Pros: the location, platinum recognition, and the physical hotel itself.
I've stayed here before, and returned due to its great location (close access to hi way, short drive to Beverly Hills and Santa Monica). The ambience in the hotel is nice, and its a bit hidden in a nice, quiet residential neighborhood.
W Westwood had also confirmed a suite for me before my arrival, which was much appreciated.
The room service dinner was good for room service standards, and arrived quickly, and was still hot, which is a nice treat for room service.
Cons: front door staff and surly front desk staff.
After I parked my car in the front, the friendly valet took my keys and gave me my ticket. There are at least 12 steps to climb in order to get from the sidewalk to the front door. No one offered to help with my luggage. Luckily, it was a 2 day trip, and I only had a rollaway. There was 1 person at the check in desk, and no line, which, after flying for 6 hours, and a 5 hour meeting right after landing in LA, was a relief for me, as I couldn't wait to rest in my room.
As I approached the lone front desk attendant, she did not look up or say anything. So I smiled and said hello. I received a return hello, but no smile. Odd, but I let it slide. While checking me in, she did not offer me the "green service" , which I knew this Starwood property had, so I had to inquire about it myself, and she confirmed it was available. All right, not a big deal.
However, after I was handed my room keys, I asked about a package that I was expecting. She said nothing was written in the system, so therefore nothing had arrived. I responded that I had tracked the package and had confirmation of its arrival. Her response was shockingly flippant: "whenever a package arrives for a guest, there is a note put in the system, and since there is no note in your reservation, your package did not arrive." I then asked her to please at least check in the back to see if my package was there. I was quite shocked that she didn't offer to do this herself. Well, lo and behold, she comes back out in 2 minutes with my package and hands it to me, but with no smile and no apology.
And of course they certainly remembered my package when it came time to settle the bill, and I saw there was a $5.00 handling charge for the package.
I checked out 2 days later at 5:30 a.m., and it was still dark out. Again, no doorman, no help with the bags down the flight of front steps. This time I nearly tripped as there was moisture on the ground after a cold night, and because it was so dark, with only dim mood lights for illumination. Luckily, I was being careful, and caught my misstep, and I wasn't wearing heels at this self service hotel.
A good choice to stay in LA for its location, neighborhood, and ambience, as long as you are self sufficient, and don't expect much service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hello, and thank you for writing a review of your recent stay with us in Westwood. Providing amazing experiences is one of the cornerstones of any W stay, and I wish I could have read about a better experience.
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I would love the chance to speak with you about your visit, and invite you to contact me directly at GMJames.Gancos@whotels.com. I am looking forward to it!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.