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“Poor service - not worth the money” 2 of 5 stars
Review of The Westin Portland Harborview

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The Westin Portland Harborview
4.0 of 5 Hotel   |   157 High Street, Portland, ME 04101   |  
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Ranked #8 of 18 hotels in Portland
Burlington, Vermont
1 review
“Poor service - not worth the money”
2 of 5 stars Reviewed yesterday NEW

I stayed at the Portland Harborview last weekend for a special anniversary. The reservation was made via Booking.com. We specifically requested a king bed. Then when we arrived at our room, we found two double beds. We were unhappy with this, as this trip was for a romantic getaway. We called down to the desk, and asked to be moved to the room we had reserved. The person on the phone said they would call us back right away. Over half an hour later, no phone call. We finally went down to the desk, where they told us that our reservation from booking.com didn't guarantee us that specific room. The staff at the desk couldn't offer us anything more helpful than "you shouldn't use booking.com". Do they really want staff telling people not to use third party reservation sites? Then they promised to put a note in our file, and told us to check back later. When we checked out, two days later, the desk clerk told us that there was no note in our file.

I'm not exactly upset that we were given the wrong room (whether or not it is the policy of booking.com) and I can understand that they wouldn't be able to move us on 4th of July weekend. I was very upset that none of the staff seemed remotely interested in our problem, and didn't do anything to make it right. I have stayed in much less high-end hotels with much more accommodating and friendlier staff.

I emailed corporate about our issues. Apparently the Westin will price match, so if you must stay here and you find a cheaper deal on another website, they will refund the difference. However, the Westin website doesn't exactly advertise that, and when I emailed them they didn't seem to care that we had a bad time with the desk staff.

The hotel itself is pretty nice. The room decor was very nice, though the beds weren't super comfortable. The sheets are sort of scratchy. The location is OK. There are some cool restaurants nearby, and it's not a far walk from the Old Port, but there are a lot of hotels closer to the harbor. The area around the Westin also gets a little bit sketchy late at night.

Overall it was just a disappointing experience based on how much we paid. Other Westins I have stayed at were much nicer. I'll stay somewhere else in Portland if I go again.

Room Tip: Don't use a third party website if you want a specific room selection
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  • Stayed July 2014, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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87 people have reviewed this hotel

Traveler rating
    41
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    5
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (26)
Date | Rating
  • English first
  • Russian first
  • Any
English first
maryland
Contributor
12 reviews 12 reviews
5 hotel reviews
Reviews in 7 cities Reviews in 7 cities
20 helpful votes 20 helpful votes
5 of 5 stars Reviewed 2 days ago NEW

We recently stayed for 3 nights. Even before arrival, I was impressed with responsiveness of Ginny to my request for an early check in. On arrival at 1130 am, all 3 of our rooms were ready and she had even managed to have us in close proximity on the same floor. Ginny also made a point of introducing herself upon arrival. We were asking her to accomodate us and yet she made us feel so welcome from arrival.

An earlier review mentioned not close to good restaurants, but I would highly disagree. A good portion of the top 20 rated are a close walk to the Westin. We dined at Emilitsa, Green Elephant and Otto's and the furthest was a 3-minute walk (Boda is down the street as well). Although we only had breakfast at C2 (another top 20 and in the hotel), it was well worth the cost for a nice breakfast- we will try dinner next time. Top of the East is a perfect place to start or end the evening; one of our group said she would return to this hotel just for the lounge.

The Portland Museum of Art is right here as well as Longfellow's house. The only hiccup to the stay was that they only had one shuttle working to bring people to/from airport and harbor. It is an uphill walk from the harbor, so it will be perfect when they've restored that service to one that is more reliable. However, the few times needed we were able to take cabs for under $5 from the harbor and the younger memebers of our group enjoyed the walk.

Long review, but after staying down at the Hampton a few years back and now here at the Westin, I would return to the Westin. The Top of the East coupled with wonderful service and dining choices that are less touristy and more "foodie" make it a perfect fit for us. I also enjoyed morning walks around the West side of town looking at the majestic homes.

Stayed July 2014, traveled with family
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington, D.C.
Top Contributor
50 reviews 50 reviews
15 hotel reviews
Reviews in 21 cities Reviews in 21 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed 1 week ago

Although our room had some air conditioner issues, it was newly renovated and furnished in a modern style. The beds and bath towels were "heavenly," and the staff was very attentive. The roof top bar on the 15th floor provided a nice sunset view and is the only rooftop bar in Portland. The hotel is about a 15 minute walk, however, to the port and wharf district.

