Stayed here for 4 nights. Check-in was odd since there's no parking in front of the hotel. Left the car with valet parking (side street) but no help with luggage. Room was fine but hotel has no king-size sheets. Yes! When I noticed the small sheet, I asked for room service the next day. My bed was made but again with sheets that were too small. (Picture is from second day.) I tried telling the staff at check-in, but no help. I tried emailing the hotel but all emails bounced. I asked a staff member for her Westin email and sent two emails to her directly - never heard back. Nightstand had items from previous customer - and the hotel claims they go above and beyond cleaning and sanitizing. Restaurant service for breakfast (hostess, waitress, kitchen) could not cope with the few customers who were there. The bartender was great! Made me a great cappuccino and served it with a big smile! Overall not a great experience. Won't be back. There are so many other (better) hotels in Phoenix!…
I stayed here for a Thunderbird/ASU homecoming, having chosen the Westin because it was closest to the downtown campus and events. Mistake. No one at the door. No one to help with luggage. No lounge. No Bonvoy benefits to speak of (I'm Platinum). No willingness to bend on the silly resort fee that all are forced to pay. The rooms are awesome, but the experience was that of a low-end, budget property. A friend (also Marriott Platinum) stayed at the Renaissance. For the sake of an extra block, she enjoyed a lounge that was open and fully-staffed, and a full complimentary breakfast for Platinums. I made the wrong choice.
A bit of a rough start at the check in. Room not ready at 3:30 pm, and some less trained staff. Then, everything turned around! Room is beautiful, and Ms. Rawan Q., the Room Operations Manager left a meeting and met us in the restaurant - found us - to address and resolve our concerns. Everything handled in a few minutes, with kind apologies and recognition of our status with Bonvoy. We are again happy customers in one conversation! Housekeeping was great, front desk staff Lilly was delightful, and restaurant and bar service was good. Shout out to Christina in the restaurant for making us feel special and welcome like family. Room (suite) has floor to ceiling windows and is comfortable and lovely. Overall, was concerned about a downtown hotel for a family trip (we came to see games at the Chase Field with my 12 yo) but so happy and surprised with how good the hotel is!…
Hotel room was perfect, loved the space, check in was a breeze, security was extremely helpful with my luggage. My little ones loved the pool. throughout my stay housekeeping has been courteous and respectful. My family and I had brunch on Easter at the restaurant, everything was perfect! We loved all the food options and setup. I have picky kids! One who loves breakfast and hates seafood and another who refuses to eat breakfast. the cook on the carving station was a very nice gentlemen and made conversation with my daughter even though he was busy. My husband and I were having dinner at the bar tonight, food was exquisite as expected! Not a fan of the manager in the restaurant, we felt he was being disrespectful to the bartender. Couldn't hear what they were saying as they were near the computer, but you can tell the bartender was uncomfortable. My husband asked him if everything was good. the bartender said he was okay and changed the topic.…
My three night stay here was not good. My room was not available for check-in when I arrived at 5:30 p.m. (Check-in time at this hotel is 3:00 p.m.) I was told I would just have to wait -- until I encouraged the front desk agent to keep trying. At check-in, there was no acknowledgement, no thanks for being a Marriott Titanium member, and no Titanium breakfast benefit offered. My confirmed Bonvoy "Suite Night Awards" upgrade (which I’d used to be confirmed into a one-bedroom suite days in advance of arrival) was not honored, but my 3 SNA certificates that I’d redeemed for this stay are now gone. When I tried to reach out to the hotel for assistance, nobody responded to the Bonvoy app chat feature. After I texted them, I just kept waiting and waiting … but there was never any reply or acknowledgement. I then called Service Express … who said that they’d speak to the front desk and call me right back. But nobody ever called back. I just kept waiting and waiting … again. (I eventually did connect with one empathetic manager who tried to help me.) Then, on my departure day, I found multiple mistakes on my bill (I had been charged a $51/night redemption fee for using Bonvoy points for my stay, and the food and beverage credit - from the resort fee - was never credited back towards any of my food and beverage spend). I’d been overcharged, and had to request that it all be fixed. Everything seemed to be a problem. Including recovering from problems. It was all so frustrating. It really was not a good stay. As for Bonvoy benefits here (when they’re recognized or offered): - their lounge remains closed, no indication if/when it might re-open. No alternative was offered. - the Platinum/Titanium breakfast benefit is (when Bonvoy status is recognized) is limited to