Starwood Hotels & Resorts Worldwide Reviews 12

Stayed at the Woodlands property for a race last year. Absolute disaster from check-in to check-out. $300 wasted. The property responded to my email stating they were sorry as customer satisfaction is their top priority. My response asked, "If you are truly concerned, what are you going to do to make it right (e.g., refund, partial refund, free stay)? No response. 30 days later forwarded the emails to the property GM. No response. Reached out the the Chairman and a customer service agent wrote back. After a couple iterations she said she spoke with all those involved at the property and they recalled the stay, disagreed. Asked how many she spoke and who? Asked how well any of them would recall one customers stay given it had been several months? No response. And this property wants to be a marquis place for the race and to charge exorbitant prices for it, but does nothing to deserve. Recommend staying at Hilton or Hyatt!

Went to brunch there this weekend and the food was not remotely 5 star.

The DJ was too loud and when the balloons dropped I couldn't hear myself think as the idiots popped them all.

Will not be going back.

Call centres, customer service and experience getting worse. Pity.. Marriott and Le Méridien were on once my favourite brand - spending over 50 nights a year in once or other (pre 9/110 when in downtown NY Financial District and then more recently in Dubai, sometimes staying for 4 weeks. We got married in Le Méridien when it was a Swiss training school.

The staff remain committed but booking and call-centre awful!

See note below when I complained about poor call-centre and realising ALL my points were lost when the two groups were merged.

Thank you for contacting Starwood corporate customer service.

I appreciate you emailing me with your feedback. Please know that most calls are recorded to ensure our associates are providing guests with the correct information. I apologize that you felt as if my associate Cathy was rude an unhelpful. However, the information that she provided to you during your call to us was correct. It is up to members to keep track of their account as outlined in our terms and conditions. In our terms it states that if a member chooses to not stay with us in 12 months or does not have any point earning activity the Starpoints will be forfeited without notice. Starwood does not return any forfeited Starpoints to any guest that has not had activity in 12 or more months. Back in 2016 we gave you an opportunity to receive your Starpoints back and you were unsuccessful, however on the same call in 2016 we advised if your account expired again there would not be any opportunities to receive your points back. When you created your online account you checked the box that by participating in our program you are adhering to our terms and condition. I am glad that you found my Marriott associate to be more helpful and I am glad you enjoyed your interaction with them.

I appreciate you providing me with your feedback on Cathy and I will be sure to share your comments and concerns with her. We hope that you continue to use Starwood/Marriott hotels for your upcoming travel as we do not want to loose your loyalty with our brands. We certainly value you as one of our members since 2011. We hope to welcome you in the near future at one of our lovely locations and I hope you enjoy the rest of your day.


Arie M.

Hotel is nice and staff is fine, however do not use the extended parking they offer for quest who are traveling. We chose to use their "secure" parking and leave it there for 6 days. The hotel will shuttle you to DFW and pick you up when you return for a fee. We trusted them with our vehicle, we were told they had 24 hour security, they do but they don't have cameras surveying the parking lots!! There wasn't any way we could look at footage, basically we were screwed! And, we still had a 6 hour drive home!
However, the Westin did put my family up for the evening and feed us a nice dinner and we are thankful.

I recently stayed at the Westin Hotel in New Orleans. They held my room even though I was running late due to the Mardi Gras traffic. They upgraded me to a gorgeous room but at the same rate. The room was nice, the pizza was delish, and the staff were accommodating. The ONLY complaint I have is that they weren't successful at hailing cabs but again I attribute that to the season and not necessarily the hotel. Very nice atmosphere! You can also choose to valet (which took awhile) or you can park directly across the street. It's in a great area for walking here and there. And don't even get me started on the shopping!

Where to begin - the hotel was not as advertised on Expedia (our booking agent) - lack of hygiene in rooms, wire beds - we arrived at the hotel and once we were taken to our room, immediately called reception to advise there were blood stains on the bed linen and that this room was not the same as the room we had booked on the website....

We asked to cancel our reservation, we were told this was not possible, we went to the pool bar to have a drink to gather ourselves, almost nothing available - I asked for gin and tonic - I was offered gin and tropical juice - not really a pool bar when its contents practically empty....

