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“Beautiful Property, but a lot of issues”

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Westlake Village Inn
Certificate of Excellence
Los Angeles, California
Level 2 Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Beautiful Property, but a lot of issues”
Reviewed April 21, 2014

My wife and I stayed this week for our anniversary. We checked in and requested a room the the Rose Arbor view as suggested when we made the phone reservation weeks in advance. They made the request and told us where to park. When we pulled around the corner we found the lot full with construction vehicles and very loud construction going on. We went back to the front desk to request our original room with the golf course view; however, for some reason this was no longer available, only a lower grade suite. We chose the lower grade suite as the construction noise made the original level suite we requested unbearable. It would have been nice if they had explained to us the construction going on when we requested the Rose Arbor view.

The bottle of wine we purchased to be waiting for us upon arrival never made it to the correct room until late in the evening when we had to remind them that we had purchased it.

Part of the reason we picked this hotel, was its proximity to Malibu Wines.
We requested direction to Malibu Wines at the front desk. They printed out the directions for us, but when we followed the map it took us to the wrong place. We needed to call the winery and ask them how to get there from the place the hotel's map had left us.

In the evening we went to the bar onsite, Bogies. We had a good time there until it was time to leave. There was a fight going on at the entrance that blocked us from being able to exit for a while. More concerning is that it seemed that some involved in the skirmish were employees of the place.

In the morning, we requested a late check-out (you can only request one the morning of here). They were able to accommodate the late checkout, so we decided we'd take advantage of their tennis club. We called ahead to see if they rented racquets. We were told that they did not, so we when out and bought a couple. When we arrived to the clubhouse to check in and get a court assigned, there was a large box by the counter filled with racquets labelled "Westlake Village Rental." Perhaps those are only for members of the club and not hotel guests, so it's still unclear whether or not you can expect to rent a racquet during your visit.

We then headed back to the room at 11:40am to get our stuff together and check-out before 12:30pm. When we got to our room, the key no longer worked. We had to go back to the front desk and have them reactivate the key so we could get back in and pack up all of our things and leave.

All of these issues came about from a 1 night stay. What was supposed to be a relaxing anniversary night became a hassle of needing to followup with everything to make sure that we got what we were paying for.

It's a shame because the resort is beautiful, and looks exactly like the kind of place we wanted to spend a relaxing getaway. Through all of the problems, the staff was always very friendly and worked to correct the issues. Perhaps if you were planning a longer stay, the hiccups will get sorted out if you take the initiative to get them corrected and the rest of the stay will go smoothly, but for a night or 2 it's just too many problems to make it worth the money. For a similar cost we could have stayed at the Four Seasons.

Room Tip: Call ahead and make sure the construction is complete or that your room is not near it. The constru...
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  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Randy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Robert W, Rooms Director at Westlake Village Inn, responded to this review, April 22, 2014
Dear Randy B.,
Thank you for your recent stay at the Westlake Village Inn and for sharing your experience with me. While I am happy to hear that our staff was always friendly and accommodating to you throughout your stay, I would like to apologize for the issues that you experienced during your stay. The construction process that we are going through right now is going to help us deliver an even better product for our guests and while we look forward to that we are trying to get the process completed as quickly as possible because we realize that it is cumbersome.

I would like to answer your questions about our Westlake Village Inn Tennis Club. The Club does have rental equipment available for guests who are renting courts.

Please contact me as I would like to assist you personally and can be reached at Robert_witcher@wvinn.com.

Thank you again for staying with us at the Inn.

Best Regards,
Robert Witcher
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431 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (121)
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English first
Townsend, Massachusetts
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed April 15, 2014

My family and many others stayed here for a wedding. We stayed for 5 full days. The hotel itself is gorgeous! The grounds are spectacular and meticulously maintained. The pool was very nice although they had pretty loud construction going at a part of the pool for a remodel. Could not be helped I guess. Those are the pros for staying there.

The cons are two for us. First a minor one. The continental breakfast they advertise for a couple of hours monday thru friday is possibly the worst I have ever seen. Luke warm coffee and a few pastries and muffins that are gone quickly. The coffee was lukewarm at best. The toaster did not work and when management was told, he did nothing about it.

