The Westin London City

2Poor

Julia, Jun 2023

The location of the hotel was what drew me to book here and it worked out fabulously. However, the service, with the exception of the restaurant and bar staff was terrible. I had booked a room for a night in advance so I could get some sleep before my early meetings right after coming off of an overnight flight. When checking-in a quiet room was requested. To my dismay the room I received was on the floor that was being cleaned by housekeeping right during the time I was trying to get a little more sleep before the late morning and afternoon meetings, i.e. 8:30 - 11 am. Housekeeping let the doors fall shut and made an inordinate amount of noise, yelling down the hallway, etc. I travel a lot for work and I have never witnessed such a commotion in the mornings. When I complained to the reception staff and the manager I was told nothing could be done as the hotel was at capacity. Returning to my hotel room after my meetings I was unexpectedly greeted with a box of chocolates and a note from the day manager stating that I was being moved the next day to avoid any further hiccups. The next morning I approached reception staff and asked if the move could happen at the end of the day, as I was stuck in all day meetings. Unfortunately the reception staff was not aware of the move. The move never happened. On my last day, when checking out at 4 am, I was informed that the main hotel entrance was closed, due to a burst pipe and that I would need to use the back alley to exit the hotel and wait for my taxi there. At 4 am in the morning with a city that is still largely asleep this was not the comfort I was expecting nor did it make me feel safe. Lastly, upon checkout when I voiced my concerns regarding the noise, lack of cleaning of my room on the first day, despite leaving at 11 am and requesting the room be cleaned, as well as the other events described above, I was told a manager would reach out to me. It has been 5 days and I have not heard anything from the hotel. Overall one of the worst experiences I've had in a London hotel in the last 5 years. Cannot recommend staying here.

4Mediocre

Gillian, Mar 2023

I stayed here for work so the location is the main attraction for me . It is a new hotel so everything is clean and modern . The rooms are dark and fairly small . I have stayed a few times and been upgraded but there is no difference in the rooms so you may as well take the lowest rate . There is only one restaurant where the menu never changes . A very nice cocktail bar overlooking the Thames is a nice place to end your day . The staff seems to be biggst issue . No one really cares and frequently observe disagreements and irritation between them . The spa is small but decent . Good size pool and workout room