Rated 2 out of 5 by Djohn21 Normally, I enjoy my time @ The Westin; this stay, however, was Horrible!!!
I have stayed at this hotel on several occasions, and normally I thoroughly enjoy my stay @ The Westin. This particular time, however, the Hotel drastically missed the mark. Things began to go down-hill immediately upon check-in. Front desk Associate, James, had a condescending tone and demeanor while checking me into my room, and that didn't make for a pleasant arrival. My room was the other issue. For whatever reason, the AC unit did not work in my room. I have a pretty severe case of allergies, and my room must have a continuous stream of air circulating so that I can sleep peacefully without congestion and clogged nasal passages. After contacting front desk, they had a gentlemen come up and he informed me something to the effect of "this is our first year dealing with the switch from Winter to Spring, so some units are not working properly". He was extremely courteous throughout the ordeal, but quite frankly, that was a poor excuse given for a unit not to work properly in a hotel room. Mind you, this is 1:30AM. After trying to fix it and waiting another 30 minutes for the changes he attempted to fix the unit with to take effect, I contacted front desk again about the issue. At first, I was informed the Hotel was sold-out so I could not move to another room, but after pretty much pleading to see what more could be done, a cancellation was found. At 2:30AM, I had to move to another room. Unacceptable!!! After checking out of the hotel, I did contact SPG Customer Service department and the General Manager was supposed to reach out to me regarding my issues at the Hotel. Unfortunately, It is safe to assume my situation was not important and thus, didn't require at least an apology of some sort regarding my stay. This is not representative of how a SPG member should be treated in any way.
May 24, 2015
Rated 1 out of 5 by Outside Rude & unfocused staff
1. checking in 3 people were dealing with 1 client while no one even acknowledged we were standing there for a few minutes 2. rude service from the woman who finally granted us a minute of her time. I asked for a high floor - we got 4th; did not ask about SPG points vs wifi; did not acknowledge dog (again, she was not focused on us) until we started to walk away; asked for 1 key, gave us 2; then she literally threw attitude saying "sir, I NEED you to turn in this paperwork for the dog mere moments after saying take it to your room and fill it out. Later learned that there was a welcome amenity for dog that never was presented; with the incident of the "NEED" she then mocked me and pretended she was dancing when I turned back around - unacceptable; 4. there was a live concert that went until 12a. No one at the hotel seemed to know about it and when called at 11:30p about it - told early it would end at 10p - was told by Monica that it was a public event that they didn't know about. I said that as a guest I expect the hotel to know about an event that blares music in to the hotel. When she asked "anything else," I said, I'd like a place where I can get some sleep. She then hung up on me.
The checkout staff was horrified at our experience, and manager literally chased us down to apologize. While they were wonderful - it was too little, too late.
April 27, 2015
Rated 3 out of 5 by atanudjaja New property
I stay at this hotel every week from Monday to Thursday because it is very close to my workplace and is considerably new.
My qualms about this place is, there is never complimentary bottle of water in the room. Without a lounge, I would expect they would provide you with the water in the room. Providing it in the room just gives me one less thing to do
March 29, 2015
Rated 5 out of 5 by Mommy03 Excellent choice for the price
Beautiful modern clean hotel. More than what I expected for the price. Staff was very friendly and professional. Comfortable quiet rooms.
March 15, 2015
Rated 2 out of 5 by GeoffG Maintenance issues
The Westin is a physically impressive location and first impressions of both the hotel and the room were very favourable. Our greeting was as expected. Sadly for me the issues with the room were all within the last hour of my stay.
With an early start my partner and I then discovered the room had not been prepped for two guests - not enough towels or gowns. The toilet flush didn't function and the sliding door on the shower was jammed. In a rush we had to muddle through but probably the most disappointing element was at checkout as I informed the desk staff of the issue. I was offered neither an apology nor a reduction on the room rate.
This was my first stay in a Westin and I would have serious reservations about using another Westin hotel as a result. It is hard not to draw comparisons with competitors. I stayed with a number of other chains in a week long trip in the tri-state area and my experience with these was overwhelmingly positive.
March 5, 2015
Rated 2 out of 5 by Matt302 Disappointed
Overall, disappointed in the hotel. Front staff was friendly and the building was very clean. But the "premium" king upgrade was not worth the money, as it is no different than a standard king room in other hotels. We tried to order room service but no one would answer the phone, after three tries we gave up on that idea.
All in all this hotel worked for our one night stay. I just expected more from an "upscale" hotel.
February 18, 2015
Rated 5 out of 5 by bakery68 restin at the westin
love love love the staff..I am a local business owner and have stayed several times. just for a weekend get away. . James had always been very accommodating to help make my get aways relaxing.. front staff is so wonderful. . Room service is yummmmmmy...
I've chosen to only stay at this hotel locally due to staff kindness
February 3, 2015
Rated 4 out of 5 by DDW123 Great Riverfront Views
Excellent facility with attentive service. Will return to this lovely hotel when visiting the Wilmington area. Located close to Winterthur/Amtrak station if headed to NYC.
January 13, 2015