The second con and a major one for us and many of our friends, including the bride and groom, was that the maid service was subpar and had no consistency. We constantly had to call for fresh towels and facecloths. None were left or not enough were left each day. We also had one roll of toilet paper in the suite and had to call for more. They delivered one roll. We used our water glasses and coffee cups the first day and they were taken away and never replaced. A blanket was removed from one of the beds one day and never replaced. We had to call to have one brought to us. I could go on but you get the idea. For 200 dollars a night anyone would have a right to expect better. These complaints were widespread in our group. Be forewarned.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Stephen H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Robert W, Rooms Director at Westlake Village Inn, responded to this review, April 22, 2014
Dear Stephen H.,
Thank you for your recent stay at the Westlake Village Inn and for your kind words about the beauty of our property. We hold ourselves to very high standards as it relates to our service the experience that we provide to our guests. I apologize that we did not live up to that standard in this instance. I would really appreciate some specifics about this experience and can be contacted directly at Robert_witcher@wvinn.com.

Thank you again for staying with us at the Inn and I look forward to speaking with you.

Best Regards,
Robert Witcher
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Toronto
Level 6 Contributor
328 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 156 helpful votes
Reviewed April 12, 2014

We booked a suite for a business meeting & the staff were very accommodating giving us a very late checkout to meet our needs. The setting is very tranquil with nature creeping up to the deck. Ducks, frogs & an early morning raccoon visit. My only complaint: the pillows could use an upgrade . . .

  • Stayed April 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank imcarthur
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Robert W, Rooms Director at Westlake Village Inn, responded to this review, April 15, 2014
Dear imcarthur,
Thank you for your recent stay at the Westlake Village Inn and for sharing your experience with us. I am pleased to hear that you enjoyed your stay with us and I thank you for your compliments about the beauty of the property and kindness of the staff. We are very fortunate in both regards and that is what really sets us apart from all other properties. I appreciate your feedback regarding the pillows and am happy to let you know that we are in the process of changing over the pillows for the whole property and in fact are nearly finished with this process.

Thank you again for your kind words and I look forward to seeing you back at the Inn again soon.

Best Regards,
Robert Witcher
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lake Forest, IL
Level 2 Contributor
6 reviews
3 hotel reviews
Reviewed March 24, 2014

From the time that we checked out after our January 2013 visit we counted the days until our 2014 return trip to this incredible Inn. The trip surpassed our expectations. The Westlake Village Inn was better than ever. From the minute that we were greeted by the welcoming Front Desk staff until the moment we left, we enjoyed a perfect stay. We spent 35 days in a beautiful room that was perfectly maintained. The tranquil grounds, lush gardens, bubbling lakes, ponds and multi-colored roses provided a restful surrounding. Renovations were going on but did not in any way impact our stay. It's great to see that the owner and management team strive to keep the property up-to-date and in top condition. Absolutely the best. Can't wait to return.

Room Tip: Many different views. Don't worry about choice, they all have a unique beautiful quality. Larg...
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  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Rosemarie e
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Robert W, Rooms Director at Westlake Village Inn, responded to this review, April 1, 2014
Dear Rosemarie e,
Thank you so much for your recent stay at the Westlake Village Inn and for your kind words about the property and staff. We so enjoyed having you with us and are delighted to hear that you enjoyed your stay with us as well. We are very fortunate to have an owner with a real dedication to the property and the area who is constantly looking to improve on what we are offering our guests. Thank you so much for being such a loyal guest to our property! It really does mean a great deal to us.

The property is going to continue to improve and evolve and I can't wait to show you the next evolutions on your next stay here at the Inn!

Best Regards,
Robert Witcher
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Denver, Colorado, United States
Level 3 Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed March 18, 2014

With family in the area, we make frequent trips to LA and Thousand Oaks. The Westlake Village Inn has become our home away from home. This last visit was twenty seven days and the staff made certain that we were welcomed and provided with all the little extras that we requested and that are needed for an extended stay. As usual, Elizabeth, as well as the entire front desk staff, Phrancisco, Nick, Joey and Carolyn, just to name those we saw the most, were wonderfully accommodating, warm and friendly. We truly felt like part of their family every time we walked through the lobby.

