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704 reviews-
Surprised at Westin hotel
The building and location it’s nice, but I had so many issues with the rooms and service received that I never expect that from a Westin. First room it was given to us the A/C it wasn’t working properly and the room didn’t have a service bar. This second item it was very important because my wife needs to keep her insulin in a fridge. So we were moved to another room in a worse floor location !!! It would have been nicer if we were moved to a better room after we had to pack again all our clothes and the malfunction of the hotel. In the new room we warned the front desk the service bar wasn’t complete, and not even that we were charged the day after we checked out for items we never take. Even that in our check out we clarified we didn’t consume anything and that we warned days before that in the fridge was missing things. It was very bad taste the hotel did that after all we had with the service, malfunction of the hotel, etc…. Not even all the bad experience we had in the hotel, at the other hand we had a very nice experience with one person from the hotel who’s name was Mariana from costumer service,. She tried to give her best to us, so we could have a better time in our stay. And she certainly did.
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Josue at the bar is amazing
Josue at the bar was amazing! He made the best mezcal drink I have ever had. He is one of a kind and should be rewarded and appreciated by all the hotel. All the team at the late night restaurant was amazing to chat with and very knowledgeable about their products.
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Amazing hotel and service
The hote is in a very nice area, where other hotels are and business offices. Gum is super good with plenty of equipment and free weights Being a titanium, I had access to the club longe on the roof top. They have full blfst including made to order eggs. Also open for lunch and dinner. All the staff there (only recal Victor) is extremely helpful and are constantly asking if you need anything. Food was great as well and the deinks have a good selection. The spa is very well kept and the massage I got was amazing !!! If I return to the area, for sure stay there
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Nice hotel, friendly staff, just too many hiccups
I stayed at the Westin Santa Fe hotel during my first business trip to Mexico City. Staff was very friendly upon check-in, my Bonvoy status was acknowledged, and I was upgraded to a suite on the 8th floor. The room was spacious, clean, and functional. There was also a welcome snack in my room. Breakfast was good, but the buffet was not as extensive as other international Westins and Marriotts. Choices included typical breakfast fare plus some local fruits and juices. Needless to say, staff was friendly and responsive. The executive lounge had a decent spread, the staff there was extremely friendly, and the outdoor views were spectacular. Now for the hiccups: - the rooftop pool is slightly larger than a bathtub, yes somewhat of an exaggeration but definitely not to scale for this large property. The kicker - it was covered all three nights during my stay, with no sign or explanations - someone claiming to be from the front desk called late one night, asking me to verify my last name [the front desk clerk verified that they did call me the previous night] - a uniformed hotel staff knocked at my door after 11pm the same night as the phone call to tell me my phone was off the hook (it wasn't!). What a weird incident! - there were several restaurant charges on my folio totaling over $600 that I saw as I was checking out. The front desk staff did make the adjustments to remove them, but it was very disconcerting especially considering the two incidents above I will consider staying at this property again primarily because of my room and the friendly staff, hopefully there will not be any hiccups next time around.
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Simple deterrents take forever!
I checked in for a long stay at the Westin & the room was quite spacious & well lit with basic amenities as would be expected of a 4 star. I was provided a room on the higher floor which was appreciated. The breakfast too was quite decent & the waiters were quite attentive to any requests. The Sunday breakfast served on the terrace came with a bonus view of the surroundings. The thing that put me off during my stay was the mini refrigerator. On day#1, I found the refrigerator would not open up - the technician did the needful. I realized on Day 2 that the light was flickering & there was no cooling at all & notified the front desk who fixed the flickering issue but did nothing to check the cooling. On Day#3 i again voiced my concern but to no avail. On Day 4 I called for the Guest relation Officer to voice my concern & she promptly attended to the issue & had a technician replace the mini refrigerator with a new one with cooling as expected. It took the Westin management 4 days to fix a simple issue. The guest relationship officer apologized & also promised a points credit to my Marriott's Bonvoy as a compensation. During my 2 week long stay, we crossed paths twice & each time she promised to credit the points. Its been almost 3 weeks now that i have checked out & everything seems to be forgotten. I sent a couple of reminders but they've fell on deaf ears. Promises are meant to be broken it seems! If this is the quality of service, an Elite Gold member of Marriotts' gets at Westin, then I'd probably reconsider my decision the next time i'm in Santa Fe on a business visit.