I recently stayed at the BWI Westin for a business trip and like the Hotel itself and the rooms. The hotel is in the middle of nowhere, but that is neither here nor there. I arrived at night from business in DC to spend two days at this hotel. The Lobby is nice and well kept. The front desk service is classic Westin: Friendly, Welcoming, and Attentive. I was given my room key and went upstairs to unpack. No surprises here. The room was clean and the bed was "heavenly."
The onsite restaurant called "Luminous" on the other hand, was the complete opposite. The first night I arrived I waited to be seated and no one came to help. I asked the Bartender about it and she gave me attitude like I was bothering her by asking her for assistance. When I finally did get a table, my waitress walked away to get the drink menu, and didn't come back for several minutes. She just started waiting on her other tables and left me sitting there. Needless to say after a few minutes I got up and took a cab to the Marriott up the street to have dinner and drinks instead.
The breakfast the next morning was more of the same. I stood in line to have an omelet and the cook had a few going so I patiently waited my turn. While I was standing there a few other people came, and although I was already standing there, he took there order instead. This is a big deal when the omelets take about 5 minutes each and you have appointments to get to. When I told him to make sure that I was next and not to take anyone ELSE before me, he just smiled and kept doing his cooking. I again told him to make sure I was next and he basically ignored me this time as well. When I finally heard him speak to SOMEONE ELSE, I realized that he barely spoke English, which is still no excuse for lack of common courtesy. After I finally received and ate my breakfast, I wished I hadn't. The omelet was extremely greasy and all the pastries they put out were bland and stale. I try to always stay at Starwood properties and this breakfast buffet definitely fell VERY short of their usually high standards. I did not make the mistake of trying to have dinner there again that night, and the next day I went to a nearby Starbucks for breakfast.
If you have to stay in this part of MD for business, then I would recommend this hotel. Just get your food somewhere else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for choosing to stay at the Westin Baltimore Washington Airport – BWI. It is refreshing to hear you comment on the hotel and that everything is what you expected. We apologize for not meeting your expectations during your recent dining experience at Luminous Restaurant. The Westin values the honest and open feedback of valued customers like you to help us to detect potential problems and take any necessary actions to correct them quickly. The employees should have been focused on servicing you and your dining experience should have been professional, friendly and timely, everything you would expect from a Westin Hotel. There is no excuse for you not have received the proper service that you have come to enjoy and expect from the Westin BWI. I want to assure you that this experience is not indicative of the level of service we regularly deliver here and that we are taking every action to ensure that this situation does not repeat. It is our hope that you will give us future opportunities to provide the level of service you expect and deserve from a Westin.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.