The food at Mediterraneo was the best it has been and the service excellent as usual. The new addition to The Stonehaus with the fountain wall makes it even more inviting and comfortable. While the food was excellent and always fresh, the serving staff at The Stonehaus could use a little brushing up on serving skills.

With a massive construction and renovation project under way, we look forward to our June visit and a brand new room. We were very impressed with the quietness and cleanliness of the construction project and the organization of their materials which were never blocking passage for walking or driving. The construction company is to be commended for their well-kept and orderly job site.

Whether housekeeping, front desk, food service or gardening, The Westlake Village Inn is a truly unique, beautiful property that offers the greatest comfort, beauty and service. It is peaceful and relaxing with it's wonderful outdoor spaces and friendly staff........and you will love it.

Room Tip: Our Deluxe Suite was perfect for our extended stay.
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  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Judy F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Robert W, Rooms Director at Westlake Village Inn, responded to this review, March 20, 2014
Dear Judy F.,
It was an absolute pleasure to have you and your husband with us here at the Inn. The staff and I so enjoyed getting to know both you and your husband. I am so glad that you enjoyed your time here and will make sure that all of staff get to see your kind words about them. You and your husband are always welcome here and you know we'd love to have you.

Thank you again for your stay and for your kind words!

Best Regards,
Robert Witcher
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton, Canada
Level 3 Contributor
16 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed March 15, 2014

Stayed here for a cycling camp. Large, well kept rooms, lots of space, quiet, good dining options. Nice grounds and pool. Free parking and free wifi are always appreciated. I would bring my family back here.

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jackfish915
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Robert W, Rooms Director at Westlake Village Inn, responded to this review, March 20, 2014
Dear Jackfish915,
Thank you for your recent stay at the Westlake Village Inn and for your kind words about our property. I am happy to hear that you enjoyed your stay with us and I will be sure to pass your compliments on to our Housekeeping Department. We have definitely enjoyed our relationship with Cycling Escapes and I am always impressed with the physical conditioning you must have as riders to make it through those camps.

We look forward to welcoming you back to the Inn whether for another camp or with your family!

Best Regards,
Robert Witcher
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Frankfurt, Germany
Level 4 Contributor
47 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed March 14, 2014

Stayed here recently for a friend's wedding. The grounds are beautiful as are the pool and hot tub. The having the restaurants nearby is also a plus, the patio at the Stonehaus is great. But overall, for the price, we expected a little more. They put us across from a building that was under renovation which was noisy most hours of the day, didn't seem like our building was full and they could have put us on the opposite side. The room amenities were just okay, in room Keurig didn't work, no complimentary waters and charging $4 for Fiji was a downer. No in room tub and shower design was such such that you had to each all the way in to turn the water on which resulted in a quick, cold blast every time.
Overall, underwhelmed. Giving a 4, but more of a 3.5 for me.

  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BuckeyeStu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Robert W, Rooms Director at Westlake Village Inn, responded to this review, March 15, 2014
Dear BuckeyeStu,
Thank you for your recent stay at the Westlake Village Inn and for sharing your experience with me. Congratulations to your friend on their wedding! I apologize that your stay did not quite live up to your full expectation. We are making improvements to our property and while the end result is a vast improvement, I apologize that the process was off putting. We are entering the last phase of this project and would love to have you visit us again when the process is complete.

Please send me a message at Robert_witcher@wvinn.com the next time you would like to stay with us and I'll be happy to help you with your reservation personally.

Best Regards,
Robert Witcher
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Westlake Village Inn

Property: Westlake Village Inn
Address: 31943 Agoura Rd, Westlake Village, CA 91361-4427
Location: United States > California > Westlake Village
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#2 Family Hotel in Westlake Village
#3 Business Hotel in Westlake Village
Price Range (Based on Average Rates): $$$
Hotel Class:3 star — Westlake Village Inn 3*
Number of rooms: 141
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Also Known As:
Westlake Village Hotel Westlake Village

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