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at the The Westin Philadelphia
At the Weston, it’s people make the stay
Feb 21st, 2020
Yes, the Westin is under renovation as it is the Winter Season when most hotels do their updating. However, we were upgraded to a suite as work is only done during work hours Mon-Friday. Once there, the employees take car of you! Kaci, the doorman, knows and helps with everything! Need to know where to eat, drink, walk, visit....ask Kaci. Early ride to the airport, DONE! If it is one of those nights and you need a drink before bed, see Bernie is the bar. Helpful, knowledgeable and attentive when necessary. This is our tenth trip to the City, the Staff here made a chilly weekend, great! TRIPADVISOR.COM USER
...you can find better options.
Feb 20th, 2020
Right now, not the best hotel, but not the worst either. Installations are ok, and yes, is very true, there is a major construction going on. The room was very clean; only one concern; i opened a pack of M&Ms and it was expired, i called the operator, report the incident and they told me that they were going to pick up the package. Waited for 45 mins and nothing. I went to lobby with the M&Ms, explained the situation, and they told that since I opened, i will get charged. You can imagine my face when i heard that. They spoke with the manager and they told me that will remove the charge from my bill...let’s see. Bottom line; find better options and please avoid this place. I walk around and there’s more hotels. DO I RECOMMEND THIS PLACE: NO. TRIPADVISOR.COM USER
So disappointing- does not qualify as a 4 star hotel
Feb 17th, 2020
BEWARE POOR SERVICE: I have contacted the Westin Philadelphia twice within 48 hours regarding 2 extraneous “refreshment center” charges on my bill; I left 2 messages, and my call has not been returned. Upon check out, no staff asked about my stay, offered to show me my bill, and the valet was so rude. THE HOTEL IS UNDER CONSTRUCTION, and unlike most Marriott hotels, this is not indicated on the reservation information. This Westin is not worthy of a 4 star rating, regardless of the construction that’s ongoing, for the following reasons - the requests I made for “additional items” via the Marriott app were not completed by the hotel staff. I phoned upon arrival to make the requests again, and when the staff arrived, they forget 1/3rd of my requests. - the room was not supplied with normal supplies, including but not limited to slippers, cotton swab-cotton ball-nail file kit, enough toiletries and towels for 2 people, which is what my reservation was for. - the previous guest left personal items in the minibar (milk) and it had gone off. - there was heavy construction above us before 10am each weekend day. We know other guest were bothered because when we called service express, they said other guests had also called about the disturbance. - water and complimentary coffee were not (sufficiently) stocked, either ran out before 4pm each day or was not stocked at all. These are basic features of a 4 star hotel, and the Westin is preferred by customers because we expect these features, supplies, compliments. - the room service was appalling! The club sandwich and au jus arrived cold and soggy (bread), and the cheesecake had been in the refrigerator so long that the crust went soft when it was supposed to be crunchy cookie. -the room was falling apart - handles off dressers, door stops hanging off, rust in bathroom, etc I love Westins, but this one is not worth your time or money. There are plenty of nice hotels in the area. IHG is offering 15% of stays, including the Kimpton very near the Westin Philadelphia, for stays through April 30, 2020. I suggest that instead, even if you love Westin. They are going downhill since being purchased by Marriott. TRIPADVISOR.COM USER
Room broken into at the Westin Philadelphia - AVOID THIS HOTEL!
Feb 4th, 2020
My boyfriend and I stayed at the Westin Philadelphia the weekend after Christmas for two nights, and our room was broken into (room 802, next to the elevators). We realized it a couple hours after we returned to our room that day after receiving a notification from my credit card company that my card had been used at a few stores in the area. I hadn't actually taken that credit card out of the hotel room at any point, so we checked through the rest of our stuff and realized that my boyfriend's laptop had also been taken. I am shocked at how the Westin staff and Marriott corporate has handled this situation over the last month. At no time has the fact that our room was broken into actually been addressed. It took weeks of follow-ups, phone calls, and emails to get any kind of response from anyone, which was ultimately that they will not be able to help us. We immediately reported the theft to the hotel staff, and after about 15-20 minutes, a security officer and the Assistant Front Desk Manager, Christopher Fries, came to our room to take a report. He let us know that we could speak further with Karim Ware, the Director of Guest Services, the next morning. Throughout our entire experience with Karim, he was flippant and unprofessional, and clearly had no interest in, concern about or sense of urgency with this entire situation. Each time we followed up with him for an update, we were told that he would be getting in touch with us after a few more days. Each time, we didn't hear back from him so we again had to follow up. We were also told that Westin would be conducting their own investigation into what happened, and although we've asked multiple times for the outcome of this investigation and for surveillance footage, our requests were ignored. I also emailed Marriott corporate about this, and about two weeks later I received a response from Debra Camperud, a Corporate Liaison of Consumer Affairs, with the frankly laughable excuse that the hotel is simply not responsible for thefts, and that was it. Again, my request to have the outcome of their investigation was completely ignored. The morning after the incident, Karim said that he ran a report of the electronic key card activity for our room and that our door was actually left open while we were out. I find this extremely difficult to believe. I work in the travel industry and travel quite often through the US and South America, and it is engrained in my travel habits (especially in cities) to close the door tightly behind me. We also were sure to place the Do Not Disturb sign on the door before we left, because we didn't want housekeeping to enter, and since a housekeeper was right outside our door when we left, we checked the sign and the door again before leaving. Karim also told us our door was ajar again later in the evening, when we were in the room and had already called security to report the theft. I was there looking at the closed door waiting for them to arrive, so if the door was ajar, it is very obviously a problem with the door not functioning properly. Chris, the first manager, also commented to us that our door, when closed, seemed off - like there was more of a gap in the door than there should be. I can only assume at this point that this was an inside job, that an employee of the Westin knows that their doors are faulty and took advantage. You need a key to get to the 8th floor, and what's more interesting is that my credit card was taken out of my wallet and the laptop was taken out of a bag, and both were closed back up and put back where they were. Whoever did it clearly wanted to be very subtle and didn't want us to immediately notice that anything was missing. I don't know if the staff at Westin is trying to protect someone or what, but the complete lack of concern on Karim and Debra's part is just unbelievable. TRIPADVISOR.COM USER
Check Your credit card
Jan 16th, 2020
They hold money for incidentals. They have held 150.00 for 4 days so far. Spoke to several supervisors and they are all rude. They cannot keep their stories straight and I am still waiting for the return of my money. TRIPADVISOR.COM USER
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