Westin is among my favorite hotel chains, so I was very surprised by the indifferent treatment I rec'd from the front desk and concierge staff at this property. Colleagues staying at the same hotel had a similar experience.

When I called for a blow dryer it never showed up. OK, mistakes happen. So I called again and was assured it was on the way. Nope. After a third call, I had to leave so mentioned at the front desk and then it arrived after another 2 hours wait. I'm frankly baffled. For clarity, maids and bellhops were quite helpful, but I couldn't buy a smile or polite/helpful word from the concierge and had the same problem several times with some (but not all) of the front desk staff. They did appear to be having a good time talking amongst themselves, however.
The room was fine and clean but again I had to call when they forgot to clean it on a given day.

Two nights in a deluxe bay view room in February 2012 proved very dissapointing. I have stayed at dozens of Westin's all over the U.S. and this is the first time I have had any complaints. First, I asked for one of the larger deluxe rooms, but was told at check in that they were all the same. Not true, they vary in shape and size, and the front desk did not know or care. My room was unusually small. My measure is that your wife can't walk past while you are sitting at the desk--she has to ask you to get up so she can get by (like in a Paris hotel). Second, this Westin has emptied its refrigerators, so no beer or snacks are available. Yes, they still have the empty frige there to taunt you. Third, plastic glasses wrapped in more plastic (the very cheapest kind) have replaced real glasses, just like in Motel 6. Fourth, no shampoo or lotions in the room, had to call front desk for them. Fifth, we went out on Saturday morning at 9 am, returned at 3:30 pm to fiind that housekeeping had not yet cleaned the room. Sixth, the outdoor pool they advertised was closed for renovation and had been for some weeks. So why not tell us on the website? Seventh, the elevators had many push buttons with dead lights, so you can't be sure you are going to the floor you want (same with some call buttons outside the elevators). Eighth, no newspapers delivered to the rooms. Ninth, the very expensive parking ($33/day) was very slow to get your car. When we departed at 11:00 am on Monday, it took nearly 15 minutes with no--absolutely no--other guests asking for their cars. There were very few guests in the hotel, so no excuses can be based on the staff being too busy. They just were sloppy, inattentive and cutting costs in every possible way. Overall, the worst Westin ever.

I travel frequently and know good service when I get it. I stayed at the Westin the first week in February, 2012. The place was clean and relatively comfortable. However, the staff left a bad taste in my mouth. Each time I had a concern they listened long enough to give me a canned response, rarely answering the question that I posed. The pool was out of commission and appears to have been so for a long while. When we asked about it, we were told that we could go to their sister hotel the W down the street. My boyfriend went there and said it was next to the YMCA and that was the pool they referred us too. When I asked about a room change that didn't overlook construction; I was told there would be a 20.00 upgrade fee. We went through the hassel to change rooms only to find that the view was worst than the original. Most of the staff just seemed disinterested in true customer service. They would smile nod and ask how they could help, but would only give the necessary answer for you to go away. There was one bright spot, the consierge desk, Thi was pleasant and offered advise on restaurants. I wouldn't stay here again. You get the basics but then its every woman and man for themself.

Our 2-day stay was lovely. The room was very quiet and even had a well-engineered heavy-duty metal vent of that could be flipped to allow fresh air in through a narrow slot but then closed to exclude the noise of the city down below. The bed was extremely comfortable and everything from the glass elevators (there were also enclosed elevators for those who are afraid of heights) to the bar were elegant and fun.