The Westin Book Cadillac Detroit

1114 Washington Blvd | Detroit, MI 48226-1907  [SEE MAP]Detroit, MI  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 1

These people are heartless and do not care about their customers

Mar 26th, 2020

I had to cancel my trip for a legitimate medical reason and these people are heartless and do not care about their customers. They charged me a penalty and the property was full. Management would not return my calls and I never get a straight answer from anyone. I would not recommend this property to anyone. Customer Service is terrible, and I hope our company does not use them again. I am a Marriott member and will never stay at Westin property again. I would not have had this issue with Hilton. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Solid hotel close to Campus Martius

Mar 23rd, 2020

My family of 4 stayed here at Christmas for 4 nights. The location was close to Campus Martius where there are all sorts of stuff to do. At Christmas time, there's a kindlemardt in the plaza with shops and tents (reminiscent of German Christkindlemardts!) as well as an ice rink for skating. The hotel is luxurious and has several restaurants (all of which were great). The lobby bar service is wonderful too. Great place and have already been back since Christmas. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Poor customer service skills/ lack of staff

Mar 12th, 2020

My family and I stayed the night for a local wedding, 2-29-2020. Checkin was great, room was ready and I was told they would bring up a roll around bed for my 8year old son. Room was clean and spacious, however bed for my son was never brought up as promised. We asked 4times throughout the stay. By the time the wedding was over and we were ready for bed and the night shift was on duty, we were upset and tired that the bed was not brought up. We expressed that to the night manager and he said we were not getting one. No apology, no service, no explanation. The lack of communication and problem solving skills of the night manager was appalling. All management should be sent to leadership classes to be able to communicate effectively. Also, there is no assistance with your luggage. No one to even hold the door open for you. We even asked for a luggage cart and was told there is not one we can use. The restaurant on site not staffed appropriately. We watched people sit down and leave without service around 1:30pm, that sat during lunch hour. 90 dollar lunch for 2 adults and 1 child should come with exceptional service. Choose a different hotel if you want your needs met. ( The valet staff and company was awesome: but they are not employed by the hotel.) We will not return. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Smelly Rooms, Front Desk Employee Humiliated Us

Mar 10th, 2020

Disastrous overnight stay at this downtown Detroit hotel after a long, tiring drive from Toronto. The first room we were given smelled of (pet?) urine. We tried to discretely let the man at the front desk know about the smell, but he pretended that he couldn’t hear us, so we were forced to speak up so the other guests checking in were made to overhear our problem with the room. The same man gives us a different room directly above the room with the urine odor (829 then 929). Both rooms were situated at the far end of a hallway right next to a room labeled “housekeeping”. At this point we are feeling discriminated against, because why put someone directly above a room with a known odor issue? We walk into the replacement room and immediately are greeted with what smelled like tobacco and marijuana smoke that someone tried to cover up. Neither my wife or myself smoke or drink, so the smell was very overwhelming. While calling down to the front desk for a second time, I noticed that the overall condition of the room was quite shabby and not befitting of a 4-star establishment. One thing in particular that caught my attention was the office chair with rips and tears in the fabric. I was in so much disbelief that took a photo of it. After waiting for several minutes on hold, we were told that Guest Services could not get in touch with the front desk. They simply wouldn’t pick up the phone. We were forced to go back downstairs for a second time in hopes of receiving a decent room. While in the elevator to the lobby another disgusting smell was present, this one was akin to bad human hygiene and was completely overwhelming. Glancing around the elevator it was blatantly obvious that surfaces were not being wiped down properly and there was also tons of chewing gum ground into the carpet. Undeterred, we continued onward to the front desk. At this point it’s after 9pm and we’ve just wasted over an hour of our time. We are tired from the road and need to get rest as we had more driving to do the following morning. We were forced to deal with the same front desk attendant that previously had treated us in a rude manner. He mocked our complaints and stated that if we didn’t like it we should leave. He claimed that the smells we are talking about was “white tea” and that it’s a “brand trademark” to have these smells. He stated that we must be allergic to white tea and that all of this was our problem and not his. I was so taken aback and embarrassed by the way we were treated. It was truly humiliating for him to insinuate that we were making this whole thing up in order to “get an upgraded room on a higher floor.” I told him that I could not care less what floor we were on, we just want a room that doesn’t smell like a drunken houseparty. We had just spent 3 days at the Omni hotel in downtown Toronto and had no problems whatsoever. In fact, my wife and I travel frequently all over the world and this was the first time we’ve ever needed to request a room change. For your front desk clerk to accuse us of trying to lie in order to get on a higher floor is prosperous. Detroit doesn’t even have a decent enough skyline to warrant a room with a view! I can safely say that as a result of the way my wife and I were treated we will be avoiding the Omni hotel at all costs. Please train your staff on how to properly deal with dissatisfied customers or I’m afraid you will lose even more business. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Beautiful hotel, basic rooms

Mar 6th, 2020

This is the go-to in Downtown Detroit. Rooms start around $200 and can get up to $400 and beyond, even during the week, depending on conferences in town. The renovation is beautiful; the ballroom spaces are great for events, both restaurants are good, Starbucks, a gym, etc. Everything you need. The rooms are very basic, though. TRIPADVISOR.COM USER 

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