  • Stayed July 2014, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ginny P, Manager at The Westin Portland Harborview, responded to this review, 2 days ago
Dear Valued Guest,

Thank you for taking the time to write a review on our tripadvisor page! It is great to see that you enjoyed your time while on property. I am glad to see you went up to experience the Top of the East! A perfect place to take in the view of Portland as you noted. Thank you for your kind words in regards to the staff. They truly aim to go above and beyond with all of our guests'. It is great to see you enjoyed the Westin heavenly beds/bath amenities, too!

We hope to see you again! Thank you for staying with us!

Best,
Ginny
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
3 of 5 stars Reviewed 1 week ago

There are two main problem areas: 1) Parking/Shuttle and 2) Beds and Housekeeping. It takes 20 minutes to get your car out of valet. Mainly bc the garage they use is probably a mile away yet there's one right next door. They use one of their courtesy vans/shuttles to drive the valet attendants to and from the garage back to the hotel. Also they are incredibly unorganized out front and the staff is flustered. Not a good way to set the stage for the hotel. As for the hotel rooms the beds really don't feel like heavenly beds at all. Also double beds? Many hotels are putting two queens in new properties. They should have done the same here. Also we had to ask for our room to be cleaned after going out for the day and coming back to a room that had not been attended to by 4 PM. For a devoted Starwood member, I frequent a lot of Westin's and this place is not worth the money and is closer to a Sheraton if you ask me. They've got a lot of work to do here.

  • Stayed July 2014
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ginny P, Manager at The Westin Portland Harborview, responded to this review, 2 days ago
Dear Valued Guest,

Thank you for your feedback in regards to your recent stay at the Westin Portland Harborview. I sincerely apologize in regards to the issues you encountered during your stay with us. In regards to your comments concerning the valet/shuttle staff, your feedback has been passed directly to the manager. We are sorry to hear that you did not receive proper service from them during your stay and he will be sharing your comments with his team directly to correct these issues moving forward.

I apologize that we only offer double beds instead of queens. Many of our rooms are smaller based on the configuration of the overall building. Thus, during the renovation it was decided that double beds would be the best fit for the guest rooms overall. I am so sorry that housekeeping had not serviced your room upon your return at 4pm. Our housekeeping staff completes daily services and check out rooms until 5pm. I will bring up your concern with our housekeeping manager to address services sooner in the day.

We truly appreciate your loyalty to Starwood and choosing to stay with us on your trip to Portland. I hope you consider giving us another try in the future. Please reach out to the property directly with any other comments or concerns.

Best,
Ginny
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
nyc
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed 1 week ago

Very nice property, nice modern decor and ambiance. Very clean and amazing service from the staff. The only cons : no big windows in most of the rooms so better to request a high floor for more light. Otherwise everything was perfect.

  • Stayed July 2014
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ginny P, Manager at The Westin Portland Harborview, responded to this review, 2 days ago
Dear Valued Guest,

Thank you for your review on our tripadvisor page! It is great to see that you enjoyed your stay with us. Next time you book, if you are looking for a room with large windows, our rooms located in the tower section of the property have floor to ceiling windows! They offer some exceptional views and plenty of light. Definitely ask about those rooms next time you book!

Hope to see you again!
Best,
Ginny
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
california
Senior Reviewer
9 reviews 9 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed 1 week ago

We experienced an initial hiccup as the airport shuttle was not in service our first night, but Barbara at the front desk made things a whole lot better when she upgraded us to a harborview room. Doug the shuttle driver got us safely back. He also gave us very helpful tips on what to see in the area. There are plenty of great restaurants nearby - we especially enjoyed the hobo hash brown at Marcy's and the delicious Thai food @ the Green Elephant. One drawback is if you want to be very close to the port, there are other hotels much closer. The parking is also quite expensive - there might be cheaper alternatives in the area. Top of the East was ok. It's worth a peek if you're staying here.

Stayed June 2014
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Reviewer
9 reviews 9 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 of 5 stars Reviewed 1 week ago

Room was fantastic. Parking though is an extra $24. Location not really at the old port and not ideal for easy walk to shops and best restaurants.
Would recommend staying right down on or 1 street over from Commercial street.

  • Stayed July 2014
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about The Westin Portland Harborview

Address: 157 High Street, Portland, ME 04101
Phone Number:
Location: United States > Maine > Portland
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Room Service Shuttle Bus service Spa Wheelchair access Airport Transportation
Hotel Style:
Ranked #8 of 18 hotels in Portland
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — The Westin Portland Harborview 4*
Reservation Options:
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Also Known As:
The Westin Portland Harborview Maine

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