Overall poor service and upkeep interspersed with a few bright interactions with the team. My girlfriend and I were in town for New Years. As an ambassador member, I stay over 100 nights in hotels each year and this was the WORST stay I've had in recent memory and it's driven me to right my first TA review. Here's the play by play: -Upon arrival at 9pm on 12/29, I found the lobby and check in area completely empty (keep in mind that the Grizzlies were playing across the street, this was NYE weekend, and the hotel was sold out). I waited five minutes at the lobby desk with no other customers around. There was simply no one attending the desk. When someone did poke his head out and saw me, he rolled his eyes and said “well I guess there goes my break” - that's always a great way to start a stay. -This same front desk agent did not explain anything about the hotel or services and didn’t understand the elite breakfast that was available (although signs explaining the breakfast benefit were posted on the check in desk!) It took four requests on my part to get the appropriate vouchers for breakfast - when I checked out, the breakfast charges were still on my bill and there was no notation that I had selected breakfast or that I was eligible for it as an ambassador member. The charges were eventually removed, but through a time consuming process as I was checking out. -The first room that was assigned smelled musty and like stale cigarette smoke. I called down to the office and a very engaging clerk said that she would get me a new room right away. I wish I had been able to interact more with her as she seemed much more knowledgeable and outgoing than the agents working the desk. I headed downstairs and another gentleman was at the front desk, handed me the keys and said "that's not a great first impression" and apologized for the first room. Sometimes things happen, I get that. Hotels are not perfect, but it's how you recover from service missteps that are truly the mark of a great property. I hoped the rest of my stay would be smooth, unfortunately that was not to be the case. -Second room was okay, but the mini bar was not checked / cleaned after last guest. An opened package of Costco bacon was left in the mini bar, which fell out and took a can of beer with it, which triggered the automatic sensor in the minibar to charge me erroneously. So much for a Marriott's “commitment to clean”. The mini bar charge was removed at checkout. -Front Desk told me that room service was available until 10 PM. I called at 9:45pm and was placed on hold for five minutes and then told that they had taken their last order for the evening at 9:45pm. -Upon picking up my car from valet parking on the second day of my stay, I noticed that my car had been damaged. The valet team did not seem to have a process to handle this although multiple attendants called a "manager" via phone for guidance. I provided my contact information 3 times during my stay and still (5 days later) have yet to get a response regarding my car. Again, no one really seemed to care from the valet team. The parking charges were removed at check out, but I still have no word from Laz parking on the status of my damage claim. -The property does not provide housekeeping service automatically, but offers it on request. This probably should have been communicated during check in, but I figured it out for myself on the second day. I had asked for housekeeping starting on day two and did not receive it until day three (and another conversation with the front desk). -Housekeeping did not replace cups, coffee, towels, etc. -This property uses the large communal pump bottles for shampoo, conditioner, and body wash. Upon arrival in the second room, we noticed that the floor in the shower was wet and a large amount of white substance on the shower floor - I assume this was conditioner, but it makes me question how thoroughly the shower was cleaned in between guests. -Onsite Starbucks closed during visit. -Breakfast benefit did provide for a hearty meal and $30 credit for up to two people - many hotels are not offering this benefit at the moment. I'm glad to see this property offering a hot/hearty meal to start the day. -While the outside of the hotel looks shiny and new, the rooms are dated and our bathroom had badly peeling wallpaper, bubbling paint, and black residue in the shower and tub. -At one point a wet towel was left on the floor of the main elevator lobby for roughly 24 hours. On a positive note, upon checking out, I left two items hanging in the closet. Within 10 minutes of me leaving the hotel, the front desk manager had called to alert me about the items and I had them back in hand within 20 minutes - shout out to housekeeping and the front desk manager for making that happen! While a couple of teammates had smiles and seemed to care about guests, there were simply too many miscommunications, missteps, and lack of service. Does not seem up to Westin standards.…
Part of the issue was COVID. Getting clean towels became a joke for our group that we joined there. We were there for 5 nights and NEVER got the beds changed. Most of the staff were very friendly and helpful. Room was ok but not special especially for cost. View was of the adjoining roof of the building. It is well located. Only a block or two from Beale Street and across from a museum.
Vinny saved our trip! We were originally slated to stay at another property close by, and it was less than ideal. We called the Westin and they were able to get us in- wow did that change our trip! We can not thank vinny enough for taking the call, getting our reservation situated and ensuring our time in Memphis was exactly what we wanted! (We’re celebrating my husbands birthday & traveling to OKC to get a french bulldog!) Of course, it’s a Westin and checked all of the other boxes, wellness center, cleanliness and great food options. Thank you so much!
I understand its hard to find help during covid, and the employees were all very nice here. But our room which was upgraded was odd and outdated. I tried to order room service when we arrived, but no one answered the phone for a half hour. The next day was hungry at 3pm but room service is closed from 1:30-4. The final straw was NO INTERNET service. I had work to do and dragged my computer with me on my trip, but alas no service, even after the desk clerk helped to connect me, it just did not work. We have stayed at many many many Westins, and this simply is the worst one.
The Westin is a block from Beale Street and just a couple of blocks from Main St. so it is very convenient. The lobby area is lovely and the staff was very helpful. There is free coffee in the lobby, which we appreciated. Our room was spacious and nicely appointed. There were a couple of glitches; our bathroom door was swollen from humidity and would not fully close. There was also some wallpaper that was split open. However, in general we were very pleased and appreciated the noon check-out. It’s also very close to the AAA ballpark if you are coming for a game. We recommend a nice breakfast place on Main St., Cafe Keough (between Monroe and Madison).