Rated 4 out of 5 General Observations
The comments that follow were reported in writing to the person who checked us out. While we found the accommodations and services generally good, certain issues we believe should not be part of a Westin Hotel experience. To begin, the toilet paper was unbelievably rough/coarse; almost every day, something was missing after the room had been cleaned. One day it was soap; we called and were told the soap would be brought up; we went to sleep, woke up next morning, and still there was no soap. Two days other toiletries were not left and again we had to reqiest these items.The menu for breakfast was in the room on the day of our arrival; thereafter it was never left even though we called and made the request for same.Upon arrival and check-in, it would have been helpful to inform us that there would be a concert in the park that evening so that we would not have been there hearing loud music and not knowing what was happening; conceivably, we would have attended the event.
In furnishing the room it would be better to have drawers for clothing not where they currently are next to but in a more accessible space.
September 16, 2014
Rated 5 out of 5 by FrequentTraveler17 Great hotel for business travelers
Overall, the staff at the hotel is very professional and courteous. I frequently travel for business and often stay at this hotel whenever I'm in town. The staff are wonderful, often showing simple gestures of kindness that makes me feel welcomed each time I come to stay.
The hotel itself is very comfortable and is nicely located near other restaurants.
The front desk staff are wonderful, always greeting me with a smile. I am very impressed with their ability to recall the names of frequent guests and have observed the staff to greet guests by name - specifically Front Desk staff members Rhea, James and Adam. It is a very thoughtful touch and makes people feel welcomed at the hotel.
I had several opportunities to dine at the River Rock Kitchen, the restuarant in the lobby of the hotel. The small plate offerings are well-priced and a really good value in terms of the quality of the dishes. The food was very delicious and I found myself dining there a few times during my stay.
I also had an opportunity to use Room Service and was very pleased with the staff at Service Express - Everett and Eleanora. I do like the fact that they take the time to ask about my day or if I'm enjoying my stay.
September 2, 2014
Rated 2 out of 5 by Jen50 Service up to advertised Westin standards
We were overwhelmed by an unpleasant odor when we first entered our room. Assuming it was because a previous guest hastily used the facility, I assumed it would dissipate. Instead, however, it became increasingly worse, especially after we closed the bathroom door and re-opened it. The front desk staff promised the engineer would look into it. Unfortunately, we found once the air freshener wore off, the problem remained. Our face towels were not replenished, nor was the in room coffee, etc. We were promised towels in 15 minutes, but no one ever showed up. I voiced my concerns to the young lady that checked us out, and she made an adjustment to our bill. I returned home only to discover that I was charged on TWO SEPARATE CARDS, and though I was on the phone for better than half an hour, no one seemed to know how to correct the issue. I understand the hotel is new, but I believe additional training is needed for housekeeping, and maintenance. I might add, the staff member that checked me out processed the bill correctly, but somehow I was overcharged after our departure. One young woman (the same one that checked us out) gave great directions to assist me in getting film for my camera, and over-extended herself each time I approached her.
September 1, 2014
Rated 2 out of 5 by pj3511 This hotel needs more time to manage and organize staff and building.
This hotel is a newly opened building with many flaws. We stayed here in April for a dry run for my daughters wedding and hoped that many issues would be ironed out by August. The first day of my stay I was stuck in an elevator for 15 minutes with my 1 year old grand daughter. When I pushed the help button I was forwarded to an outside resource who asked for my location. The security officer told my husband that it was my fault that it got stuck. Later that morning other people were also stuck in the elevator and after I talked to a wait staff person they said they had been stuck in the elevator too. This is very upsetting. The staff needs more training. Don't stay here. Find another hotel.
August 19, 2014
Rated 3 out of 5 by Neo45 Great comfort but poor management
The quality of sleep and other comfort is good. Room service was pathetic. What ever I have ordered, they missed it 3 time. how can that possibly happen. At the end, manager apologized and corrected the issue. But, I was pretty irritated. also the points were not added to my account and I had to tell them about it like 5 times. Every time they responded saying its added, but it never did.
May 1, 2014
Rated 3 out of 5 by Jobuck noise
We heard toilets flushing from other rooms all night. We heard people partying until 5:00 AM form upstairs through the vents. Every time heater turned on it sound like someone was opening our door. The sheets were rough.
April 28, 2014
Rated 2 out of 5 by metalsgrrl Westin Stay
Upon arrival, I was struck by the elegant simplicity of this hotel which recently opened in April, '14. However, during my 4-day stay, I found the hotel to be rather cold and a lot of the kinks of running such a large hotel not completely worked out. I couldn't figure out how to program the refrigerator, which should have come with printed instructions. The hotel staff took care of this, but not until I complained after a 3 hour interim. Even though I left a tip for the maid every morning, my towels were not replenished beyond the bath towels, nor were my complimentary bath products replenished as I used them. The coffee filters did not fit the coffee maker and leaked all over the bureau, getting my clothes in the drawers below, completely drenched. The food in the hotel was mediocre, the portions small (lettuce? how cheap is lettuce?) and the service incredibly slow. I travel extensively for business and would not recommend this hotel.
July 29, 2014
Rated 3 out of 5 by CelestePK Need Coffee
It would go a long way if this hotel would offer a to-go coffee option in the lobby (if not an outright lounge for elite members). Most every other competitor in the city offers such either complimentary or for a small fee and the convenience would be very helpful for the busy business traveler. Love the shuttle service!
August 20, 2014