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“Very nice hotel, but hard to overlook my bad experience with the staff.” 4 of 5 stars
Review of The Westin Washington Dulles Airport

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The Westin Washington Dulles Airport
4.0 of 5 Hotel   |   2520 Wasser Terrace, Herndon, VA 20171   |  
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Breakfast for 2 Included
Ranked #12 of 20 Hotels in Herndon
GreenLeadersSilver level
Richmond, VA
Top Contributor
82 reviews 82 reviews
25 hotel reviews
Reviews in 37 cities Reviews in 37 cities
53 helpful votes 53 helpful votes
“Very nice hotel, but hard to overlook my bad experience with the staff.”
4 of 5 stars Reviewed September 5, 2012

The hotel itself is very nice. It's clean and modern, and the rooms are comfortable and quiet. It's even in a nice location -- next to a beautifully landscaped pond area. There are sidewalks around the lake and through the nearby condos and office buildings, if you like having a place to walk. You would not know it's right next to the highway and airport, because you don't hear the cars or airplanes. The weekend rates are fantastic, and the breakfast buffet was excellent (although expensive). I didn't use the workout room or pool, but both looked wonderful. The workout room is much larger than the usual hotel workout room, with multiple treadmills, weight machines, free weights, balance balls, yoga mats, etc.

But our stay started out badly, and that left me with a less-than-positive feeling about the place. Our plans for our dog fell through at the last minute, so we had to find a hotel that allowed dogs which was convenient to our concert venue. Before making the reservation, my husband called and asked about their dog policy and if there was a weight limit. When he asked whether there was a weight limit, the person he spoke to said "I don't know - 70 or 65 pounds." Our dog is 65 pounds, so we went ahead and made the reservation. He indicated on the reservation that we were traveling with our dog.

When checking in, I told the guy at the desk we had a dog. He said there was a 50 pound weight limit and a 3-page waiver to sign. I explained that our dog is 65 pounds but we were told over the phone that the weight limit was 65-70 lbs and we made the reservation there BECAUSE they allowed dogs. He said he would ask for an exception and he went to the back room for a very long time. The other guy at the desk said they had a lot of new people and they didn't all know the policies. After waiting for quite some time, the first desk guy came out and said he got approval for an exception to the weight limit. But by this time I was already pretty stressed about it and ready to demand that they honor what we were told over the phone. They weren't at all apologetic for the inconvenience or the wait.

I did not feel that my dog was welcome or that my business was valued, even though I am a "Starwood Preferred Guest".

That said, the weekend rates are a great deal for a very nice hotel. Our room rate was less than half what we had planned to pay for a hotel closer to Jiffy Lube Pavilion -- and it was a much nicer hotel.

If you are traveling with a less-than-50-pound dog, it's a good place to stay because there are plenty of sidewalk areas to walk your dog.

  • Stayed September 2012, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Linda T, General Manager at The Westin Washington Dulles Airport, responded to this review, September 7, 2012
Dear Labnut,

I appreciate your kind words about the hotel facilities and surrounding area. We take pride in our relatively new 2.5 year old hotel next to a beautiful pond.
Your experience at check-in definitely concerns me to which I have already addressed with my staff. It is true that all Westins have a policy of not allowing dogs heavier than 40 pounds, dogs heavier than that are at the GM's discretion.
Therefore, I have informed my Front Desk and Service Express Team that we will NEVER turn away anyone in our lobby with a dog. Additionally, they have been told to not even hesitate to allow any and all dogs, no matter the size or weight.
I truly apologize for the less than welcoming experience you had at the Front Desk. I hope that you will give us another try and I hope that you will bring your dog the next time as well. We even have dog beds and dog bowls available upon request. Feel free to reach out to me if you wish to stay here again so that I can do something special for you the next time.
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427 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (83)
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English first
Toronto, Canada
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed September 4, 2012

Booked this hotel through hotwire at a really good price. I was not sure what to expect when I got there because of the mixed reviews here but I ended up having a really great experience. The hotel was a bit hard to get to although you can see the building from the highway. The lobby was very modern and nicely set up and the staff were all very pleasant. The room we stayed in was very clean and well maintained and my kids enjoyed our view of the pond and the fountain. We had issues with the bathroom but they were able to fix it quickly. The beds were very comfortable and we enjoyed the free starbucks coffee in the room. We were able to use the pool and appreciated that there was a lifeguard on duty (I rarely see this in hotels I've stayed in). We also used the business center and had no problems. Overall, we loved our stay and would definitely stay here again.

