actually lost 3 lbs during my conference!). Loved the "pack light, stay fit" option. Highly recommend this hotel for its service, location, professionalism, and food.
July 1, 2013
Rated 4 out of 5 by Bookfan Always a great stay at the Book
My wife and I spent the weekend at the Book after our wedding and stayed in an executive suite. The room, as always was very nice, clean and spacious and the shower was spectacular! I had to arrive very early on Friday morning due to the wedding activities and the front desk staff and management were very accomodating with my luggage and check-in. Would definitely recommend the Book to anyone staying downtown.
August 30, 2012
Rated 4 out of 5 by Addicted2Cofffee No Housekeeping Service
Although I usually choose the eco friendly option when I stay in a hotel, I didn't even get the option this time. My room did not have the card to leave on the bed, or even a DO NOT DISTURB sign to hang on the door. My room was not serviced in the 3 days/2 nights I stayed. And while I can certainly make my own bed and use a towel more than once, I REALLY missed the coffee--I do need that replenished daily!!!!
May 6, 2013
Rated 3 out of 5 by Detroit areas need help
Unsatisfactory valet and bell services. When we arrived no one even asked if we needed attention. Four uniformed bell servers were talking at the front and made no attempt to assist guests. During our three day stay with a rental car, long waits and disorganized drop off and pick up of cars occurred each and every time we needed our car. We even called down to have car brought around and it did not even help.
May 21, 2013
Rated 2 out of 5 by parentsofthegroom Hotel is lovely BUT service is in much need of improvement
unable to get car with valet in a timely fashion caused us to be late to our son rehearsal dinner, breakfast next am hour and 20 mins with small children to get the food. day of wedding car arrived with what looked like milk all over it no one knew what happen. and another 25 min wait and we called 20 mins ahead. check out double charged room upgrade on bill... need i say more.... but the hotel is lovely....
August 19, 2013
Rated 5 out of 5 by Sara88 Beautiful Hotel
This hotel is one of the best I have ever stayed at. Walking into the room was great, it smelled so fresh and clean. The room itself was gorgeous as was the view of the water and the bridge. We ate dinner at the bar and it was delicious. We had a large party (12 of us) and our waitress was prompt and didn't get overwhelmed with all of our orders. I really enjoyed my stay and will definitely stay here again.
August 12, 2012
Rated 1 out of 5 by SonnyG Awful experience here....
I stayed at this Hotel just this past weekend. It was one of the worst experiences I've ever had at a hotel. The hotel was overall nice, but the staff was a joke. #1 reason being is that they have a park ramp, but the people that give you your parking ticket forget to tell you that you cant park on certain levels on the ramp. Therefore I got my vehicle towed which resulted in me paying $280 plus a cab ride in Detroit to locate my vehicle. It was completely unacceptable, signs were not visible stating that parking wasn't allowed. I was beyond frustrated, then when I spoke to the staff they weren't helpful whatsoever. I just couldn't believe it. Stranded in Detroit, due to parking in the Hotels ramp that they directed me toward. It was just a ridiculous experience, very expensive, frustrating, unacceptable, unprofessional, and overall disappointing. It basically ruined my weekend.
April 8, 2013
Rated 5 out of 5 by MASR So pleased!!!
We chose the Book Cadillac for accommodations during our downtown Detroit wedding. The service we received before and during our stay was phenomenal! The department that made arrangements for our room selections close and convenient to each other was well planned without us even asking. The rooms were spacious, clean and quiet. Overall the experience was phenomenal. I would make reservations there again!
December 30, 2012
Rated 4 out of 5 by Lindon72 First Time
We were given a room that was already occupied, there was a food tray outside of the room and we tried our key card in the door and it wouldn't open so we went back down to the front desk to inform the clerk and she insisted that the room was empty I told her well you can go up there yourself to check but that I was sure that it was occupied after a long stare she finally decided to give us another room.
June 13, 2012
Rated 4 out of 5 by Hotsauce The Hotel Needs Work!
Issues with the following:
No Shampoo in room
Printer "Not working -- could not print boarding pass.
