Just completed my stay a few days ago. I was there for the world baseball classic with my son. This hotel gets high marks for cleanliness, ambiance, spaciousness and the quality of its staff. However, the hotel is lacking on services to elite members, and the destination fee is frankly absurd. There is nothing at this hotel that merits charging a $25 destination fee. It’s not appropriate in my opinion. While comes with a $25 food and beverage credit— the only benefit that is arguably of value in my opinion—using that credit is just another way to tease out extra money because it’s difficult to only spend $25 at the hotel restaurant. If the hotel needs to make an extra buck, it should raise its rates rather than making up pointless fees. I think it does more harm to good will than any monetary benefit it provides. Particularly when you’re a business hotel and you don’t have any resort type amenities to speak of. I am a lifetime platinum elite member. I booked a room with two beds. My son is 14 and we’re past the point of comfortably sleeping in the same bed together. My flight was delayed and I knew we would be late, so I called the hotel ahead to let it know we’d be there and to hold my room. The hotel thanked me and confirmed it would. However, upon arrival, the only room left was a king disability room. They didn’t even tell that us at check-in and obviously that wasn’t what we purchased. We only found out when we walked into the room at 2 AM. I understand things happen and this is not an exact science, but as an elite member, I’ve been loyal to the brand and do expect they will give me the room I booked, particularly when I told the hotel we would be late and confirmed I had a room. Because there were no options available I asked the hotel to at least comp the (pointless) $25 destination fee. It agreed. I thought I was being pretty reasonable. They gave me the wrong room, but at least I wouldn’t pay the lame destination fee. I assumed that meant they would waive the fee for both nights but I think they may have only waved it for one. It’s hard to tell because they never sent me a folio, which was another oddity, because I always get those automatically sent through email. I had also picked this place because it had a club level lounge. For those who aren’t aware being a platinum member guess you guaranteed access. It’s a huge benefit, particularly when you’re traveling with kids. Otherwise, I probably would’ve stayed somewhere else that didn’t have the destination fee. Access to that is, in my opinion, one of the more important platinum benefits. In my experience, most, if not virtually all lounges, serve hors d’oeuvres and desserts on weekdays. Not this one. Just breakfast (and some basic snacks like chips throughout the day). On one of the two days, it was closed for breakfast. Since it was closed, they gave us a $40 voucher for the restaurant. We did enjoy eating at the restaurant, but it ended up costing us $65 or so to get what we wanted. I wasn’t given an explanation of why the lounge was closed, but I assume it’s either due to lack of staffing or lack of demand. The hotel did honor a 4 PM late check out, which is another big benefit of being a platinum member. So they get points for that. Also, everybody I dealt with was incredibly polite and friendly, albeit a little bit unknowledgeable about some things. There was one point where I requested a bottle opener, and was told there was no one available to deliver because of a shift change or something like that. I also had a robe brought up to the room, but it was missing the tie. So there’s definitely some room for improvement. Am I high maintenance? Probably. But when we go out of town on a trip we want to be catered to. That’s part of the fun of going out of town. Would I stay here again? For sure if they improve the club lounge and dump the destination fee. Otherwise I will look at other options first.…
The Westin in Downtown Phoenix has the best service aI have ever experienced. The rooms are exceptionally comfortable and well kept. The dining area has excellent food and the serving staff are fantastic. All the staff work hard to provide you with the most pleasant stay. Debbie in particular stands out as an exceptional Host. If you have breakfast at the Westin - you will meet Debbie - and you will be glad you did! Thank you Westin for the most Wonderful stay.
Had a pleasant stay until my last day. We were enjoying the pool as it was sunny and 75. A man came around and told us the pool would be closing at 4 that day (normally 10). Ok. Disappointing, but whatever. At 3:30, a lady working says to that same man…..”Do you want me to announce the pool is closed? My client paid thousands for this space and I don’t want them to see hotel guests here.” I could not believe she was rude enough to say that in front of guests who spent hundreds on hotel rooms and were enjoying the pool area that afternoon. That left a really bad taste in my mouth after an enjoyable stay.
