First le me say that I am a loyal SPG member as is my girlfriend who is a Platinum member. We just finished our stay at the Westin Vendome and it was disappointing to say the least. As usual, you would expect the service to be a bit off, it is Paris after all. But on our arrival we approach the hotel (which is in a fantastic location) and with our bags of luggage the doormen could not be bothered to ask us if we need help or bother to open the doors for us, they were too busy smoking. We make our way into the lobby, where we are brought over to the SPG gold/platinum desks for checkin. We sit and are told that there are no upgrades available. That is fine and we totally understand as Paris is a busy city. We go to our rooms and unfortunately, it was not good. It was stuffy, smelled like cigarettes, and was very tight on space. We specifically booked a room with a view also, but were given a courtyard room. Basically looking at a wall. We called down to the platinum desk to see what they could do. We were told that because we booked with points there were no rooms available. But, if we wanted to pay for the room with cash, they could work something out for us. We were then essentially scolded for the fact that we use points saying that we cheated the system and there were more important paying customers in those rooms. This to me was beyond unacceptable, especially given that the reason we have points is from staying at so many SPG hotels to begin with. A lot of them and usually Luxury collection or St. Regis.
So we dismissed it and decided to tough it out. The rest of the stay was pretty bad, the rooms were either really stuffy and humid, or you could turn on the AC and they become extremely dry and cold. Dry as in your skin will start peeling after a few days. The doors to the hallway are extremely thin, so we were woken up every night from people laughing or talking at 1, 2, 3 am... The drapes do not block the light so no way you will sleep in either.
Our overall experience would have been made a lot better if the service could have been on par with what you would expect when paying these sort of prices. We also tried to have our boarding passes printed for us and an hour and a half later with trying to show the front desk (3 of them) how to print from an email it was a lost cause.
I am actually writing this review from the St. Regis in Florence now, where our experience has been nothing short of Amazing. Glad to be out of the Paris Westin and into a hotel that is vacation worthy. Needless to say, when we do return to Paris, we will not be returning to the Westin.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for taking the time to write your comment on your recent stay with us.
I am sorry to read your disappointment with our overall level of service and I am very concerned about your comment on the SPG treatment you received when asking for a room move.
I sincerely would like to apologize for the lack of service you feel you received. Please be assured that this is certainly not indicative of our usual high standards of operations and I have personally passed your comments to all department heads and associates involved in order to rectify the issues that you have raised.
I very much appreciate reading your comments, as it is only by receiving such information from valued Guests, such as yourself, that we are better able to see where we stand in certain areas and what improvements we can make to further satisfy any requirements that you may have. Our goal here at The Westin Paris-Vendôme is that our guests feel as comfortable as possible, and in your case we failed.
I remain at your entire disposal if you wish to discuss your experience with me and I would appreciate if you have time to provide us your contact details at the following email address firstname.lastname@example.org so that I can personally get in touch with you.
With my Best Regards,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.