Gift Shop -- bag of Chocolate Stale.
Overcharged by $11.43 post checkout.
April 18, 2014
Rated 5 out of 5 by GerGer Excellent...first time in Detroit
I came up to Detroit to find a restaurant for our son's rehearsal dinner. The hotel staff at check in; the valet; the 2 restaurants and their staff were so helpful and pleasant. I wanted to make sure I called them all out. The hotel is beautiful, the room was exceptional...just a great overall experience. We also have guests staying at the hotel for the wedding. They won't be disappointed. Thank you!
May 6, 2013
Rated 3 out of 5 by Jaerome Nice place to stay in DET -- need to improve staff responsiveness
Overall attractive well appointed Westin with 2 good restaurants and new, clean rooms
Only downside has been several encounters with staff -- poor responsiveness to my requests / limited helpfulness - e.g., emailing me my bills, picking up laundry, providing me with club access, etc.
When I've brought these to the staff's attention they have not been particularly helpful in helping to resolve.
September 13, 2012
Rated 3 out of 5 by nygrian Need better tech infra
The internet I ordered in the hotel was excruciatingly slow. I called the front desk and IT dept and was told that the internet was working fine, there were just "too many people on it". I was still charged for the cost even though it barely worked.
In the morning, I was awoken with a wake up call early - when i never asked for one. Little mistakes like that make for grumpy (and tired) guests.
September 11, 2013
Rated 5 out of 5 by dd1010 Try the burger and bucket of chips!!!
The hotel, both inside and out, is beautiful. We used the pool, and fitness room--both were clean and well maintained. The front desk was very helpful at check-in, and later when we had questions about destinations and directions. We ate at the on-site restaurant and had an excellent burger and bucket of chips. Only negative is the lack of anything in the nearby area--obviously not their fault.
July 10, 2012
Rated 3 out of 5 by Jessica Great restaurants
My husband and I came for the night for our anniversary. We were really looking forward to getting a full night sleep since we have 4 children, 2 which are under 3. We have not slept though the night in 3 years! The dinner at The Roast was the best meal I have ever had and the bar we had a glass of wine at was wonderful. Unfortunately in the middle of the night our neighbors decided to have a party. We called the desk and it took them 20 minutes and 2 calls before someone came up to ask them to turn off their music and keep it down. After 45 minutes the noise started again and again we had to call the desk. Needless to say I did not get my night of rest and upon check out I was not even offered an apology. I would have had more rest staying at home with my family, at least my son sleeps in until 5:30 and my daughter only wakes me up once a night. Getting up for the day at 4 was not what I planned.
January 27, 2013
Rated 2 out of 5 by Deniz2012 Worst customer experience
It was the worst room ever I stayed in Westin. The front desk employee told that it's one of their best rooms since she couldn't provide me a king size bed, it was not believable.She should have joked! It was at the end of the hall and looking at the other building with insufficient light in the room. The bathroom also needs some renovation. I won't prefer Westin anymore for my travels.
September 23, 2012
Rated 4 out of 5 by bidettogo Somebody's Missing
I stay at this hotel quite freequently, and I have to say, my normal impression is quite good. This stay I was mostly unimpressed. There was food on the floor of the room that never got cleaned up, stains on the bathroom floor and we had to do quite a bit of reservation manuevering to get wireless access. This was unusual. I still highly recommend this hotel. But guys, get it together!
September 17, 2012
Rated 4 out of 5 by Jackie73 A few things...
First, the staff was excellent! One thing that struck me as odd was that there were no vending machines. I asked the staff at the front desk why there were no vending machines. He saw my disappointment and he gave me 2 cans of Coke. That was so very nice. Second, the bed is amazingly comfortable but the pillows were horrible. I'm sure if I asked for extras they would've brought them.
June 3, 2013
Rated 5 out of 5 by stein Wonderful stay!
We booked our room quite awhile ago, not knowing that the World Series was in Detroit and I am so that glad we did. The place was wonderful with friendly staff and very clean accomodations. Even on such a busy weekend, everything was top notch!. The 24 Grille experience was delightful! We would stay here again and we also would recommend this to others. Thanks for the great stay!
