We stayed here 3 nights for a wedding held at the Chase Center. We've stayed in many Westins before, but this stay clearly showed us how poor in quality Westin standards have gone down. We requested an early check-in in advance through both the app and calling the reception, but had to wait a very long time for a double queen after being told the rooms were not inspected yet. When we finally got our room, we were disappointed to see the used and abused furnishings, particularly the desk with many markings over it. Our shower had drainage issues that we had initially fixed, but then continued throughout our stay. There was no shower gel, and barely any shampoo or conditioner in the tubes in the shower. None of the trash bins had any liners in them (how unsanitary!). Housekeeping was a pain to get a hold of; other people in our wedding party were told cleanings that included changing the sheets were only every 3 days (I've only had timeshare resorts tell me that before). I had to flag people down in the hallway for towels. Our wedding party had a couple suites booked and it was disappointing to see how dilapidated and dark the suite rooms looked, especially the furnishings that are long overdue to be changed with stains and threads hanging off everywhere. What really got me on this stay was that on our second night after all the wedding events transpired, we tried using the elevator to go back up to our room only to hear people trapped inside banging on the elevator doors for 10 min. I flagged a guy at reception to come help and he brushed it off so easily saying ”it's due to the pressure effects, they'll be back up on their floor soon.” As a physician, I told him this was an urgent matter as we don't know how many people are stuck in there and God forbid someone has a panic attack in there and passes out. I told him that elevator needs to be put out of service if it keeps stopping like this. He didn't give a damn and just walked away. It turns out it was my family members stuck in there for over 10 minutes. I find this to be so negligent of the hotel staff- I'm sure you'll have a lawsuit coming your way when the elevator pulls another extended pause. I also realized there is no service elevator that the staff can use, so they also use the main guest elevator, further causing elevator traffic. Also, the location is just a stone’s throw away from sketchy neighborhoods. You definitely need a car to get around. The only good thing about this place was the convenience of being attached to the Chase Center; other than that this hotel definitely does not exude the Westin quality I used to love and know.
Excellent
102 Reviews