Rated 1 out of 5 by tonya8 one of the many
We booked and prepaid for our hotel room in advance as we knew we would have a late night check in. We called the day of our stay to advise the hotel staff that we would be checking in late.
We arrived at the hotel just before midnight. We were asked for our last name, advised that our room was complimentary, and encouraged to enjoy the complimentary breakfast. Since this made no sense, we clarifed the reservation name. Apparently there was another guest with the same last name. (Not surprising, our last name is very common.)
The error was quickly corrected. We provided our reservation confirmation to ensure that there were no more errors. We were given our keys to a room on the 5th floor and we went on ouur way. Upon finding our room number, we attempted to enter the room. However neither of our keys worked. Just before we headed back to the lobby, another employee came down the hall to help. We showed him our key and the room number we were given. He nicely apologized for the inconvience and opened the door with his master key. Much to our embarressment, the room was already occupied!!!! Luckily this hotel guest was very understanding. He not only put up with strangers trying to enter his room at midnight, but he also took a call from the front desk who advise him that we were given the wrong room! (Pretty obvious at this point.)
We were then taken to a room on the 7th floor via service elevator. (We were told the occupied room belonged to a guest with the exact same name as our reservation.) Just before attempting to enter our 7th floor room, the employee assisting us was radioed to wait as the room may be occupied. An uncomfortable few minutes later, we were advised that we could enter our new room. The room we were given was not occupied, but, it had only one bed. We had three people in our party and specifically requested two beds. (According to our prepaid confirmation, we had already paid for a room with two beds.)
After going back down to the lobby, where two couples were happlily making out nearby, we were told by the front desk receptionist that there were no rooms available with two beds. After pointing out that our room had already been paid for and specified two beds, the receptionist tried to tell us that we could have a room with one bed and enjoy a compementary breakfast...we already had a complementary breakfast with our reservation and were leaving too early to enjoy it. If there weren't couples making out in the lobby, we would have considered resting there for the short time that we actually had left to sleep.
Eventually, we were advised that we would be given a room with two beds....the receptionist snidely mentioned that this would be a room booked by a guest who had yet to check in... Hopefully that guest gets better treatment and can enjoy the complementary breakfast.
April 29, 2015
Rated 3 out of 5 by adamk2014 No TV??
not a bad hotel and its an ideal location. The tv reception is horrible. Sitting here with 3 stations that even work and the reception is terrible.
what is the point of having an HD flat screen with no HD service. This is just awful You pay for certain comforts and having watchable tv isnt unreasonable.
April 28, 2015
Rated 5 out of 5 by mediatraveler After one year, I'm sad to leave
I was fortunate enough to have to spend almost thirty weeks at this hotel over the past year and was sad to finally have to leave in April. During my time at the hotel, I was also recognized by name and welcomed each time that I returned. The staff consistently anticipated my needs and always made me feel comfortable. I would like to personally thanks Svetlana, Andrew, Paula, Robert, Tyler, and Caitlin for making each visit enjoyable.
My only negative comments would be that the Internet and lounge are less than stellar but, they are in the process of fixing the Internet by the end of May.
April 27, 2015
Rated 5 out of 5 by Daniel870 Exceeding Expectations
Due to my position in the AA organization, my job requires some extensive travel and with this comes the chance that something may be forgotten during packing; this was the case on the recent trip to a battery conference in your Heathrow facility on April 22, 2015. Upon arrival, I realized I had not replaced my used tube of tooth paste from my travel kit from my last trip. Your hotel staff quick to come to my rescue and quickly resolved my issue when I inquired as to the closes convenience store by providing me with some complimentary tooth paste. This is not the first time I stay at this location and the service is always World Class impressive. Congratulations for a great Staff and a Fantastic Service.
AAA, Auto Club Group
April 24, 2015
Rated 3 out of 5 by Coz62 Club lounge inconsistency
The hotel is comfortable. Club lounge is inconsistent, good breakfast selection of fruits and bread assortment though evening snacks not so good;Staffing is inconsistent at best. It needs a good clean.
Some chairs are of leatherettte washable type material though are badly stained with food and drink, carpet has obviously not been vacuumed as same food on the floor still remains that was there when we checked in 3 days ago. Fitness room has no wipes or solution to wipe down equipment before or after each use, this does not sit well with best practice.
I have stayed at Westin hotels on previous occasions, unfortunately this one needs attention to detail.
March 26, 2015
Rated 3 out of 5 by Flutter Mediocre at best.
This hotel is mediocre at best. Don't expect something super nice. The rooms are pretty much basic and for the price it's not worth it, although the beds are super comfortable.
The staff takes forever to respond to any needs or requests, some are also rude and very unprofessional.
Parking? Forget about it. The parking lot fills up fast and if you're coming back to the hotel late you will have to park in the back. There is no entrance in the back therefore you have to walk all the way around to the front to get on the lobby elevators.
The hotel is also pretty noisy with dogs barking in other rooms and people talking loud in the hallways.
March 20, 2015
Rated 4 out of 5 by Exhausted36 Overbooked
Loved the hotel, very well kept, clean, nice rooms. Problem was that we prepaid and reserved a room with two queen beds. After traveling all evening, we arrived late and were told they overbooked the rooms with two beds and they only had a room with one bed. As a family of four, this didn't work too well. We were told that they would provide a roller bed. The roller bed was only big enough for one of our children to fit. While the hotel was beautiful and the bed was comfortable, this was highly inconvenient for a family of four with two kids. How a hotel overbooks rooms with two beds is hard to understand.
March 8, 2015
Rated 4 out of 5 by Rancher Lovely business hotel ineptly managed
I look forward to staying in this hotel when in Orlando for business. My last stay was disappointing: minimal SPG recognition, officious front desk, terrible lounge offerings, and request after request that was politely reframed....but I never got what I wanted. Maybe everyone was having a collective bad day and it will be better next time.
February 24, 2015