We booked in for a staycation for just a night. At this time of year we obtained a really good rate, which made up for a few of the cons about this property. We have stayed here many times over the last decade+ and have frequented the health club between stays. To summarize here:
Renovations to pool and health club were needed and are very good; I think, however, that's it may be time to replace some pool towels. While they may have been loyal to this particular brand for years and years the towels look like the same we've always had there and are getting just as threadbare. It's at the stage where you need 2-3 just to dry off. Steam room and sauna are both great and my partner enjoyed a few good workouts in the gym. I LOVE the service partnership the hotel has with New Balance - brilliant.
The service at the front desk, the bar, and in the rooms was excellent. We're gold members and were given a room upgrade (to a lakeview), a free movie as there was no welcome package for our daughter, and a very late check-out. All appreciated.
We enjoyed the food very much; both at the bar and via room service although $7 for a glass of cranberry juice is absolutely ridiculous in my opinion. Others have commented here on the price of the food and I agree that it's steep, but at least it is reliably good quality. I also agree that the $4 room service fee and automatically added 15% service charge on top of the food prices is too high.
Our room was fine; bed linens were clean and fresh but all except one towel in our room was old. It was like the lovely white fluffy one was just there to taunt us (yes, I have a thing about soft, absorbent towels and would hope that a hotel at this category could provide them!).
We liked the newer tvs but the desk in our room was really showing its age with tonnes of pock-marks, surface scratches, and ring marks. Same with crumpled lamp shade and upholstery that is showing its age. The room was clean but just getting to the stage where it's bringing down the experience. There was also unrepaired water damage along the AC bulkhead and metal strapping coming loose from the windowsill. Again, minor things but all taken together make the rooms not fitting for the star category.
Also, the shower in the room was so noisy because it wasn't working properly that it was really unenjoyable. Loud and screeching is the only way to describe it.
The only other issue I have with this hotel and it's really not their fault but this was our third stay when the fire alarm went off. Once was at around 11pm, another at around 1am when we had to evacuate despite the fact that there was no fire (me carrying our then 8-year old down 23 flights of stairs), and this time thankfully not until around 8:30 and we didn't have to leave our rooms. So you see, it's not really their fault but I actually hesitated to book this time because of our luck with the alarm in the past; I think I'll be sure to book a really low floor next time and take a pass if none is available.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for choosing to visit us during your recent staycation, and for being loyal SPG guests of our hotel.
I appreciate you taking the time to share some thoughts on your stay and I am pleased to read that you enjoy and did take advantage of our Gear Lending program in partnership with New Balance.
I am taking your comments about the room condition and the water damage in the room very seriously and will follow-up immediately with our Engineering team. As well, thank you for mentioning your experience with the pool towels: I will discuss this with our Director of Housekeeping immediately.
At Westin, we strive to make sure that our guests sleep well and I am sorry to read about your disappointing experiences with the fire alarm. I really understand how it can impact your stay and I would love to personally apologize.
I will look forward to welcoming you back soon. Please make sure to email me directly at email@example.com prior to your next visit so that I can make sure that everything is flawless and you are in a nice room on the lower floors.
Happy New Year to you and your family and thank you again for sharing your kind review!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.