We stayed at The Westin for a wedding and had nothing but trouble from beginning to end.
We had three rooms so that means they had three chances to do something right but to no avail. Two of the rooms had bathroom floors that were so dirty my cloth was literally dark grey after I cleaned them. The grout was so dark you couldn't tell that it should've been beige. One bathroom smelled like they either cleaned it with musty smelling water or an old rag. Shutting the door was so nauseating that we were forced to leave it open most of the time. Not pleasant. But the worst of the worst was the bathroom that I show in an attached photo that had brown urine dripping down it in about a 10" drip on the back of the toilet seat and that was when the room was supposedly cleaned and inspected for a check in.
I called the front desk and they sent up the Housekeeping Supervisor to the room with the urine on the toilet seat. He and I talked about the seat and the dirty floors and he called a cleaning crew up to reclean it. He asked if the other two rooms needed to be recleaned but I had already done it myself so I declined the offer. Remember that this is just at check in so this is Day 1.
Day 2 - After they had cleaned the rooms on this day, I returned to beds that all resembled the one in the other photo attached. Some looked worse than this with the bedskirts cockeyed, but all had the sheets hanging down in some fashion as shown here. In one room on the 10th floor, the drapes were coming off their rods so badly that 12" of the right side panel was puddled on the floor. As I went to pull them shut the heavier top curtain began to fall down completely. I called again for someone to come up and pointed out that something was deeply wrong with their housekeeping as exhibited by the urine, the musty smell in the bathroom, the disgusting grout, the messy beds and now this. They sent up a maintenance man who tried to fix the drape, but he said they "really needed to be sewn". Why the housekeeping ladies hadn't pointed that out to someone I do not understand. So try to picture the daily messy beds, the falling drapes, and add in the rest and you're getting the picture.
Day 3 - Rehearsal Dinner Day - so after a long night of events for us, we come back to the rooms at about 10:30 PM and none of our keys worked. We went down to get them rekeyed at which time the young lady at the desk was short and unpleasant to my daughter saying, "it doesn't matter, just give me your key", when my daughter asked what happened. Then my daughter went to her room to find it had not been cleaned at all!! There was no "do not disturb" left on a door, so there was no apparent excuse. I called downstairs and asked for the Manager on Duty. The girl connected me to their other hotel called The Horseshoe when she transferred me. I rattled off the entire story before the girl stopped me and said, "are you at the Westin?" I said Yes, and she explained that she was at The Horseshoe. I hung up, called down again and finally got through to a Manager on Duty AT MY HOTEL! She was very nice but told me that housekeeping had gone home for the night. What was the point of her saying that to me? Just fix the problem, don't tell me your problems. I ended up telling her that my husband would just run some clean towels from our room down to our daughter so she could shower for her 6 AM wakeup to get ready for the wedding that afternoon. Unbelievable!!
Day 3 - Wedding Day - I heard from the mother of the bride that their room had not been cleaned on Friday night. So ours was not an isolated incident, it had gone on in other rooms as well.
Valet parking was another nightmare. They would say the car would be up in 15 min or less but that never happened. We always waited after we went downstairs.
And the walls are paper thin. I was woken up at 2 AM one night and I thought the group was outside my door laughing and yelling. I went outside into the hall to find that they were 2 doors down on the opposite side of the hall but yet they were as loud to me as if they were outside in the hall. Oh, and I had earplugs in and still heard all that!!
Now I will tell you that they sent up champagne and chocolate covered cherries to all three of our rooms on Day 3. And while that was appreciated, it was far too little too late! I should have left the moment I saw the urine, but I thought I needed to stay with the wedding party to make things easier. Otherwise I would've been gone immediately.
My warning to others is to stay somewhere else. I had the pleasure of staying at the 21C Museum Hotel on my first night in Cincy and it was amazing. It is a bit more pricey, but please trust me that it is worth it! The Westin needs some serious revamping of their housekeeping staff and supervisors. Problems like this come from the top!!
Go to another hotel!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.