I booked this hotel for a quick two night stay to shop. I normally trust the Westin brand specifically for a good sleep, amenities etc. I was surprised by the lack of attention to detail and did not find it to be up to Westin standards. Some issues I encountered: - There is no housekeeping service due to covid - No dining/room service and very limited food options - Sheets and pillow cases had stains (should have took pictures) - Pillows were not Westin brand? Stained, mismatched, and felt very cheap. - Bed sagged in the middle and I had to sleep on the side. Not the world famous “heavenly bed” The gentleman at the front desk was lovely and doing his best, but to be honest there was no saving this situation for me. I ended up leaving and going to the Ritz for my second night so I could enjoy the rest of my trip. They had housekeeping and food service so I don’t think it’s a covid thing as much as it’s a staffing issue. That’s fine but then that should be advertised when you book. …
I have stayed at this hotel several times over the last 10 years and it has lost it’s magic. My teenage daughters and I stayed here this past weekend and it was quite disappointing. Our tv kept glitching, several times/minute and no resolution by management after 3 requests. There was a continuous humming/vibration sound in the bathroom that was simply annoying. The front desk personnel was unfriendly, couldn’t have cared less about guest needs in general. We were told upon arrival (not advertised online) there was no housekeeping services and no room service. Understandably due to COVID, though their nightly rate did not reflect that. We won’t be returning to this hotel, not worth the price.
I love this hotel. We have stayed here many times over the years. Our daughter loved American girl so we would stay here and enjoy the AG store. Now she is a teenager, so she and her friends enjoy exploring the mall. The rooms are so spacious and have a luxurious feel. There’s always a wonderful scent in the lobby. The staff are friendly and accommodating. We have stayed in at least seven hotels so far during Covid and this one is no different in terms of services that are currently curtailed. Executive lounge, room service, housekeeping, requiring masks etc - these are consistent with what we have experienced elsewhere. This is a great place to stay.
Ok, it's about time I let you know. This hotel is GLORIOUS!!! You keep reading reviews and that is ok but I am telling you that you will love this hotel! There is nothing else that you need to read because you have read about 10 reviews already. This is the one! Go for it!
Stayed here before covid and was a great stay. Just returned home and it was a miserable stay. As a titanium member, had access to lounge for breakfast and snacks. Now nothing. Not even a bag with muffins and fruit. Visiting our son, we did not have a car so no way to venture out for food when he was working. Corner bakery did not open until 10 and 11 on Sunday. This is not acceptable for guests. Found out that the Westin near intersection of LBJ and 75 has foos service. Will stay there next time or somewhere else. The place did seem slow on Thursday night but Friday and Saturday nights was hopping. I think it is time to bring back services. Stayed in Charleston Poinsett Westin just last weekend and everything was open. Time you did as well.
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