I have stayed at this beautiful resort many times since 2015. This last time was a much different experience. The rooms were not well kept, the shower head was unusable, microwaves have been removed, the hallway smelled of rotten fish, trash all over, elevators were filthy, and the pool was in much needed repair(including a light and electrical floating in the water). The staff was great but by the looks of it very understaffed. I left a survey review and requested a call back which has not happened. Overall the hotel is in need for major cleaning and updates. Their use to be the hidden gem!
So this is my first and probably last time staying in a Westin this property is lacking cleaning as you can tell from the photos. The bathroom sink drain plug was filithy and the tub spout looked as though it was going to fall off. The bathroom door handles were mismatched and the ceiling in my room looked like it had footprints on it. The lobby seating area counter covered with dust, I don’t recall seeing any housekeepers here my whole visit. The food is HIGHLY overpriced $25 for breakfast buffet with no type of resort food credit being given. No microwaves at all on the property as a way to “discourage” outside food. Well I can tell you my whole stay all I seen were people coming in with grocery bags of food as well as Uber Eats, Door dash & Grub hub dropping off food. Some of the staff was nice the two ladies I encountered checking in/out were very helpful everyone else’s was short and rude at best. I guess since I travel a lot from April- July I am used to a certain level of service and I thought it would be the same level that I receive when I stay at their competitors and boy was I wrong. Perhaps COVID is playing a role in not having enough employees to fulfill basic cleaning duties but the lobby is a common area everyone frequents so I would at least think that would be kept up.
Positives -Off the strip location and get to play a top 4 rated private course . Needs Work-Hotel needs updating , was hard to get room cleaned, bathrooms by the pool were disgusting . Staff was helpful and friendly . Glad we only stayed a few days.
I’m not a Karen but the service here was honestly not acceptable. I called for sheets and forgot to ask for comforters so when the person came to the room my friend answered and asked if they could bring some, the guy was really nice and was like oh yeah totally. We wanted to get 2 comforters but only asked for one so I decided to call and ask for 2 so they didn’t have to come back up again. The guy on the phone instantly was sassy and was like “ok sir we’ll you already called for sheets” and I’m like bruh ok I realized I wanted a comforter is that really too much to ask? (Didn’t actually say that) So I said sorry that was all i needed and the guy basically cut me off and was not nice at all. I waited another 15-20 minutes but still nothing after already waiting 20 from asking the guy who came up, so around 40 minutes and still no comforters. My cousin called them and told them we had been waiting close to an hour cause we just wanted to make sure they didn’t forget, or if there was an issue they could just let us know, and the guy said “ok sir it wasn’t an hour ago it was 15 minutes ago don’t over exaggerate” then told my cousin to “calm down” and if they don’t send any to us to not call again. :| I don’t understand why asking for comforters is too much to ask. Luckily they still did give us comforters, but I feel like if you are working for room service at a hotel you should at least not have a short temper.
We really expect more of a Westin property. Our overall impression is that the staff is doing its best but the entire property appears to be under staffed. Check in is slow with only one person handling every issue. There is no concierge—no assistance from bell staff. The rooms are large—but clearly dingy. We had visible water stains on the ceiling of our room. We never could figure out if the carpets in the halls were just filthy, threadbare, or they were supposed to look that way. We did not receive consistent housekeeping during our stay which was ok—we’re fine with saving water and not washing towels daily. We were surprised that the beds were not made daily. The restaurant is over-priced and inconsistent. One day, the granola was served with a small carafe of milk. The next day, I was served a dreary bowl with dry granola and had to ask for milk (which I was charged for.). There is just no attention to detail. We decided to forgo breakfast in the restaurant and pick up cereal/yogurt/coffee at the Cafe Marrakech. It is better food and a better deal for your money. The location of this resort is WAY outside of Las Vegas. It’s a 30 minute Uber. There is no shuttle available to take guests anywhere—so either rent a car or plan on Uber-ing everywhere if you want to do anything off of the property. We had assumed that a Westin would have amenities like these.
Let me first say that I normally stay in 2 star hotels. The bar to please me is pretty darn low. I am very unhappy with this hotel. The room was dirty when I arrived. Dark brown hair on the bathroom floor (I am blonde), a crusty filth on the light switch in the bathroom, no body wash in the shower. The mini fridge needed to be defrosted. The towels were stained, I understand that happens with white towels, but try using some bleach or buying new ones. The hairdryer was greasy and had fingerprints all over it. It’s as if the housekeeper didn’t clean any of the common touch points. You think after COVID they’d be trained better. And the room phone will not make outgoing calls. You cannot adjust the temperature in the rooms. They’re set at 64 degrees which feels downright awful when it’s a balmy 100 degrees outside. I didn’t pack for 64 degree weather and didn’t have the heavy clothes I would’ve needed to be comfortable in the room. I turned it up to 75 so it wouldn’t be so cold and it took 3 hours for it to move from 64 to 69 degrees. It would never get warmer than 69 which is much too cold for me to sleep. And the bed is abysmal. It is a cheap, soft mattress with no support. You can sit or kneel on the bed and it leaves an imprint from where your body just was for a second or two. They just moved me into another room where at least the sheet appears long enough for the bed but for the last three hours I laid in an icebox while my feet rubbed on a cheap polyester mattress pad. I travel a lot and every two star hotel I stayed in in recent years was cleaner, warmer, and more comfortable than this supposed four star hotel. I now have two hours before I have to be awake for the day. I’m going to try to get some sleep in this new room. Again staff was very friendly and they tried to rectify the situation. But their smiles and apologies aren’t going to help tomorrow when I have to work a full day on two hours of sleep.
