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Reviewed 13 April 2015

This is my second of four days here. Here are the first day problems: Wasn`t told my room would not be ready until almost 3:30pm. The AC turns off when the room is empty & my AC wasn`t working properly.It was uncomfortably warm all the time- didn`t sleep well because of the temperature. Otherwise, the room was nice with balcony. I paid the resort fee upon check-in but didn`t have internet access for two days- this was a problem because I couldn`t find good restaurants. Everything in the room was high-tech- couldn`t get clock to work. Service everywhere was excellent but I had a hard time understanding their accent. I anticipate a problem with the pool although I haven`t been there yet.

Room tip: High floor overlooking golf course.
Date of stay: April 2015
  • Trip type: Travelled solo
    • Value
    • Rooms
    • Service
Thank Patty M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WestinKierland, Guest Relations Manager at The Westin Kierland Resort & Spa, responded to this reviewResponded 22 April 2015

Dear Patty,

Thank you for your recent review. We appreciate your feedback. We hope to have the pleasure of welcoming you back to our Resort again.

Sincerely,
Amanda Gow
Guest Services Ambassador
The Westin Kierland Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 April 2015

I recently stayed at this resort for 4 days and found nothing to complain about. I seldom fall asleep, without aid, on my first night's lodging in a commercial property, but I had absolutely no problem getting a restful sleep my first night as well the subsequent nights of my stay. Amenities were good, staff was helpful and customer friendly, housekeeping and wait staff efficient and responsive and food was pretty good, though I dined off the premises most of my stay. The view of the Golf Course and the mountains, from the balcony of my room, was breath taking. The one complaint I have was the "package" offer from Starwoods that had to be claimed before departing the resort. I would have loved to take advantage of this offer, however, the message was left on my last full night's stay and I was visiting my brother who has lived in Phoenix for almost 50 years and did not return to the resort until AFTER 9:00 at which time the concierge was closed. My suggestion would be to make the offer earlier in the guests' stay to allow the opportunity to take advantage of the offer. Thank you Westin Kierland Resort and Spa, management and staff!

Room tip: To take advantage of the spectacular views, request a higher floor (7-11); also request room away from elevators and ice machines!
Date of stay: April 2015
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank 81314Marche
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WestinKierland, Guest Relations Manager at The Westin Kierland Resort & Spa, responded to this reviewResponded 18 April 2015

Dear Guest,

Thank you for your recent review. We are thrilled to hear you had a restful stay during your visit to our Resort. We are ecstatic to hear you enjoyed our beautiful grounds and our breathtaking views. We appreciate your feedback about the Starwood package and will be sharing your information with our management team. We hope to have the pleasure of welcoming you back to our Resort again.

Sincerely,

Amanda Gow
Guest Services Ambassador
The Westin Kierland Resort & Spa

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Reviewed 11 April 2015 via mobile

Loved our 4th straight spring break at the Westin Kierland. With kids from ages 6 to 14 we continue to love that there is something for every one every day. I travel a ton for work and this Westin really stands out for their exceptional service. First class place and we will come again for sure

Date of stay: April 2015
Trip type: Travelled with family
Thank GoDucks91
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WestinKierland, Guest Relations Manager at The Westin Kierland Resort & Spa, responded to this reviewResponded 18 April 2015

Dear Guest,

Thank you for your loyalty to Westin Kierland! We are ecstatic to hear that you and your family had a great time during your recent stay. We look forward to having the pleasure of welcoming you back to our Resort again in the future.

Best Wishes,

Amanda Gow
Guest Services Ambassador
The Westin Kierland Resort & Spa

Best Wishes,
Amanda Gow
Guest Services Ambassador
The Westin Kierland Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 April 2015

The Westin Kierland has a lot going for it, and the bottom line to any review is, "Would I stay here again?" and "Would I recommend it to a friend?" The answer to both questions is yes. However, I will be critical and share some areas that do need improving if this property were to be considered a 5-star resort. I have a background in Hospitality, and I do travel extensively, so I'm always mentally reviewing the places I visit.

The booking process was smooth and we used points. About a week or two out, being SPG Gold members, we were contacted through email by a Westin Experience Specialist. She inquired if there was anything she could take care of for us in advance - extra pillows, special amenities, etc., as well as what time we were arriving. Since she asked, I replied that were stuck with very early flights and would be arriving at the hotel by 10:30am.

