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The Westin Excelsior, Rome
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Reviews (2,450)
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All reviewsvia venetoheavenly bedstarwood pointsspanish stepsamerican embassybeautiful hotelconcierge deskclassic hotelvilla borghesesteam roombusiness centerupgraded to a suitemarble bathroomtrevi fountainfive star hotelrooms are largehotel restaurant
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1,480 - 1,485 of 2,450 reviews
Reviewed July 5, 2012

This was probably our fifth stay at this hotel. We had two rooms and were upgraded to a suite (starwood platinum status) with a parlor and a connecting room. Absolutely lovely. Room incredibly spacious and outstanding service. Absolutely no complaints.

  • Stayed: June 2012, traveled with family
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Thank dina4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 5, 2012

For context, I am a platinum Starwood member with 100+ nights per year...so I have seen a lot of properties and have pretty high expectations.

The good:
Hotel is very convenient to the metro and some key sights including the Trevi fountain and Spanish steps. The rooms and bathrooms were spacious, quiet, and very clean. The hotel itself is a beautiful building and the spa, pool, and workout facilities were well appointed.

The not so good:
Overall, we found the service to be disappointing...especially the concierge. The concierge did the least bit possible to answer your questions. Examples: when asked for directions, they take out the map, circle the hotel, circle the destination, and hand you the map. No insight into best way to get there, metro v cab v walk...nothing. Another example, we left the hotel and were headed to como by train...they told me to go to the train station and buy a ticket -it's easy! Come to find out after a bit more research, I needed to change train stations in Milan to end up in the right train station in como. All in, it felt as if the concierge could not be bothered.

Hotel Restaurants- first, food and drinks were quite good although prices were outrageous. Service was mixed, one evening in the bar we had a lovely waitress who did a great job. The following day we had a waiter in the same bar who never showed back up - we had to write our name and room number on a napkin and walked out!

Overall I would go there again but have a more realistic set of expectations, go to the local bars and restaurants we found, and depend very little on the concierge except for the most basic requests: eg, dinner reservations.

  • Stayed: July 2012
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1  Thank CHD3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 16, 2012

Dear Guest,
Thank you for taking the time to share with us your experience.
We are delighted to know that you appreciated our property and its strategic location.
We regret to learn that you left Rome disappointed with your experience; in particular, we are concerned that you were inconvenienced by our concierge & bar staff that conveyed an improper attitude during your visit.
We encourage always a positive, helpful and friendly approach and we wish to apologize most sincerely if, on this occasion, we failed to entirely meet your expectations.
Please know that we respect greatly your valuable feedback and constructive criticism. Each one of your comments has been discussed with the Executive Team and corrective action will be taken both at disciplinary and operational levels to rectify the situation.
Thank you once again for your feedback. We truly hope to have the pleasure to welcome you back again in the near future and have the opportunity to demonstrate the real service, which reflect our hospitality concept here at the Westin Excelsior Rome
Sincerely,
The Hotel Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 4, 2012

We stayed here for 5 nights in a grand luxe room that accomodated the 3 of us. The room was very well sized and the bathroom super spacious. Yes, the room was slightly outdated but beautifully appointed. We had a huge terrace and a lovely view. Situated on the Via Veneto it's in walking distance to most of the main areas of Rome and very close to the metro.The hotel is in the midst of embassies and 5 star hotels, pretty neighborhood to walk though. The staff was very well trained, very professional and pleasant to deal with.The area has several restaurants but seem "touristy" and I believe overpriced. I recommend venturing out to Trastevere and other areas for more authentic fare at more reasonable prices. Our stay was very enjoyable and we would recommend the Excelsior to others.

  • Stayed: June 2012, traveled with family
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Thank Oneomaniac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 16, 2012

Dear Guest,
Thank you for your feedback.
We are delighted to know that our facilities and accommodation exceeded your expectations and we hope to have the pleasure to welcome you back to the Westin Excelsior Rome to provide you another unforgettable experience.
Sincerely,
The Hotel management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 4, 2012

Very elegant hotel in great location on Via Veneto.
Service was excellent from check in to departure with great furnishings in our room and excellent service from the concierge who even arranged for an attendant to accompany us to the train station in the taxi to assist us with our luggage on the train.
We wish that breakfast had been included in the price as it really should have been.

Room Tip: ASk for a room overlooking the Via Veneto
  • Stayed: May 2012, traveled as a couple
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Thank dfcasey23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 16, 2012

Dear Guest,
Thank you for the positive review of our hotel.
It is great to know that you appreciated the strategic location which helps to explore the beauties of the Eternal City. We would also like to thank you for the positive feedback of the high-quality service that our staff offers to all our valuable guests.
We hope to welcome you back soon at our property.


Best regards,
The Hotel Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 4, 2012 via mobile

I hesitated between giving 3 or 4 tripadvisor stars to this hotel.
The hotel is rated 5 stars and it certainly was a 5 stars at some point in the past. The building is splendid with the grand old style of grand European hotels. Unfortunately the hotel hasn't been maintained properly. It is dirty in many areas and needs a major uplift and some serious cleaning and refreshing. The rooms are superb, large with chandeliers and silk wall coverings. Bathrooms are large. The beds are typical westin heavenly beds and are extremely comfortable. The AC is unfortunately quite noisy.
The breakfast is very nice.
The staff and service was a bit disappointing and not to the level of a 5 star hotel. Concierges were a bit condescending (!!!) And the front desk staff just OK
I guess it all depends on what you paid for the room and what you expect. We were lucky to book through hotwire at about $250 a night. At that price the hotel is good. If you pay 500$ expect a real 5* then you may be disappointed.
The location of the hotel is not the best. It is a bit outside the circle of major tourist attractions. 15 minutes walk or about 8-9 euros taxi to Spanish steps, piazza navona, trevi fountain or other main spots to see

Thank mikemtl
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Management response:Responded July 16, 2012

Dear Guest,
Thank you for taking the time to post your comments.
We are glad that you enjoyed our spacious and comfortable rooms and appreciated our in-room decoration as well as our historical building.
At the same time it saddens us to learn that our concierge service didn’t meet your expectations. We sincerely regret for this and, please rest assured that we value your feedback very much, as it helps us in our continuous efforts to make every guest stay a memorable experience.
Thank you once again for your feedback and we hope that you will allow us another opportunity to improve your impression on us on your next trip to Rome.
Sincerely,
The Hotel Management.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
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