The Westin Book Cadillac Detroit

The hotel gave my room away without any notification, which was paid in full $1,400. I arrived late in the evening. They made no accommodations, and booking.com just took all of my money. No one answers the customer service phone. I had to find and pay for another hotel room around midnight. The customer service was awful at the Westin, and I got no response from booking.com.

Location was perfect. So many great food options close by. Nice hotel.

Second stay at the Westin Book Cadillac, for a two-night stay on the 22nd floor. Decor has been upgraded since my last stay, and the valet parking is a lot more efficient despite the fact that the text-to-summon-car function was not operable. The rooms were comfortable, though the ottoman seat at the desk was uncomfortable for working (not to mention one was right on top of the huge television screen, giving one a tan while working at the desk). The shower got warm quickly, and the bathroom amenities of Westin White Tea scent were fine (though the miniature lotion bottle was absurdly small). Enjoyed the bar one evening, which was spacious and lively. Also enjoyed the 23rd-level lounge which had a solid weekday breakfast (which was unfortunately not open on Saturday morning!).

My stay at the Westin was wonderful.The building smelled clean and was very nice. The service was phonemonal.

Everything went pretty well. There was nothing I didn't enjoy.

Very disappointing experience at The Westin Book Cadillac Detroit. A valet attendant gave me a luggage cart and didn’t assist. While I was unloading my car, the cart rolled unattended and hit my vehicle, causing damage—including a window issue. What followed was even worse. No managers available, constant runaround between the hotel and valet, and conflicting information about video footage and the claim. I was repeatedly told they “couldn’t help” because valet is third-party, which is unacceptable for something that happened on their property. The lack of accountability, urgency, and basic customer service was shocking. Even at checkout, I felt rushed and dismissed with no real resolution. Would not trust this hotel again **UPDATE: Management has stated the situation was handled in good faith; however, the claim was initially denied, required further dispute, and communication was inconsistent and delayed. Goodwill compensation was not offered proactively—I had to request it multiple times. This does not reflect an appropriate response to a situation involving damage to a guest’s vehicle on property.

The proximity to all events downtown as well as the customer service being top notch!

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