I stayed at this property on a one-night layover enroute from Hawaii to DC. After reading the reviews before my trip, I was very tempted to change my reservation. But it's a Westin, I thought, can it really be that bad? Oh, but it was. First of all, I waited about 15 minutes at the hotel shuttle stop before calling. The desk clerk who answered was very hard to understand, but seemed to say the shuttle should be there any minute. I waited yet another 15 minutes, watching other hotels' shuttles pass 2 or 3 times each. Finally the shuttle appeared, but it was packed (no wonder, given how infrequently it seems to circulate) and the driver was uniquely unhelpful. People were left to struggle with their own luggage as best they could.
We got to the property, only to find a long line to check in and only 2 staff on duty. Suddenly another one appeared, but he was only there to help the airline crew members (all of whom were behind me in line but were served first - hey, I was tired too!). After about a 10-minute wait, I got my room key and headed off through the dimly lit lobby, past the restaurant (closed and under renovation) to try to find the elevators.
Getting off on the 7th floor, I was immediately creeped out. The corridor was even more dimly lit than the lobby, but the battered and grim appearance of the walls and room doors was evident. I actually felt it was unsafe up there so I hurried to my room. What a depressing aspect it presented: a thick layer of dust on the dresser/TV stand, scuffed walls, deep gouges in the wooden headboard, stained chair and ottoman, moldy grout and dirty walls in the tub. And then I noticed the distinctly annoying sound of water trickling somewhere. It was the toilet, obviously with a serious internal leak. This was the first time in many a year that I actually thought about going back to the lobby and requesting a different hotel room, but frankly I was afraid to brave the dark and empty corridors again!
Maybe it says more about me than the toilet, but my solution was to fix it myself. After jiggling the handle had no effect, I lifted the lid and despite the horrifying spectacle revealed plunged my hand into the water, readjusted the flapper, and stopped the leak. I wouldn't expect to have to deal with this at a two-star property, let alone a Westin. If I hadn't been so exhausted (by now it was nearly 10 PM) I would have left. On the positive side, the bed was comfortable and the overpriced room service chicken sandwich and fries were delivered promptly and eaten after I thoroughly disinfected my hands. (By the way, be careful - the hot water heater seems to be set at or beyond the boiling point!)
Because the restaurant was closed, breakfast was being served in the ballroom. I decided not to try it, as by that point I had given the hotel of my money more than it deserved, so I just checked out. The clerk on duty didn't ask how my stay was, and I suppose that's good, as describing all the problems might have made me miss my flight. Except for the night shuttle driver, the staff were all pleasant and professional, and I feel kind of sorry that they have to work in this dump. I love Westins and Starwood properties in general, but this one is unworthy of the brand and in desperate need of renovation or at least a thorough cleaning!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.