a very basic continental. It’s just a muffin or a bun with a drink. - The $25/day resort fee is charged to everyone - including Bonvoy elite members - even though it mostly overlaps elite member benefits. It really only gives you a daily food credit (redundant with the Bonvoy elite breakfast benefit) and ‘free’ wifi (which is 100% redundant with the Bonvoy wifi benefit). No alternatives or consideration are offered to elite members, even though that's a Marriott requirement in the Bonvoy terms and conditions. (The other things that guests purchase via this mandatory daily resort fee include a yoga class (?!), use of a hotel bicycle, a drink that was never offered, and a discount coupon book that was never provided.) - Mobile check-in did not work for me (my 5:30 pm issue) but I did notice that this hotel requires people using mobile to still stop and physically check in at the front desk before the key in the mobile app will work. (At most hotels, you can bypass the front desk and go straight to your room when you do mobile check in. Here, you still need to stop at the lobby -- negating the principal benefit of mobile check-in.) - Staffing and service remains noticeably limited. No doormen, no bell staff, front desk staffing was often limited. Very un-Westin. Given the room availability issue I had when checking in, I expect that housekeeping may be short-staffed as well.…
If arriving by car, the valet service is not at the main entrance on East Van Buren Street - it’s on North Central Avenue. There were two signs for valet parking and had the appearance of a service entrance - not at all what you’d expect of a 4-star hotel. To make matters worse, there was no luggage service. We were given a luggage cart, had to unload our car ourselves, push the cart to the lobby, and then push the cart to the elevator and then to our room. Again, not the kind of service you’d expect. Also, the front-desk clerk failed to give us instructions (as well as others) on how to use the key card to activate the elevator and allow it to access the hotel room floors (above the 11th floor), causing us and others to stall at the 11th floor - poor system. Noticed later that another clerk gave full instructions on how to access the elevator - poor training, I suppose. Nice pool but was not available to use for one day because it was reserved for a corporate party from 9am to 9pm. The hotel restaurant is Jacy & Dakota’s, which has a good breakfast menu but a limited and not particularly interesting dinner menu - much better to walk a few blocks to one of the local restaurants. On the plus side, the room was nice but, overall, not a 4-star hotel.…
Adequate says it all. I flew in from a couple of time zones to the east and was hungry when I arrived (around 3:00 PM). The sheer in the room indicated that the hotel restaurant was closed until 5:00. The desk said they do not have a shop where I could buy a snack. I walked around looking for a place to eat - downtown Phoenix was like a ghost town during the middle of the day! Finely found an Irish pub - was the only person there but the food was very good. The room has an odd odor - could be due to the disinfectant. The bath towels has a similar odor. The room was comfortable, clean and quiet. The location was handy for my visit. Hotel staff was friendly and efficient. I was here on business - would not come here for leisure.
This is in a great location for downtown, handy for most things. Rooms are spacious, TV is huge, well equipped, clean, bed was comfy and huge. I would go so far as to say it is one of the best hotel rooms I have stayed in. love the floor to ceiling windows and the huge desk (well equipped with plugs etc) Bar area downstairs is great, very classy and comfy. Staff are really friendly. The only thing I would say is that you have to go hunting down a menu to see what is for sale. You also are never sure if they are serving food or not, I'm still not sure if they are serving food at this hotel and if so what kind of food it is. Also big disappointment was the pool, no more than 3.5ft at the deep end and about the size of a Texan bath. For a hotel of this quality and this size it was strange. Overall though I would certainly revisit this hotel, the rooms are amazing and the views of the City are fantastic.…
Welcoming staff. Comfortable and QUIET rooms. Very clean hotel. Pool vibe is nice for a city hotel. Food was good. Fitness center had plenty of options. Convenient valet parking. All around a great stay, I’d go back.
The location is great for the downtown area. But you are paying for the Westin name and the Westin smell. There is valet for $38 - which was stated on the website so we were ready for the price. Also an additional destination fee of $25. Which this hotel did not have the last time we stayed here. I also did not see this fee listed on the website. So.....$63 on top of the room fee. We are titanium elite. Our free breakfast would be rolls and yogurt. We took the points instead. Absolutely nothing special about this hotel to make me want to come back. We have stayed here before and my husband had fond memories of this hotel. Now even he won't come back.
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