  • Stayed August 2012, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
Linda T, General Manager at The Westin Washington Dulles Airport, responded to this review, September 7, 2012
Dear djeriz,

It is great to hear that loved your stay so much. I understand that our hotel is a bit hard to find but if you call the hotel at 703-793-3366 our Service Express agents will be more than happy to give you detailed directions. I'm glad you were able to take advantage of our many great amenities and facilities as well. Please feel free to contact me if you have any requests to make your next stay even more enjoyable.
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Wales
Senior Contributor
21 reviews 21 reviews
6 hotel reviews
Reviews in 16 cities Reviews in 16 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed September 4, 2012

I stayed at The Westin Washington Dulles before flying back to the UK. It is in an excellent location with my restaurants nearby if you do not want to eat in the Hotel. The hotel itself was excellent, staff friendly and amenities first class. There is a swimming pool and spa for your enjoyment, an excellent bar and restaurant. Our room was spacious with excellent facilities. A superior hotel in my estimation.

  • Stayed August 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chesterfield, Michigan
Senior Contributor
24 reviews 24 reviews
8 hotel reviews
Reviews in 14 cities Reviews in 14 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed August 27, 2012

We stayed at the Westin Dulles Hotel as a stay over to go back home to Michigan from Myrtle Beach. We got a wonderful deal with Hotwire.com. We were blown away with how beautiful the hotel was - and how clean the facility was. We found that it was very luxurious with a beautiful bedroom, furnishings and bathroom. The towels were so soft as was the beds. We were pampered the entire evening. The bar downstairs was hopping with people. The staff was friendly and the pool was amazing. What a wonderful way to spend a night - I would definitely recommend to stay at this hotel again!

  • Stayed August 2012, traveled with family
    • 5 of 5 stars Value
    • 5 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Linda T, General Manager at The Westin Washington Dulles Airport, responded to this review, September 4, 2012
Dear Cathy S,

We take pride in the excellent value we offer and I'm happy to hear you were able to take advantage of that. Thank you for your positive feedback regarding our clean facilities, our housekeeping team works hard every day to keep our 2 year old hotel looking spotless and still brand new.
Thank you for your comments. Your kind words truly motivate our staff to go above and beyond for each and every guest.
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London, United Kingdom
Contributor
11 reviews 11 reviews
11 hotel reviews
Reviews in 11 cities Reviews in 11 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed August 27, 2012

Stayed at Westin for 5 days in JAugust 2012. Had a very pleasant stay. Lovely room, bathroom. Very clean. Close to the airport and nearbly shopping strip. The only downside there is no clubroom and walls are thin, could hear my neighbour coughing, watching tv etc. Overall, a very nice stay.

  • Stayed August 2012, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington
Senior Contributor
29 reviews 29 reviews
26 hotel reviews
Reviews in 27 cities Reviews in 27 cities
28 helpful votes 28 helpful votes
4 of 5 stars Reviewed August 27, 2012 via mobile

A very nice airport hotel. Super clean, great bed and linens. Staff, to a person, were especially friendly, kind and helpful.
Two disappointments: no drinks and snacks in the room, despite a price list; and the restaurant is currently closed on Saturday and Sunday nights so meals are served in the bar. I found the menu a bit odd - not a salad to be seen - but the food was actually very good.
It was a treat to find very fresh fruit available for breakfast. I'd stay there again, for sure.







Stayed August 2012, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boca Raton, Florida
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed August 24, 2012

I enjoyed my short stay at the Westin Dulles. The front desk clerk was friendly. Loved the bed and bathroom. It is very close to the airport. The only bad thing was that the shuttle driver did not help me pick up my luggage and just watched me struggle with it. The hotel was very clean and in a nice area.

  • Stayed August 2012, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 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 Washington Dulles Airport

Address: 2520 Wasser Terrace, Herndon, VA 20171
Phone Number:
Location: United States > Virginia > Fairfax County > Herndon
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Green Hotel in Herndon
#9 Romantic Hotel in Herndon
#9 Family Hotel in Herndon
#12 Business Hotel in Herndon
Price Range (Based on Average Rates): $
Hotel Class:4 star — The Westin Washington Dulles Airport 4*
Number of rooms: 314
Official Description (provided by the hotel):
Enjoy the comfort of Westin, only minutes from Dulles Airport. In addition to a convenient location and comfortable hotel rooms, our hotel provides amazing meeting and event space. ... more   less 
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Also Known As:
The Westin Washington Dulles Airport Hotel Herndon

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