I make a trips to Westport once or twice a year. I always stay at the Chateau Westport because it's been the nicest place to stay in the area (In my opinion) for some time. Unfortunately, it's been on a bit of a downward slide over the past three years or so.
The Chateau has always had a dated look and feel. The building is old, the facilities are old, and most of the furniture and fixtures are old. Everything just feels a little tired...not fresh. The Chateau has many of the basics that you'd expect from a hotel these days, but it feels like they are done a little halfheartedly. For instance, I think they are the only, or one of the only, hotels with an indoor pool in Westport, which is GREAT for the weather that the area gets, and for guests who have children. I always see a LOT of families staying there when I am there. On my last few visits however, it really feels like the hotel is annoyed by these guests, instead of happy to serve them. I've been in line at the desk waiting to check in or out, listening to the staff argue with guests about the number of pool towels they can give out, or that a guest's children need to be out of the pool by 8pm (which seems a little excessive to me during the summer when the sun doesn't even set until something like 10pm).
Another thing I've noticed is that there have been a lot of signs posted around the facility relating to the hotel's policies and things like this. While I'm not a huge fan of seeing signs everywhere, I get it. But if you're going to put signs up, do them on something other than cheesy laminated, plain paper, and check for spelling and grammar errors! On a visit last year, I remember a table talker on the breakfast table advertising a "Martian Luther King" holiday special. There are typos literally everywhere in the guest messaging and signs. I'm no English professor, so I understand typos and mistakes like this, but I take the extra time to make sure I don't make these mistakes when I'm dealing with customers. Things like this just lead to a sense that the management isn't paying attention, or perhaps worse, isn't concerned about the details.
I know that these things sound very nit-picky, and many of the things I have noticed by themselves are not cause for alarm, really. But add them all together, and they start to impact the overall experience.
Then we get to the staff.
I started coming to Westport for business in 2009, and I stayed at the Chateau for the first time then. The staff was AMAZING. Warm, friendly, eager to help...so much more than I even expect from some of the nicer hotels I stay at when I travel. I decided to book rooms there every time I was in Westport because the staff was so awesome. The staff always made up for the shortcomings of the building and facilities. I used to see some of the dated details, but they NEVER used to bother me because I was made to feel like the staff were happy I was there. I never felt like I was a burden on anyone by asking a question, I even felt comfortable having short, random conversations with the people at the front desk about the weather, business, and things of this nature. The Chateau was always really busy, especially during those clam dig dates, and the staff always managed to make me feel like I was the only person in the lobby, when they had 20 other guests waiting, and the phones were ringing off-the-hook! There was a really tall, young-ish guy there, and two younger, maybe college-aged girls there that used to knock the cover off the ball with guests. They really knew how to take care of guests, and it really looked like they enjoyed their work!
My last few stays have unfortunately been the exact opposite of my initial stays. I'm not sure if there was a management change or an ownership change, but the staff has been quite rude to many guests, short, and not at all warm or accommodating. I stayed there just this last week, and while I was waiting in line to check out, the woman at the desk was arguing with a guest about a discount that she felt she was supposed to have received and didn't. The woman at the desk didn't resolve the issue, allowed the guest to leave angry, and then actually complained to ME about how "unreasonable" the guest was!! This would have absolutely shocked me if this would have happened back when I first started coming to the Chateau. I'm sad to say that it's just par for the course at the Chateau these days. I simply shrugged.
Here's the kicker...I've never really had any serious issue with any of my stays at the Chateau (aside from the random little hiccups that happen from time to time when you travel a lot). For me, I'm far less concerned about the decor of the rooms, the quality of the breakfast, or the view from the parking lot, than I am with the quality and friendliness of the staff. Make it seem like you are happy that I've chosen to stay at your hotel, and I will stay there for life. I understand how little impact an individual guest has on a business, but I will probably look for alternative for my next trip to Westport. If the ownership reads these reviews, I would respectfully recommend that they bring in some staff who are capable of treating guests like...guests. If they can do that, I think this would be a great place to stay again, but as it is now, I think they are heading in the wrong direction.
Although there isn't a "traditional" bed in the rooms that have a kitchenette, they ha...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.