Las Vegas is known for a lot of things; fakery, in whatever context, high amongst the adjectives used to describe the town. That adjective also happens to perfectly describe this hotel. First impression – and second, third and fourth impression – were overwhelmingly negative with deceitful hotel management with an extremely poor sense of guest relations consistently making a bad situation worse. Quite how Tony is qualified to ‘manage’ this hotel is beyond this reviewer. Bottom line? Avoid. Don’t let the location fool you: it is the rooms themselves you stay in and the four – yes four – rooms this reviewer saw were WELL below usual ‘Westin’ standards. Spend your hotel dollars elsewhere.
Mrs Eyes Wide Open and this reviewer decided to book here based on the usually stellar reputation of Starwood’ ‘Westin’ brand thinking ‘it’s a Westin.. What could go wrong?” A lot as it turned out. And based on their action(s), time and again, management did not seem to care.
Well run, efficient hotels worldwide – and in fairness, Westin’s are generally well run - know their ‘bad’ rooms. By that term I encompass everything from broken fixtures to a leaky shower to moldy tiles in the bathroom. Well run, efficient hotels also work to repair these things. This Westin however decided that covering up myriad problem(s) was a more effective strategy, though forgot that guest outcomes may well be affected by taking the cheap option. Multiple times.
Further, unlike most reviews written on Tripadvisor that review ONE room, we were unfortunate enough to see four. Why? Incompetence and just plain bad hotel guest service. This review takes FOUR rooms into account. And when I say they uniformly failed to meet what most stereotype as ‘Westin’ standards – whatever that conjures up in your mind – this reviewer saw a large body of evidence.
Rooms themselves? First impression of three of the four rooms seen was an overwhelmingly – in the literal sense - powerful pou purri smell: think cheap candle from a 99c store stench. It was truly gag worthy. When that finally disappaited, it was replaced with a musty, moldy, mildewy smell powerfully radiating from the bathroom. A closer inspection found that the bathroom tiles had various stages/levels of mold/mildew seemingly BEHIND them. The shower was clean, but the smell was literally IN the tiles. The hotel couldn’t be that silly and use the over-powering pou purri aroma to mask the smell could they? Well, yes actually… The smart thing would be to remove said tiles, bleach and re-tile. Nope, this hotel decided to use 99c Store air freshener. We decided breathing in mold/mildew was not good for one’s health and decided to seek a new room. For perspective I have written 35 reviews and NEVER asked to be change rooms. Well run hotels, after receiving this complaint, would normally try to be very accommodating… Well, no….. Nothing. Just the offer of another room.
Mrs Eyes Wide Open and this reviewer were bracing for pou purri when we unlocked the door to Room 2 and were happy to report no overpowering scent. So far so good. The air conditioning unit in room however was bizarrely set to 61 degrees (yes, 61 you read that right) which is far too cold/inefficient/expensive for the hotel so we turned that off. And the noise that replaced the in room A/C was the noise of an idling jet engine that was/is the hotel tower’s air conditioning unit going full throttle conveniently placed outside our room window on 3rd floor. This reviewer likes to sleep in ‘normal temperatures’ like 70~72 and can do without an idling jet engine outside the window so decided to – again – seek a new room. By now, 45 minutes in, we speak to ‘Tony’, the apparent manager on duty, who decided to blame previous hotel guests for setting the in-room A/C to 61… No mate. Try again… He then blamed house keeping…. No mate. Try again. This reviewer was not born yesterday and quite frankly, did not appreciate his efforts to palm off blatant efforts to cover up room deficiencies on previous guests or house-keeping. It does illustrate however, how this hotel operates: blame someone else.
Remember my comment above about hotels knowing their ‘bad’ rooms? Here, well run, efficient hotels really spring into action and help guests out. Two bad rooms tend to normally set a bad tone. Hotels that are well run tend to pull out all stops! Here? …….. No. No apology from Tony, just a shallow denial against my accusations of cheap cover ups - an offer an another room…
Room 3 and the door opens…. To that lovely, overwhelming ‘scent’ of pou purri. Yes folks, the highly intelligent people that manage this hotel decided to move us to another room with mold/mildew seeping from the bathroom tiles. To be fair, if the odor from the first room was an 11/10, this one was a mere 5/10.
We gave up.
And you should too. Mrs Eyes Wide Open and this reviewer just dealt with it. We were tired of their games, lies and downright deceit. The process had by now taken well over an hour. You don’t need to settle for this and would urge you to stay elsewhere. Lastly, the cab driver(s) in Las Vegas are in general a knowledgeable lot. When even they say ‘You picked a bad place’ you know your reputation is sealed….
Oh: What about Room 4? Well, this reviewer stopped in when the previous occupying guest had checked out and smellt the bathroom tiles. Mold/mildew. And housekeeping was just readying the pou purri…
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.