The Westin Richmond

It is located in a central area.

The AC and toilet in my room did not work. They couldn’t repair the toilet until the morning. They also said that they would fix the AC but they never did. I had to sleep without air conditioning or a working toilet. This is unacceptable.

Great

This hotel just went through a renovation and boy can you tell, it looks incredible! The rooms all feel so refreshed and modern, the concierge lounge is better than ever and the staff is as great as usual!

I booked this hotel on a business trip because of the reputation of the Westin. I thought I was in for a terrific experience but I was quite disappointed. The comforter on my bed had a stain on it near the pillow. There were multiple hairs in the shower – none were mine. I had breakfast in the hotel restaurant and the toast looked like the previous night’s dinner rolls and were terrible. There were flies flying around my breakfast table and the table was wobbly and could not be fixed. My food was delivered and I was forgotten – not even a water refill. These may seem like petty complaints and I would not make them if this was a Motel 6, but this is a Westin. In my mind, the Westin brand is top of the line, but I’m not sure that is the situation these days. On the positive side, the staff was friendly, the bed was comfortable, and my rate was reasonable – so it’s not all gloom and doom. Overall, I was not as impressed as I had hoped and I’ll reconsider staying at a Westin or Marriott brand in the future. If I could, this would be a 2.5 rating, not a 3 and not a 2. It wasn't quite poor, but it was below average for a Westin.

I am surprised to share such a negative experience at a Westin Hotel, which felt more like a 2 star motel. In addition to the power going out two days in a row (not weather related by the way) and guests getting stuck in the elevator the third day for nearly 20 minutes, this property missed the mark time and time again. And why they blocked the elevator from the Lobby with massive plants because it wasn't working was weird...so we had to squeeze out when we got to the Lobby. Housekeeping failed to clean my room the 1st day but did bring fresh sheets for my bed and a towel refresh. The sheets were wet! So I had to take those to the front desk and request dry sheets. The following day, the room was cleaned but they were missing items (layers) from the bed. The housekeeper was nice and told me she didn't have all items to make the bed. So, that was that. As a Marriott Bonvoy member, I requested a late check out which, of course, wasn't recorded in the system. So, yet another trip to the front desk to change keys where no staff was present. Did I mention we had to evacuate around 2:40 am one morning because a guest thankfully called 911 when he saw sparks in his room but couldn't reach hotel staff so he pulled the fire alarm to notify all guests? Yep, that happened too. The indoor "heated" pool was lukewarm cold, but a nice area. All they offer at this location are apologies. Now, the hotel restaurant was a highlight - good food, incredible portion sizes and excellent service. I stayed in a Westin in a different state the week prior, and it was excellent. I will return to Virginia next year and will not choose this hotel. Save the generic response/apology to this review - I heard nothing but apologies all week from your staff.

Nice

Nice

Loved the layout of the lobby and the room.

Only 1 elevator was operational and was disappointed not being afforded a late checkout with the cost of the room being slightly high.

We changed 3 rooms. All rooms were dirty, hair on the bed sheet, stains on the mattresses, clumps of hair behind the sofa bed. This is one of the worse experience i've had with staff that didn't really want to find solutions, i'm pretty sure they didn't even escalate this.

Front desk personnel was amazing!

Clean, modern, helpful staff. Clean bathrooms, very comfortable beds. One night only but a wonderful stay. I would book this hotel again without hesitation.