|Address:||1500 Town Center, Southfield, MI 48075, USA|
I came to the Weston to relax for the weekend with my girlfriend and another couple who would be staying in a separate room. The staff was courteous upon arrival and quick to handle any requests we had to the front desk (ice bucket for wine, towels, etc.) When booking the room we were told the restaurant kept late hours and a concierge would be available poolside through the evening hours to take drink orders, and the pool would be adults only after 10. The plan was to have dinner and drinks at the restaurant and lounge before having a relaxing swim and soak. We arrived at the hotel lounge at 8 to be told the restaurant was closed but we could eat at the bar. The corner was open with 4 chairs which would be conversation friendly so my party took the corner and we had dinner and drinks (Mind you at a very considerable markup, even for hotel lounge prices). After dinner, we went to our rooms to change and head to the pool. Just before 10 we arrived to a pool and hot tub full of children, which is to be expected due to it being the pool but theyd be prohibited In a short amount of time so we started to get situated. No concierge at the pool and no one to enforce the no children policy once ten rolled around. Hot tub was far too hot to enjoy, and trust me I like them hot. After 10:30 our party left the pool because it was just too hard to relax and walking across the hotel wet to keep get drinks was far from appealing. After retiring to our clearly mistreated, battered rooms, we had a good nights sleep in the "heavenly bed". Once morning came, our party returned to the restaurant where we hoped a good breakfast would help us all feel better before we left, but the overpriced meal was hardly edible due to the abysmal quality. All in all, We were really underwhelmed with the experience, even though we had high hopes going in. After leaving, the experience was again worsened by the buffer on our incidentals north of 50% on top of our final itemized bills. I was told "not to worry, that money will come back to your card within 5 to 7 business days". No mention of this was made to me at checkout, but I do check my bank statements, which had me inquiring about the difference from the bill. I will not be returning to the Westin Southfield Detroit.
This is an okay hotel. Definitely not up to Westin standards. Its somewhat run-down. Parking isnt really convenient and the parking garage is dingy and under construction, with no directional signs and closed ramps. The carpet smelled old and was visibly stained coming in. Reception staff was nice but didnt point out any amenities on check-in. The executive king suite was ok. It was on the small side, and while the air conditioning had to constantly be running, it was still hot in the room, even though it was only 65-70° outside during my stay. Bathroom was ok but no ventilation fan. Mattress pad was lumpy and felt very old. There was a mini bar menu but it was empty and the shelves were falling out. We sat at the bar for drinks and dinner Sunday night. The bartender couldnt get the beers to pour properly out of the tap so he poured the foam into a metal mixer and back into the glasses to get it to settle, then used water from the soda gun to clean the outsides of the glasses before serving us the flat beer. That combined with the smell of years of food industry on old carpet lingering in the air prompted us to go elsewhere for dinner. If a bartender would do that right in front of you, who knows what they do in the kitchen. The fire alarm went off around 530am on the checkout day of my stay. From other reviews Ive read this isnt an isolated incident and probably has to do with the renovation, or some issue they clearly continue to have. We had to exit from the 9th floor down the stairwell, and it wasnt pleasant. Also, the elevators are very slow here. When youre on a higher floor, and parking is inconvenient, coming and going at this hotel is an extra 10 minute adventure each time. For my money, the Troy area has been a much better option. I cant say this hotel is terrible, but I certainly wouldnt stay here again.
The service was mostly terrible. My husband and I booked the room because we were going to be in town for a concert. We checked in at 4:30pm. We went to the room to check the cleanliness...all checked out ok less a pair or dirty balled up panties in a dresser drawer. We made plans to have it removed, but never got around to it due to the chaos that ensued after. We went down to our car to grab our bags. When we got back to our room, our keys wouldnt work. We lugged our bags back down to the front desk and we were told that the keys we deactivated because we kept them too close to our cell phones. We got new keys, went back to the room, but the new keys still didnt work. My husband went back down while I waited to outside the room. He asked for a new room, but got a third set of keys instead. Low and behold, those keys didnt work either. Maintenance came, manually unlocked our door with a contraption so I could get my purse with the concert tickets. We were super late to the show, which makes me that much more angry... cause that whole ordeal took an hour and a half. We were told that when we got back, all we would have to do is get a new set of keys from the front desk because they needed to change the battery and reprogram the door. We got back at around 12:30/1:00 am explain our situation to the front desk, they had no idea what we were talking about... gave us new keys. Low and behold the new keys didnt work. It wasnt until then, that they were willing to give us a new room.. we didnt take it. We opted to drive the 3 hours home, instead. Never did get to tell them about the dirty panties...
I am totally and completely unsatisfied with the management at this establishment. If I could give them zero stars, I would in a heartbeat. Long story, short, I called to have my original reservation modified. Although the reservation was successfully changed, I was STILL charged a no-show fee for the night I had cancelled. I spoke to the manager on duty, Leah, and was informed that the amount had been refunded (just got off the phone with Chase and found out that was a lie). Upon check-in, I was assisted by Kayla who was helpful in the situation and offered us breakfast vouchers and $100 comp on the room (pretty sweet deal, or so I thought)... Fast forward to check-out, I sent my boyfriend to satisfy the bill (never send a man to do a womans job) to which he came back and confirmed that everything was all good (except it wasnt). Today I just found out that we had been charged the entire cost of the room, without any compensation. I called again and spoke to the incredibly rude manager on duty, Doug, who talked to me disrespectfully and informed me there was nothing he could do to help me besides transfer me to the voicemail of the Director of Operations. Oh really, Doug? As a member of management, theres NOTHING you can do to resolve an issue completely caused by your team? I think I know someone who can... So, I called corporate who opened a pending investigation with the hotel. I am now waiting to hear back from Westin within 5 days while ALL of the money they took from us is in limbo. Great experience! I could soo do this every f***ing weekend! Thanks Westin Southfield Detroit Team!