Here's where it gets ugly. We did get to the Westin at 10:30. We were told our room was .not ready, but that it WAS vacant. Not a problem. We left our cell number, explored the resort, had a nice lunch, and checked back about 1:00. Still not ready. We walked over to Kierland Commons, did some shopping and checked back again at 3:00.... Not ready. 4:00.... Not ready. Finally, at 4:30, we get our room. The front Desk lets the Bell Stand know to bring up our luggage. We wait 15 minutes, 25 minutes, 40 minutes. Finally, because we need to start getting ready for dinner, my husband goes down to get the luggage himself.

Now, I know the stated check-in time is 4:00. Fine. But why did the "Westin Experience Specialist" ask me about my arrival time if she intended to do nothing about it? At the point that I responded and said 10:30 arrival, my reservation should've been flagged, so that "IF" there were vacant rooms, our check-in could have been expedited. As it turned out, my room WAS empty. Not once the whole day did anyone at the Front Desk call down to Housekeeping and say, "Hey, the Gold Member guests for room 1234 have checked in. Can we get that room serviced?" Definitely a breakdown in the process. We wound up waiting 6 hours to get a room, and nearly another hour to get our luggage, so Day 1 of vacation was lost. Kudos here to Douglass, who actually tried to resolve our issue.

The overall response I got to my frustration was that they were unprepared for all the guests checking in. Thats nonsense. The hotel has forecasts 3 months out, 1 month out, 2 weeks out, 3 days out, etc. There is no excuse to be caught off guard, or understaffed.

My second issue here was the main pool. It is fenced and gated, and opens at 9:00am. Every morning people stated lining up sometimes as early as 7:30am. Why is it gated? At the Maui Westin Resort (which I use as a comparison), there is no gate around any of the pools. People start filling in when they start filling in. I felt that the fence and gated entrance almost created a self-fulfilling prophecy type of situation. If you walked by the pool and saw people lined up at 8:30, you think to yourself, "I'd better make sure I'm in line tomorrow morning." Then the next morning, there's three times as many people. Then the next morning, there's double that amount, and they're down there even earlier! Luckily, my daughters are 18 and 19, so we were able to use the adult pool the whole time. But again, it detracted from the overall experience of our stay.

Some positives.... the Food and Beverage Department was fantastic! They went out of their way to accommodate my daughter's Celiac issue, they kept in touch with me throughout our stay, and were always hospitable, professional, and well prepared. A special shout-out to Jeff Barba, Mark Anderson, Giovanni (Deseo) and our bartender Jeremy (Deseo).

The resort is extremely well-maintained, beautiful and peaceful. The Lobby area was lovely and spacious - always nice to come back to at the end of the day for a night-cap or coffee. We also enjoyed meeting Highlander, Matt :)

So there you have it.

Date of stay: March 2015
  • Trip type: Travelled with family
    • Value
    • Cleanliness
    • Service
3  Thank Dina M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WestinKierland, Guest Relations Manager at The Westin Kierland Resort & Spa, responded to this reviewResponded 18 April 2015

Dear Guest,

Thank you for sharing details about your recent stay with us. We are pleased to hear that you and your family enjoyed our beautiful and spacious Resort during the spring season. We are happy to read that we were able to accommodate your daughter's Celiac issue and that you and your family enjoyed your visit with our Scotch Ambassador. However, we would like to apologize for the difficulties you encountered. Our team aims to provide our guests with an environment that is conducive for a relaxing and enjoyable vacation – even over the uncommonly busy spring break period - and we regret that your stay did not meet your, or our, high expectations. Your feedback has been shared with the appropriate teams and our management staff so we can address each of the areas that you have highlighted. We look forward to having the pleasure of welcoming you back to our Resort again in the future.

Sincerely,

Amanda Gow
Guest Services Ambassador
The Westin Kierland Resort & Spa.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 April 2015

Everything broken from cable to bed to bathroom plumbing. Dirty. Hours on phone trying to work out an alternative to no avail. My family and I looked forward to this trip for months and are now struggling to find accommodations at a real hotel

Room tip: Stay away altogether.
Date of stay: April 2015
  • Trip type: Travelled with family
    • Location
    • Rooms
    • Service
5  Thank Simon12165
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
WestinKierland, General Manager at The Westin Kierland Resort & Spa, responded to this reviewResponded 18 April 2015

Dear Simon,

Thank you for taking the time to share details about your recent stay with us. We sincerely apologize for the challenges you and your family experienced. Your feedback has been shared with the appropriate teams and our management staff so we can address your hotel room conditions. At your earliest convenience, would you please email your reservation details to us at tripadvisor@kierlandresort.com so a member of our management team can follow up with you directly.

Sincerely,
Brian Montalbano
Resort Manager
The Westin Kierland Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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