We decided we could not stay, we asked again to cancel our reservation, the manager failed to listen. We called Expedia, booked another hotel, advised the manager who then offered an alternative room - it was too late at this point as we had paid for another hotel - the manager said we needed to check out and charged us for our entire stay despite us being in the hotel for less than an hour and even had the cheek to charge taxes etc. for the full stay!

I recently booked an overnight stay at the Westin Galleria Dallas as a stopping point on my much needed Memorial Day Vacation. The check-in was fast, staff extremely friendly, and the hotel very clean and convenient. The only complaint is the HVAC unit was rather noisy, but it was overpowered by the thunderstorms outside that night. The bed was relaxing and the room seemed pretty soundproof - no noise from neighbors or highway noise. I've stayed here before, and this stay was even better!

I note the comments already received and disagree. I spend about 200 nights a year in hotels and Starwood are my preferred choice. Yes, they do have cancellation charges on promotional rates (don't all chains) and it can be annoying, but if you are a regular they treat you well with good upgrades and other embellishments on the service. So check terms and conditons before you book, be careful on the dates you book, and enjoy your stays

I booked The Westin in Kuala Lumpur for a 4 night stay. I had to cancel 48 hours later, 2 weeks before the visit and they took all my money and then took 60 days to refund only 3 out of 4 days so.
This is so unfair and I would not book with them again.

My wife made reservations with The Westin St. Louis for three nights during a weekend. This was done online through Expedia.com. The price was nearly $100 more than quoted and Expedia.com, scheduled the hotel for the wrong weekend. My wife caught this with the confirmation email and called Expedia.com immediately. She was put on hold for a long time. Expedia.com cancelled the reservation and The Westin St. Louis charged a $140.97 cancellation penalty. And this was within minutes of the Expedia.com mistake. Expedia.com gave her the run around and refused to take care of the cancellation penalty and instead blamed it on The Westin St. Louis.

My wife then contacted The Westin St. Louis and was told she would have to take it up with Expedia.com. She told me about it and I contacted both places. I spoke with foreign workers that barely spoke any English. The children of the employees could be heard screaming in the background. I got nowhere as well.

We have decided to go to small claims court tomorrow and file a lawsuit to recover the money.

Don't use Expedia.com and I wouldn't recommend The Westin St. Louis either.

After watching a travel program my partner had decided to book 5 nights in the new W hotel Barcelona. While we appreciate things can go wrong from time to time, our stay was a complete waste of money and the hotel should be down graded to 2* and not 5*.
We contacted the online chat while in our room with regards to all the issues, to be told that they can only discuss the matter with guests staying in the hotel, then the assistant in the USA disconnected the chat! I then went back on to the chat a demanded they call our room immediately! The next morning we were checking out and nothing was said. We left our luggage and on our return to collect it, we was greeted by the hotels guest manager who could understand why our stay was a disaster. After showing all the photos of our suite and all the different things broken in the hotel, our morning coffee cups with pieces missing, our food been served in dishes with pieces missing. On our return home I yet again contact the customer service department and forwarded them the photos who in return offered us 15,000 starwood points. While the gesture was appreciated it showed little appreciation for our trip and the cost of our stay in W hotel Barcelona, our flights and most important our holiday!
After another 4 online chats and several emails and several months later...... We still do not have any points awarded and nobody in the USA seem to know anything about this matter. If you could actually rate the Hotel on here with a minus, I sure would!
I have learnt that if you really want a 5* Hotel then you must remain in the UK, unfortunately I wonder how the W Hotel Barcelona actually obtained their star rating?????

I travel a lot around the world, I am very fortunate to be able to stay in some magnificent hotels. Unfortunatley this is paid for by my work, and i cannot afford to take my family around the world to experiance the same luxury.
however we went to the sheraton in the Algarve, its absolutely fantastic for all the family, right on the beach (with a lift that takes you there from the hotel gardens). A superb kids club, where even our clingy kids actually would go and we felt safe in leaving them there.
Paradise, so much nicer when you can share it together as a family. Cant wait until september, when we go again.