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“Lousy front desk staff”

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The Westin Indianapolis
Ranked #24 of 182 Hotels in Indianapolis
Rochester, Mi
Level 6 Contributor
212 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 200 helpful votes
“Lousy front desk staff”
Reviewed April 11, 2013

We checked in Thursday March 7 and were upgraded to a suite which I very much appreciated. I asked about the concierge lounge when we checked in and was assured that it was open 24/7. Since this was the reason I chose this hotel (Instead of the Marriott next door, where we are also platinum) I was glad to hear the online/phone agent’s info was correct.
However, on Friday at aprox 6pm I went up to the lounge to find the door locked and NO note anywhere to be seen, so down to the desk I go…. The smug arrogant desk attendant informed me that “the lounge was closed on the weekend, starting today”. When I mentioned what I was told just the day before he stammered and said…”it was just decided today”. He then said if I hadn’t used points for my stay he’d give me breakfast coupons…. Needless to say I wasn’t happy (even tried to change to the Marriott, but they were full)…. So I checked the internet site, still said the concierge lounge was open 24/7… even called my platinum line and guess what… they told me it was open 24/7 as well. So you aren’t fooling anyone, you closed it because the hotel was FULL for a huge volleyball tournament and you didn’t want to staff it or stock it that weekend.
Also, the 'suite' we were in was nothing special... worn and outdated. It did have a mini fridge which was great. The bathroom was a nice size and the shower had great water pressure.
Housekeeping was great the whole time we were there.
The best part of the hotel was the bell/valet staff...they were great (made up for lousy front desk staff).

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank elphie1162
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Florida
Level 5 Contributor
79 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
Reviewed April 9, 2013

I arrived quite early, about 10 AM, and was given a room, which I really appreciate. The room was average. Great location. Service was quick and efficient. Great business hotel.

As seems to be the case often, no makeup mirror or fan in the bathroom. I do not understand this; seems it would be basic.

  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jnb2375
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Terre Haute, Indiana
Level 4 Contributor
27 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed April 8, 2013

Not my favorite downtown hotel.. but it's always nice and comfortable. Must say the Starbucks and Valet staff were exceptional. The Valet guys were always smiling and extremely friendly. The hotess were just okay, but the room was clean and the location makes walking anywhere a breeze. This is our second stay and all the construction/updating was well worthwhile.

  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Whitney V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Steubenville Area
Level 5 Contributor
87 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed April 8, 2013

Spent the weekend of April 5 at the Westin for a conference. This is an excellent hotel. The service all around was superb. Rooms are very nicely appointed. Shula's onsite restaurant is very upscale. Pool and workout area are up-to-date and very clean. The Westin staff did a very good job hosting the conference. The conference food was very good but not excellent. Parking is expensive at the hotel (find one of the "loading zones" on the side street and park for free for the weekend after 6:00 pm). Finally the downtown area where the hotel is located is very clean and safe. Indianapolis is a very nice city. Did I mention the room rate is very competitive given the location. I am to visit Indianapolis again, and if I do I will stay at The Westin.

  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jim_in_Wintersville
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 5 Contributor
51 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed April 5, 2013 via mobile

Nice hotel in downtown
Close to some good restaurants
Rooms were adequate, maybe not 100 percent up to Westin standards
Would stay again for business but not for pleasure
Good hotel bar and decent food for a Starwood
Jw marriott next door looks much nier

Stayed April 2013, traveled on business
Helpful?
Thank eweinz22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Clover, South Carolina, United States
2 reviews
Reviewed March 31, 2013

Your concierge staff is very accommodating and understood since the front desk is not in direct site of the property's main entrance - I was able to get what I need in a very short amount of time (extra set of towels) - the room was great except that there is no counter space in the bathroom and the glass ledge is narrow but other than that you have the best beds!!!! Heavenly...as they say.

Room Tip: Room view was great - two double beds still give you room to move around and they have connecting ro...
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  • Stayed March 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Carol B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinIndyGM, General Manager at The Westin Indianapolis, responded to this review, April 1, 2013
Dear Valued Guest,

Thank you for your feedback. I appreciate you taking the time to let us know what aspects of your stay that you were pleased with as well as the areas you feel could improve. Thank you so much for your kind words in regards to our concierge staff as well as about the signature Westin Heavenly Bed. The experiences of our valued guests are of great importance to us and I am elated to hear that your interaction with our staff was in keeping with our standards.

Thank you again for your feedback, we hope to have the opportunity to host you again in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
Reviewed March 30, 2013

It was a nice, clean hotel with great service!! Anything I needed, the hotel gladly provided. All of the staff was so nice. It made the stay enjoyable. The location was perfect for going to the mall and to my event I was there for. I would definitely go again.

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mzlolo23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinIndyGM, General Manager at The Westin Indianapolis, responded to this review, April 1, 2013
Dear Valued Guest,

Thank you for your feedback. I appreciate your kind words in regards to your stay and am excited to hear that your experience was positive and in keeping with the brand standards that our guests deserve. Again, I thank you for your feedback and hope to have the opportunity to host you again in the near future.

Thanks!
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 The Westin Indianapolis

Property: The Westin Indianapolis
Address: 241 W. Washington St, Indianapolis, IN 46204-3406
Location: United States > Indiana > Indianapolis > Downtown Indianapolis
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#9 Luxury Hotel in Indianapolis
#22 Business Hotel in Indianapolis
#31 Romantic Hotel in Indianapolis
#35 Family Hotel in Indianapolis
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Westin Indianapolis 4*
Number of rooms: 573
Official Description (provided by the hotel):
The Westin Indianapolis enjoys an unbeatable location in the heart of the city. Connected by a covered sky-bridge to the Indiana Convention Center, Lucas Oil Stadium and Circle Centre Mall. ... more   less 
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Also Known As:
The Westin Indianapolis Hotel Indianapolis
Westin Indianapolis
Indianapolis Westin

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