Helpful Bell Staff, TOTALLY DISGUSTING ROOM” AC DON'T WORK Leaking faucet no soaps no towels missing the fridge, Balcony was FILTHY WITH "Spider web" is typically used to refer to a web that is apparently still in use " BY SPIDER , with Live bats flying around the balconies at night " look like they haven't been clean in years. This place is NEGLECTED GOING DOWN HILL FAST the General Manager and his assistant Are zeRo help , We had ten rooms total we'll never come back !!! , since the resort fees are illegal, you can refuse to and do not have to pay Las Vegas resort fees.
If you look on Marriott’s website and even some here, there are a lot of mixed reviews on this place. Here’s an honest review from a guy who travels a ton for work (I’m titanium elite with Marriott). I did previously work in hospitality, as well as aquatics facility and resort management…so I’m a bit critical. My $0.02 is that most of the bad reviews have come from missed expectations. Quick rundown of who should or should not book this. Book this resort if — - You want something that isn’t the Vegas strip. - You want a quiet lakeside resort. - You’re good with clean, straightforward rooms. - You want something family friendly. - You want something away from everything. Don’t book this resort if — - You want a casino experience. - You want want class restaurants. - You need to have the newest hottest rooms. - You want shows, entertainment, and endless options. Catch my drift? As far as the actual experience goes, checking in was easy, and they were able to accommodate me three hours prior to check in, and gave me a worthy room upgrade. The room was clean, and they had plenty of toiletries in the room. Staff was nice and always accommodating towards everything, and helped with late checkout when flight plans changed for us. Facility is aging some, and the meat and potatoes of what needs to be solid is solid. There are some cosmetic updates that it could use, otherwise. As far as on-site “things to do.” There are two large pools. One is more family focused, the other is more adults focused. There is towel service, and the top pool has cocktail and food service running when we were there. Tons of chairs, cabanas available for rent, and some umbrellas available. Pool was clean, and right before we jumped in, some kid threw up in it. They had an army of five maintenance guys come out of nowhere to clean it up, shock the water, and have people wait. It was handled well. There are family game areas, and a beach inflatable splash area on-site, too. If this isn’t enough for you, there’s a rental office attached to the hotel that does Polaris Slingshot rentals, paddle boarding, and kayak rentals, among other things. I can only speak to breakfast for the food, but the restaurant was fine. Service was solid, but the food was hit or miss. Some things were great, others were just okay. The main point of feedback for this facility actually is with the lifeguards. They’re incredibly glazed over, and didn’t seem to be trained well. For example, they were letting kids go down the water slide headfirst into a 3.5 ft entry. That’s a spinal injury waiting to happen. Also, another guard left post to go move an umbrella for someone on the deck, instead of calling for one of the four dudes in Westin polos on the deck. Whoever manages these lifeguards needs to watch their facility better than this. All in all, if you book for the right reasons, you’ll love it.
The two of us wanted to relax away from the strip while we spent a 36 hours waiting for our flight out. We both got a massage from a wonderful masseuse who did a great job. The bell staff was extremely helpful. Those two things were the highlight of our stay. The rest was not so wonderful. Our room was simply disgusting. We were not convinced that the bathroom was even cleaned. We go in very late (11;30PM) an went right to bed. While the mattress and pillows were comfortable the bed felt as if it had sand in it (ugh) but we were whipped and just went to sleep. Upon getting up I went into the bathroom to shower and found the shower to have mold in the grout and hair stuck in the drain. I reported the problems to the front desk and received an unsatisfactory answer - “we will see what we can do”. We checked out at 3:00AM for an early flight and NOTHING was ever done to correct any problem. I had asked to be moved to another room but “none were available”. In over 50 years of traveling around the world this was one of the most disgusting situations I have ever endured. The reason for the 2 stars was the wonderful masseuse and the extremely helpful bell staff - otherwise - ZERO stars or less.
This Westin was a huge disappointment. Stayed here for 3 nights to attend a wedding. We get to the room and my wife looks at the nicely made bed and sees either lipstick, makeup or blood on the sheets. We call housekeeping and they send someone to remake it with fresh clean sheets. While she is there we show her that the shower does not work and that the safe is broken. It does get fixed while we are out but early the next morning there is a knock on the door. They say sorry you have to move rooms because the toilet is leaking into the room below you. They make us pack up immediately, but have NO place for us to go. It took them about 2 hours to realize that the room right next door was vacant and we could move into that one. The bed there was horrible. Is sank into the middle so both my wife and I kept rolling into each other all night. The did refund us the resort fees but they should have done that at the very minimum. I really wanted to stay here because all the Westin's I have stayed at seem to be very nice, not this one. If I had realized just how bad this place was I would have stayed at the Hilton but since the rest of the family was staying here we did also. Numerous other places to stay, choose one of them