We were at the Westin Gaslamp for a conference and work shop I attend every year through my employment. Our group hasn't always selected good locations or properties, so each year is a wait and see experience.
Last year we stayed at a Westin in Denver. It was above average, so I was hoping for at least the same this year.
The Westin Gaslamp is well appointed and conveniently located to dining and shopping. The rooms are clean and comfortable, and the meeting space more than adequate.
What stood out was the service. Everyone was very attentive and proactive to assist. From the parking valets to the bellmaen to the front desk to the housekeeping staff. I will single out in particular Paul, a bellman, who gave me his card when he brought up our bags and asked us to call on him if we needed any assistance. In fact we did get helpful information from him several times during our stay.
I have noticed in recent years that the larger hotel chains - such as Westin, Hyatt, Klimpton, Omni, and Ritz Carlton - appear to be working hard at customer service. Apparently they realize that a clean and comfortable room is a baseline, a given, for any satisfactory experience, and customer service is what will make the difference between an average and outstanding stay. And, at times, prompt and effective customer service can overcome shortcomings.