The Westin Phoenix Downtown

Ordinery hotel. Service was ok but room was quite small

Excellent in all. However, they claimed to send me of the tax receipt, but after two nights, I am still waiting.

Error with booking. Beautiful hotel but terrible customer service, which made the whole experience AWFUL. Staff was unable to think outside of normal parameters given my circumstances to provide a remedy for a $50 per night rate up charge for their error. It took an hour to get checked in though I had a reservation. I arrived at 3:30am & was able to go to my room at 4:45am. I was charged $279 plus $100 incidental hold on my card for an additional day (from 4:45am-6:00am) because a new day in their system is considered at 6am. My rate when I booked my reservation as $229. In addition, the associate that was helping with my luggage (also standing at the counter for over an hour) decided several times to chime in with his explanation of why I was being charged $279 for an extra day. I was extremely exhausted but I maintained a positive outlook & stayed polite. I will NEVER stay at The Westin, or any Westin hotel. They do not let food deliveries be dropped off at your room (only their room service/hotel restaurant can be delivered. Nor will a hotel associate bring the food up. I have breathing issues and severe knee pain, so having to walk through long winding corridors to get to the lobby is a terrible inconvenience. They were willing to charge me to bring my food up to my room. I was charged three times for the accommodation. I could continue with more issues, such as: not getting awarded my Bonvoy points though I am an elite VIP Bonvoy member, not receiving a receipt …

Everything was great other than the fact that I informed that I would be arriving at 2. My room was not ready upon arriving at 3 (due to traffic). I was not given my room until 5. I had to rush to get ready for the plans I had. The bath tub didn’t drain properly so I was standing in my own filth as I showered. Pretty disappointing for a Marriot.

Clean expansive room with great city views. Luxurious bed and linens makes a great night’s sleep. Loved the robe and the rest of the amenities. Highly recommend.

The staff especially Sydney and Wesley are absolutely horrible. I had no Internet and they suggested that I called their Internet service provider as if it was my job to fix the Hotel Internet.