I was quite disappointed when I checked in the Westin Tianjin last week. It surely has different standard as compared to other Westin I stayed before.
When I first checked in, they put me to some room on 13/F. I was surprised to find their "Heavenly Bed" was such a poor condition. Comforter cover was so torn that you can see strands of fabric sticking out on the surface. And then, the glass partition in the bathroom was full of water mark and "hand print". Yes, the "hand print" was next to a bathtub. It was quite unsettling. Also, one of their switching panel was so loose that you can see wire inside. The switching panel was in their bathroom. Some other minor issue, such as stain on sofa, ink marking on writing board, peeling wall paper... these should not be found in so called 5 stars Westin.
After I complained all the above to their management, they did put me up to their executive floor on 18/F. The room conditions were much better than the one on 13/F. But then, I wonder why they have different housekeeping standard in the hotel. My gut feeling tells me if customers do not complain, Westin Tianjin may just let it slide. It is just no good.
Also, they have an Italian restaurant in the hotel. If you expect having decent Italian food at that restaurant, you may also be disappointed. I ordered a risotto, and they gave me overcooked Chinese rice boiled in soup. And then, they charged me RMB100+ for it.
In these modern day, bad service can sink your ship. It is less likely I would be back to that hotel. What I can say is "Good Luck."
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 29, 2013
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Thank you for staying with us and we greatly appreciate your feedback.
First and foremost, please accept my apologies for the challenges with your room, as they have obviously given you a less than satisfactory impression of us.
Rest assured that this is Not our usual standard and I hope to see you again to be able to convey that The West in Tianjin is an international standard Experience.
I am addressing the challenges that you have experienced, with my team; as well I am glad that they upgraded you and took care of your needs upon your raising your concerns in the hotel.
Trust that the Risotto you were not satisfied with is being rectified, as I do enjoy a good risotto myself and I am disappointed also that we were not able to give you our usual Prego Dining Experience.
Your Prego Risotto is with my compliments, when next you are in Tianjin.
Also, we do have an ongoing maintenance program for our facilities, which is the standard for a hotel of our age, to ensure our guests have upgraded stay experiences.
Thank you again for your valuable feedback. I look forward to seeing you again at The Westin Tianjin.
Ugur Lee Kanbur
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.