Staying here our last night made our 6AM departure a little bit easier!!! Returned the rental car the night before and then just walked into the terminal at 4:45AM to check in!! Staff was very nice and helpful. But I got on the plane and noticed I had one earring. Oh, no!! So I contacted the hotel and my earring was retrieved. They use a service called I left my stuff which was really super!!! In just a few days, I had my earring!! Thanks Westin for your help!!
We were at Denver airport due to Southwest airlines computer glitch on June 15th. Due to major system issue our original flight got canceled and we were re routed to Denver. Then our connecting flight from Denver got canceled around 9 pm. Having a family with me and the fact that we were stranded at airports since morning, I decided to find a room close by. I booked at Embassy suites and was about to head to catch their shuttle but the airline customer care agent gave us a paper with barcode to book a room at Westin which is connected to terminal. She saw my wife was limping due to severe arthritis in her both knees and recommended us to go to Westin so she don't have to walk a lot. I canceled Embassy Suites reservation. I scanned the barcode she gave me and found all room types available at Westin. I called the desk and spoke to a friendly guy to confirm the availability. The hotel was connected to terminal so we just went straight to reception. I showed the lady about the paper given to us by airline and the barcode. To my surprise she said she can not honor that rate because their prices are $499 plus tax now!! I refreshed the screen on my phone in front of her again and again and asked her why we have to pay almost the double and she said she just can not honor that price. Let me tell you, it was WESTIN Denver on my app and it was a legit price. They just wanted to take advantage of the situation knowing people are stranded at the airport. Southwest airline outage was in news all over so they knew about it and bumped the prices up. I understand hotels and airlines all do that in situation of major events But I was showing her the price on my phone, refreshing the page and that was their own hotel page, how can they not honor it? I still don't get it. The lady and all staff were friendly, they were probably just following what they were told by higher management. But it was not right and was very disappointing. Anyway, I had a family to take care of and my wife has severe Arthritis, she already had a rough day of delayed and canceled flights since morning, so I just paid whatever they quoted. Now coming to the room, it was very average. One of the bed had black crumbles and hair so we used our own bed sheet which we had with us during travel. Due to covid and my son is still not protected with vaccine, we carried few sheets with us during our vacation which came handy here. It didn't seem like the shower curtain was washed. Beds and pillows were extremely uncomfortable that i woke up with bad back pain. Now the good part, their restaurant. Excellent servers, very accommodating and food was delicious too. We had our dinner, spent some time outside between the terminal and hotel lobby area, and went back to room. Overall i would not recommend this property because it was a disappointing experience. Although staff was friendly and restaurant was good, I would rather go to other close by Hilton or Marriott properties for a clean comfortable room. This property has the advantage of being at the airport and connected to the terminal but they don't even honor their own brand price. Room condition and cleanliness was average too, nothing exceptional. I usually do not leave bad reviews considering things happen and everyone deserves a second chance but this one was needed. Oh and the night shift lady who checked us out needs to be more courteous, she just said you are all set and upon asking for receipt, she said it will come on my email. But she was not interested in asking about the stay or such. I told her bye and thank you :) Just a little polishing and friendliness would help like the evening staff did. Thanks…
Bad for the Westin brand. Worst checkin experience I can remember. After 24 hours of flying and a misconnect stranding me in Denver this team of three young ladies at 1 am at the front desk laughed out loud in unison when I suggested that for a $500 room rate for one night it would be helpful to have someone help with 4 pieces of luggage. I guess there was a magic number to call from the terminal? And then I still had to wrangle my luggage myself. A price gouge and a service failure at the same time. Terrible. #bonvoyfail
For $400+ per night here is what the weary business traveler gets. A room with a view of the roof= of the airport, not the mountains. A risible restaurant that has a 30-minute wait and will not take reservations. They get away with this because they think that there are no other options. I'd rather have a $40 cab ride than stay here again.
Customer service was very poor. Staff rely completely on the computer system and can not help if that system tells them so. I will stay away from this hotel in the future. We booked a room for a Thursday and Friday night. They had availability on Wednesday but would not work with us to move our dates up one night (they had availability, the price was the same and we were willing to pay a change fee). This was 7 days in advance. The customer service group was very apologetic about it but their hands were tied because the computer system did not allow it.