Multi-year Titanium Elite here. Spent 4 nights here over the holiday when there were very few other guests. The common areas are nice, employees were great, but my experience overall was far below brand specs. My worst stay of the year and closer to an...
Read MoreMulti-year Titanium Elite here. Spent 4 nights here over the holiday when there were very few other guests. The common areas are nice, employees were great, but my experience overall was far below brand specs. My worst stay of the year and closer to an Expedia nightmare even if it was generally made up for on paper. I booked a Deluxe room and their system showed I booked a Traditional room so I later found out I was "upgraded" to a Deluxe (room 600) which unfortunately had both HVAC problems and a mattress in dire need of replacing even if it's only a year old. Sweating instead of sleeping for the second night, I was moved to 604 at 2am where the thermostat stayed off to be safe. The next night it was found this other thermostat was broken and swapped out by maintenance at 10pm on 12/24, he was a star in every way and salvaged the rest of the stay while confirming room 600's system is broken.
Gotta love that upgrade, eh? The mattress here was to Westin standard and the rest of the stay was decent, but the HVAC was still flaky and didn't keep anywhere near a consistent temperature even with a different thermostat. At least it wasn't pushing out heat the whole time, sleep was possible and I had no interest in moving all my holiday and work stuff another time just to spin the wheel again.
In what world does a Titanium Elite member just barely land a "decent" stay a Westin during a holiday week with very low occupancy? Georgetown, no less. Short of a solid refresh and a worthy upgrade (or just like any upgrade), I'd have to pass on this hotel every time. Just a month ago, another Westin (not here but also DC) bumped me to a presidential suite despite having much higher occupancy. I didn't bother the staff about a thing, and I never expect the same but come on. This was the exact opposite side of the same spectrum.
Other details about the hotel and stay:
It's in a good location, a quick walk into Georgetown or to transit options. Rooms are clean and spacious. Guests need to ask for a fridge since what's there is the mini-bar with sensors so they can automatically charge you if any drink or food is just moved even along the counter top. Not an uncommon setup, and these (among other fees charged higher than set in the reservation) were taken care of by the staff without contest, yet it's a burden to have to bring it up--especially as other reviews mention it. On that note, the newest exercise equipment needs loaned ("for a nominal fee") while the massage gun station within the gym is so old and neither gun works. Fluorescent lights, old loud treadmills and cable machines that could use some maintenance. Again, come on. On a positive note, the elite credits for breakfast were easy to use and the staff there was spot in every time. And the cider station was a nice touch, especially with the cold that week.
I didn't catch enough names but I do want to shout that Nicholas heard my airing of grievances at checkout and took care of the remaining billing errors and then some to make up for some mistakes in their system. He's a champ, listened well, and provided an agreeable resolution to keep balance for all parties. He ended the trip on a better note, and I'll reiterate that all the staff was kind, professional, and as accommodating as could be within their realm of responsibility.
Rooms: 2
Service: 4
Location: 5
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