$650 room called before to make sure there was a pool. Got there and checked in, called to get instructions to the pool, went down couldn’t get in. Went back to desk twice, then had security come to let us in, still couldn’t get in. Went back to desk, same guy then tells us pool has been closed for 2 days. Talked to front desk and manager, said they would give us $50, not about the money about having a pool. Basically told us we could leave if we didn’t like it. Not what we were expecting, horrible customer service and simply not nice to deal with. Lots of choices in Phoenix, this would not be someplace I would come back to.
It’s a standard business hotel. Don’t expect thrills and frills. Service was great but the hotel was just mediocre. I was moved me to different rooms because the door wouldn’t open. Amenities were bare and basic. Overall clean and spacious room.
The hotel is nicely decorated, and the rooms are big. However, like a lot of Bonvoy properties, they oversell and underdeliver. We booked a club access room and found out the club was closed both days we were there. Although we have gold Bonvoy status, we didn't get a room upgrade. And, the "lapis" pool has a beautiful photo on the website, but don't be deceived. It is tiny and in an odd location. Be more honest Bonvoy, it would really help.
My wife and I stayed a night here during her birthday. The hotel is very nice and the room was larger than most other hotel rooms I've stated in, with all of the modern amenities, fixtures, decor, etc. We stayed on the 14th floor and had a view directly West. Unfortunately, our view consisted of a large construction site, which made for some noise bright and early the next Saturday morning. Overall, we enjoyed the stay, as it was centrally located and easy to walk almost anywhere. The ladies at the front desk were very pleasant and welcoming. All other hotel staff we interacted with were also immediately helpful and ensured we had everything we needed. If staying in Downtown Phoenix, I will most likely stay here again.
To put it in as few words as possible: poor in almost all regards, but notably not the booking price. Poor service, poor amenities, poor room maintenance, poor room cleaning, poor parking options, etc. For the unreasonable price that is charged, the service, amenities, cleanliness, and overall maintenance of the room were far far below comparable options in the area. The bed sheets were dirty, curtains were missing or not installed properly, the front desk had to be called twice to get items that were missing in the room, it took being rudely persistent to get a late check out to make up for the lost time when the hotel failed to notify us the room was ready, there were holes in the carpet, and more issues that make it a notably sub-par experience for a hotel from a distinguished chain that is charging well above comparable options in the downtown Phoenix area. Splurged for a nice room for a 30th birthday and NYE celebration, wish the money was spent at a better-managed property. It's too bad because the building and location could make this a wonderful place to stay.…
I came in with a chip on my shoulder after having a 5 hour delayed flight, no luggage do to them leaving it in Pittsburgh and my scheduler no booking my flight. The young lady Yessenia Grajeda was sooooooo polite and nice to me. I felt embarrassed to a degree. She was extremely courteous, offer n gave me toiletries. She extended help in any fashion or form to make my stay better. I really appreciate that.
We should have read the reviews before choosing this hotel. I want to start by saying the staff is wonderful and they try to be responsive but there is really nothing they can do about the noise. The first night we were up all night because we were on the "construction side" of the hotel. I was awakened at 1 am by a loud bang. I looked outside and there were dozens of construction dump trucks, a crane, everything you need to build a building. They all had headlights on. Who knew there were 24-hour construction sites? There are, across the street from this hotel. You do not want to be near it - we were on the top floor and it still woke us up. The next day we changed rooms. At around 11 pm as we were going to bed, a series of loud booms and vibrations started, clearly coming from above (not outside of) our room. Then they'd stop. It sounded like fireworks (our dog is with us and she got scared like she does at fireworks). It finally stopped around 11:30 pm and we went to sleep. Then around 2 am it started again, and woke us up. Then it stopped. It started for good and didn't stop around 5 am. At 7 am I told the front desk that it sounded like something was ready to explode above us. She looked into it and an hour later called to say it was the gym above our room, and every time someone dropped weights on the floor it shook our room. I don't know where to begin in commenting about this. Other than that seemed plausible (really, it cannot be that we are the only people ever to mention this) until I read other Tripadvisor reviews. There are many complaints about this type of noise in rooms that end with 02 and 04. (We are in 1204). There is something wrong with this side of the hotel. Summing up, if you want to sleep, a) avoid the construction side of this hotel, and b) avoid rooms ending in 02 or 04. Or maybe just don't stay here.…
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