I booked a one night stay last minute for $200.00 and tried mobile check-in on the shuttle ride over, but it didn’t activate until about an hour after I’d already waited in line at the front desk. Fortunately, the agent was great—quick, friendly, and even gave me a snack and water which was really nice.
The next day, I had lunch at the hotel restaurant. It was nearly empty, but I was still told I couldn’t sit in a booth I ordered a burger and coffee (bold move, I know), but no water was offered, and the server seemed mildly annoyed I was there. The loud music gave more “pool party” than peaceful lunch in addition the manager on speaker phone at the bar.
The shuttle’s A/C wasn’t working properly. According to the driver, it “doesn’t really cool off the people in the back,” so he rolled the windows down.
It also took several calls to reach the front desk for basic info when I arrived at the airport. I get that staffing is lighter late at night, but at that point, just post clear shuttle info online or set up an automated message. It shouldn’t feel like a scavenger hunt to figure out how to get picked up.
Overall: a few nice touches, but for the price and the Westin name, I expected a more elevated experience—especially since this was meant to be a treat after 14 hours of flight delays and cancellations.