Rated 1 out of 5 by Brettt Far below what you would and should expect from an SPG property
I must preface this review by saying I don't think that leaving reviews is worthwhile. Except in my case, I hope people see this and change their expectations of this hotel before booking or staying here. If you do choose to stay here, lower your expectations as you will not be treated like a valued guest.
The hotel's physical appearance is nice. The facilities are adequate. But this hotel has the worst staff and customer service that I have ever encountered. There is a lack of communication between housekeeping, front desk, and management. I notified the front desk of the numerous issues we had in the booking and subsequent check in process. Check in was terrible. Additionally, minor details such as there was no iron in my room, the TV flickered on and off, and worn down carpet were irritating.
None of our issues were acknowledged until I sent an email to the Twitter social media team at which point the manager on duty called my room at 10:20 pm at night. It's a shame that no one at the hotel wanted to help us before this. We received the standard apology and then I was lectured about hotel policies. I don't need to be lectured with policies. I read the terms and conditions and the policies. I know them. I travel frequently and am aware that hotels have restrictive terms and conditions and policies.
I was offered a bottle of wine for our inconveniences. I replied that I didn't want that. What I wanted was the assurance that they would work on the issues and address their staff so no one else goes through the same unflattering treatment we received. No such assurance was given.
I normally would accept their apology and leave it at that except for the fact that I received a follow up email from the Director of Front Office Services asking me how they could address the issues. That is what I hoped to gain. I wanted to be able to share with them what I thought would help them. I replied and have not heard back. The lack of response is the epitome of the bad service we received.
October 22, 2014
Rated 3 out of 5 by SP007 Spg recognition
Wonderful property but staff member ineffective. I am a platinum member and even though the hotel was less than 15% of capacity and I checked in after 8:30PM I didn't receive a room upgrade. I asked about the number of Jr. Suites and was told they weren't available. So....I called Starwood and asked if I could make a reservation the same night for a Jr. Suite and told they were available. This experience is not typical of Westin. I'm a fairly new platinum member but it didn't make a difference this time with the exception of receiving a 50% discount of the resort fee. There is more to this experience biut I don't want to write about it. Wonderful property but don't want to stay again.
November 24, 2013
Rated 4 out of 5 by Fred37 reservations, check in staff
I spent 1 hour trying to check into my room I also spent as much time trying to check out ?
you might ask your maid supervisor Brenda about my room after her visit to review how her staff left my room. my golf voucher was screwed up an I was late for my tee time .
But with this being said we love your hotel and the GOLF in the area we travel and play golf all over , we stayed there when it was Lowes, and hope to give your facility another try.
November 8, 2014
Rated 5 out of 5 by ksrpdx Amazing new Westin property
THis is a great alternative to staying on the Strip.
It is located about 16 miles from the Strip and is about a 25 minute ride. Aside from the beauty of the hotel itself and the top notch area, it is unique for its
activities. These include kayaking, canoeing and stand up boards, Lake Las Vegas fronts the hotel so its about a 3 minute walk to the rental center.
Also Westin offers bird watching, volley ball, tennis, and fishing. There is a delightful Aveda, everything from hair to massage, and facials.. For those of you
planning a trip to Vegas, I highly recommend you stay here at least one night. Or if the Strip is not high on your priority list, consider staying here for many nights It;s perfect for those that like to explore by
boat, or biker also there is a daily hike geared towards bird watching...Pools are spacious with an
adults only pool..I've been Platinum for over 10 years and don't often write reviews, but this one really
deserves an acknowledgment of it's uniqueness and
kudos for a great staff!
May 11, 2012
Rated 1 out of 5 by RegretWestin Awful experience
I checked in, but not all the way. Had to wait 2.5 hours for my room. I wasn't checking in early either, it was after 4:00pm. When I went to my room the key didn't work and had to go all the way back to the desk, wait in line and then get key fixed.
I get into the room, no kidding, there are crumbs on the table, no ice bucket or cups, and it looked as if they changed the bedding and forgot to do the rest of the room cleaning. There was no offer of a free drink or anything to try to make right all the mishaps. Completely unacceptable. I told the front desk and the only response "we are very busy". I will NEVER stay at another Westin property. HORRIBLE service!!!!
March 26, 2013
Rated 5 out of 5 by VZ17 Nice resort away from the strip!
Perfect place for a retreat, lake front with great pools and amenities. Check in staff was nice very accommodating and professional. I appreciated the clean facilities, lake front activities, poolside service and proximity to the Las Vegas Strip. A terrific oasis within a short commute to restaurants and shows. It's about 15 miles from the strip. I travel often to Vegas and I appreciate this facility because it's not your typical Vegas Hotel, feels more like a Hotel in a tropical place. Can't wait for the golf course to open in November!
October 25, 2014
Rated 4 out of 5 by Flyfisher Memorial Weekend Stay
Overall a beautiful hotel. Very relaxing. Upon check-in the front desk didnt acknowledge the Platimun SPG status. Additionally, the hotel advertises a beautiful pool and lounge area. If you are traveling with kids, beware. The signs advertise the pool is open until 6pm and 8pm respectivley. On both nights the pool closed at 4pm and 6pm. It was a holiday week, the temperature was 103 degrees, 30 people in the pool and we were all asked to leave. Not very accomidating. Front desk did nothing about this situation.
June 3, 2013
Rated 3 out of 5 by mltd Get Away
Overall our girls weekend stay was nice. The resort is beautiful and in a very peaceful place. The view is amazing with a great pool and nice get away from life.
However when we called to book and make sure there was transportation to and from the resort/strip we where very disappointed. There is only 1 van with limited seating and once it fills up you have to take a taxi that costs anywhere from $30-40 ONE WAY! We spoke with management and there was zero concern.
If you plan to only stay at the resort the entire time to visit, then this is a great place to be, otherwise rent a car or call days in advance and get on the can list for dinner or a show on the strip.
October 12, 2014