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“Nice hotel but bad service”

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The Westin Washington Dulles Airport
Ranked #9 of 20 Hotels in Herndon
GreenLeadersSilver level
Reviewed January 6, 2010

The hotel was nice but feels a little like a limited service hotel because of the bar area in the lobby. Overall the hotel and rooms are nice. However, there are a lot of little things that need to still be completed. There was a toilet sitting in the garage which isn't a very good first impression, the mirror in our room wasn't on properly and the cable was out thoughout the stay. I'm sure they will correct these issues with time but my bigger concern was the service...

The front desk clerk didn't welcome us at check-in and his name tag was on upside down. It took him about 5 minutes to make our key card and he didn't explain what the problem was or apologize for the delay. We then moved on to dinner in the restaurant which was terrible. The service was bad and the food was worse! I would never recommend eating there. They didn't have Chardonney on their wine by the glass list and everything had mushrooms on it! Very strange.

The kicker though was that we called down for a bag for our ice bucket. After several calls they finally sent someone up but the guy didn't even know what bag we were talking about. He ended up taking us into the maid closet with him so we could find what we were looking for. I was shocked and we weren't even able to find the bag after all that!

It was an interesting night to say the least...

  • Stayed: December 2009, traveled as a couple
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Thank luvbug304
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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701 - 707 of 742 reviews

Reviewed January 4, 2010

I paid $99 via Expedia for a one-night stay. Check-in was quick and managed by someone very helpful and courteous. The room was elegant, spotlessly clean, and spacious. The bathroom looked as if it had been installed the previous day - excellent shower, clean, and modern. Very comfortable bed. Large, flat screen TV. What more can you want?

One complaint. I waited a VERY long time for the airport shuttle bus in freezing winter temperatures at 9pm. Not a great start to my stay, but the hotel itself was excellent.

  • Stayed: January 2010, traveled on business
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Thank MJMH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 29, 2009

The good news....I have stayed at this location three times in the last 60 days....The facility is lovely and was beautifully decorated for the holiday season.....The rates were fantastic!!!....I paid anywhere from $79.00 t0 $89.00 depending upon the visit.....The beds and shower are heavenly...Now for the bad news......Please be aware that the Westin locations are "franchises".....DO NOT BE FOOLED BY THE WESTIN NAME....This location can best be described as "NOT READY FOR PRIME TIME".....There is no fresh fuit, flavored water or coffee in the lobby.....The well known Westin "unwind" is only available MON-WED , there are no mini-bars in the individual rooms and there is no "Club Floor".....The food in the over-priced restaurant leaves much to be desired.....The hotel is situated on the highly competitive "hotel row "that services the Dulles corridor....Each time I have visited, it was obvious that the facility was only hosting a handfuI of guests...So, you would think the service would be outstanding.....Well think again...During each visit, I had to make numerous requests for extra towels and the famed Westin "bathrobe".....The Hotel restaurant should be "avoided at all cost"...The empty dining room offers a very limited menu...The bread was stale, my soup was cold and the burger and steak we ordered were overcooked....Whoever is in the back cooking food, needs to choose a different career path.....Fortunately, my bad experience in the restaurant prompted me to drive around and we found a number of food offerings nearby...During my most recent visit, I shared my concerns with a manager who immediately swung into "defense mode"...She proceeded to cut me off in mid-stream and used the economy as an excuse for the lack of the "usual" Westin amenities....Bottom line, the rates right now are excellent and the hotel is new AND if you can accept the lack of service, go for it!....It is clear that the owner of this franchise is trading on the "Westin brand" but is unwilling to deliver the level of service one would expect....It should be noted that there are several other Westin locations in the Metro D.C. area and at least four in Virginia.

  • Stayed: December 2009, traveled as a couple
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Thank Weekends4us
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 22, 2009

Nicely decorated hotel convenient to Dulles Airport. Room was very comfortable with very nice bath. Service still not up to par as staff is in training. Front desk clerk has as much personality as a prison guard. Warning about the breakfast in the restaurant, I ordered a simple two egg breakfast. It was horrible. Eggs swimming in oil, stale and grey colored potatoes, lukewarm coffee. Pretty sad to say that a breakfast at McDonalds would have been more rewarding.

  • Stayed: December 2009, traveled on business
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Thank babelmendab
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 21, 2009

First, the hotel is Gorgeous, its brand new. I was a bit unsure of how the rooms were going to look since
there wasn't any picutures of it online, but to my surprise it did not disappoint. I felt like i was at a spa!!!
However, I was very disappointed with the "customer non-service" at the front desk. I was greeted by the front desk
personnel and i advised him that i had a reservation so he looked it up and asked for my card. He then swiped it, handed
it back to me, then gave me a my room key and that was all the communication i recieved.
I went to my room then i wondered hummmm??? what did he charge me for? He didnt
say ANYTHING to me? I was very curious what he had done so i checked my account and he had charged me for my room charges plus
$40!!!!!! Since i travel frequently i assumed this was for room service and would be returned at the end of my stay but I was
just floored that i was not VERBALLY told that i was being charged $40 OR advised that i was being charged for ANYTHING. Every
hotel i have ever been too communicates this at the front desk and they also VERIFY how many days you will be staying beforeswiping your card. I thought that was pretty much a given but i guess not.

There is a shuttle that will take you within a "limited" area according to the information in the hotel. The shuttle driver that picked me up from the airport was VERY kind, and gave me all kinds of need-to-know-about-the-area info. But the otherdriver was no where near as nice as the first one! I simply wanted something to eat like restaurant take out etc.,(famished from my delayed flight) and thats is where i asked to go. He immediately begins to tell me, once on the shuttle bus all of the restaurants that would DELIVER to
the hotel, making it pretty obvious this is not what he wanted to be doing. AMAZING! I didnt ask to be taken very far at all, i assumed that within a 3-5 mile radius would be fine, but i guess not, he took me anyway so i guess i should have been grateful?

After the first day, the rest of my stay was lovely, everything from the bed to the tv to the carpet and the bathoom was spectacular. I just wished that the service
was as spectacular. Im unsure if i would stay here again. I would recommend this hotel to a friend only because it is close to the airport, has free parking, will pick you up from the airport, and its brand new, but dont expect much else.

  • Stayed: December 2009, traveled on business
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Thank missjetsetter25
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 1, 2009

The hotel was spectacular and facility is brand new. The staff is courteous and very gracious. The restaurant is a dynamite and a happening lobby bar. Finally great to see a Westin Hotel in the area. Forgot to mention the best bathroom and room.

THEY HAVE THIS GREAT INTRODUCTORY RATE OF $99 -- can't beat it.

  • Stayed: November 2009, traveled on business
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Thank JonathanAtlanta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 1 week ago via mobile
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Stayed: October 2017, traveled on business
Thank Bekir K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
00gc, General Manager at The Westin Washington Dulles Airport, responded to this reviewResponded 1 week ago

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Washington Dulles Airport

Address: 2520 Wasser Ter, Herndon, VA 20171-6177
Phone Number:
Location: United States > Virginia > Fairfax County > Herndon
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 Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Green Hotel in Herndon
#6 Romantic Hotel in Herndon
#11 Business Hotel in Herndon
Price Range: $96 - $253 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Westin Washington Dulles Airport 4*
Number of rooms: 314
Official Description (provided by the hotel):
Enjoy the comfort of Westin, only minutes from Dulles Airport. In addition to a convenient location and comfortable hotel rooms, our hotel provides amazing meeting and event space. ... more   less 
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Also Known As:
The Westin Washington Dulles Airport Hotel Herndon

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