November 1, 2012
Rated 3 out of 5 by srg2511 Not Impressed
Breakfast dining options were basic and expensive for the quality of food. Spa advertises that they are open until 9pm but staff was gone before 6 and nobody in management could explain why. Pile of dirty towels left in hallway (several with blood on them) in the evening where still there when we checked out at 11:00am the next morning. I would not recommend this hotel to anyone.
November 21, 2012
Rated 2 out of 5 by KCAT Okay it have been better
The hotel staff placed my room next to an employee entry door. The staff slam the door all throughout the night and I kept getting woke up by talking employees and the door slamming. When I told the front they seem to already know the door slams loudly…. So why haven’t they fixed it!!!
March 18, 2014
Rated 5 out of 5 by Wildbirdies1111 SPECTACULAR!!!!!
From the moment we walked into the building, we were treated like royalty. The service rendered by all staff is superior - kind, caring and accommodating. The condition of the room was above average. The location of the hotel is convenient. Don't miss the gift shop!!! The manager is a knowledgable Detroiter and freely shares the history. Our whole experience was a WOW!!!!!
December 3, 2012
Rated 5 out of 5 by travlgirl1 AMAZING HOTEL!!!
My husband and I stayed here for our ten year anniversary and we made the right choice! The staff was wonderful! They were all extremely friendly and welcoming! They even upgraded us since it was our 10 year anniversary and because we are SPG members! The hotel is beautiful and the room was amazing! The heavenly bed was wonderful and was truly heavenly! We loved our stay!!
October 17, 2012
Rated 4 out of 5 by Woody58 Great Stay
I really enjoyed my stay at your hotel. The rooms were nice, roomy and well-appointed. I opted for the green cleaning option but was not able to make use of the coupons. That seemed to be an issue for several others who were part of our group. It would have been nice to have someone check in with me once or twice during my stay to see if I needed more soap or lotion, etc.
April 14, 2013
Rated 5 out of 5 by doccher12 Best Team in town!
One thing I took out of my 5 day stay here was the pride the employees have and share. It shows in all they do. Exceptional customer service, on site availability for all needs. From AV and James to Yvette . Jeff handled himself as if we were at his home wanting to make everyone happy.Kim your a blessing and a calming force. Hani and Cerise best examples of hometown pride
July 16, 2012
Rated 5 out of 5 by BDB11 Daughter's wedding
Kim and Gail did an excellent job, by the day of our wedding and lot's of visits and conversations. We did not go down to check things out until 4 the day of the wedding - looked great. Most disappointing issue was the vendor took our flowers and we could not use at brunch -came down to someone at the book told them to do that. We had over 50 rooms and not one complaint.
October 31, 2012
Rated 4 out of 5 by John13 great stay, but parking was an issue
Had a great stay. Hotel was very nice inside. Not what I expected from Detroit. I felt safe in the area as we did walk to other restaurants. They had several choices in restaurants right inside the hotel. Housekeeping people were very nice and the room was spacious and very clean. Front desk people were helpful. Pool area was great as well.
Parking - I chose to self park in the same structure that a friend chose to valet. My problem was that I had to pay $23 overnight to self park, while my friend paid nothing using the valet. The valet was so busy, it was blocking the street, which is why I chose to self park. The hotel should have a better arrangement to self park. The hotel told me I could exit the structure for $4 the afternoon that I checked in, and then let the valet park it for me. When I originally parked I was told it was $15, but when I went to pay it $23 because I was over 24 hours. I was at 25.5 hours.
February 11, 2013
Rated 5 out of 5 by DHCLE Completely lives up to the high Westin standard
From the moment of arrival at valet parking till check out, the experience exceeded the very high expectations I have of Westin hotels. The disappointment that we were not able to get a reservation at Roast was made up by the excellent food and serve at the 24 Grill. GREAT renovation job of an historic Detroit building; location very handy. Will certainly go back . . .
March 14, 2012