THE WESTBURY HOTEL

Beautiful service, terrific hospitality, comfortably & interesting decor. Just a really lovely experience.
Thank you so much for the wonderful care & attention.
Look forward to returning.

This hotel is 5-star price-wise only. For example, when we arrived, we have been welcomed by the Customer Care Person, who explained to us who she is, but said nothing on how she can help us and definitely nothing about the construction on the 4th floor of the hotel. So, banging starts at 8:30, which presumes that everyone is up and about at that hour. Apparently, they were supposed to notify me about it via e-mail, but someone just forgot about it... If I knew there will be construction at the hotel, I would have never stayed here. I guess that's why I never got that email...
The concierge reached out to us a while ago asking why we are staying at the hotel so long. We have written to him in a reasonable detail. No response. Zero follow-up. The concierge in general was great in instructing us how we can do things ourselves.
Another example. We return to the hotel at 10 pm, and our ever-hungry teenagers would like to eat something.
- We are sorry but all the restaurants close their kitchens at 9:30 pm, and there is no room service.
- Can we have have at least some bread and butter?
(And here, the staff at 5 or even 4-star hotel would respond "Let me see what I can do." But instead we heard:)
- No. You need to take care of it by yourself.
And, it is like this, pretty much with everything service-wise at this hotel.
It just looks like the place lacks direction from the management that is lost and confused.
Only the first-floor café staff seemed like they know what they were doing.
To add to the "attractions" we could hear very clearly all the water noises coming from a room next door. We also had some trouble falling asleep as the guy next door snored like a hog in heat.
I also think that having the permanently screwed through cracked dial to a heated towel rack is something that I would find at a 2-star hotel, and I still would be surprised...
There was 6 of us in 3 rooms, and we stayed here for 6 nights. The impressions were all the same. It's the details that matter both in the customer service and the decor, and it is simply not a case here.
At the end of our stay, the front desk staff has made a scene, because we wanted a detailed invoice. Thanks to that we found out they have charged us additional numerous positions from the mini bar, which we did NOT use. So, please be careful they will try to cheat you.

Love this hotel, but please ask staff not to stand and chat , got my food order and my coffee was super cold and I didn't feel I could ask to change it as waiters were busy to chat and totally ignored us ,this is not service of a good hotel.

Beautiful.

Under Construction!

My fiancé and I arrived exhausted after an overnight flight from the US. When we arrived in our rental car, there was no one around to valet or help us with our bags. Eventually we caught someone's attention and the staff quickly and graciously helped us with our things.

We were informed at the front desk that there was construction happening at the hotel, but our room was far away from the noise. As soon as our heads hit the bed, we were greeted with the sounds of hammers and drills resonating through the walls and ceiling. We asked to be moved and were upgraded to a beautiful suite, however the noise was still pervasive and certainly not conducive to a post-redeye nap.

That we weren't notified of the construction activities in any way, shape, or form prior to our arrival is absolutely unacceptable. I honestly would've preferred a refund over an upgrade. A suite is nice, but it isn't a substitute for sleep.

That said - the staff was lovely, the location is unbeatable, and our upgraded room was both spacious and recently updated. Our original room was quite small and dated, but based on what we saw in the suite I think these upgrades will remedy that to some extent.

The Westbury is a nice property overall, but definitely ask for a construction update before booking.