The Westin Hotel Nanjing — Hotel in Nanjing City

In general, Nanjing Westin is a reasonably well located and equipped business hotel. However, its executive lounge is very small and service is very limited. Food quality is mediocre at best. To make it worse, some of its staff, including a manager on duty could use a lot of training on how to respect their customers and improve customer experience. Here is what happened to me: After checking out from my room around 4pm, we moved to exec lounge to kill some time as our train to Shanghai won't leave Nanjing until 7:50pm. Shortly after we sat down, a lady walked over and told me because I have checked out from the hotel, I can only "SIT in the lounge". "you will have to pay for the drinks and foods in the lounge". Not that I was having any appetite for the foods it served, I simply felt the rule was not followed correctly and it was wrong to see off its departing platinum guests this way. Being a platinum member , I know how other hotels in other cities and countries treat customers. So I asked to talk to a manger on duty hoping my bad experience could stop there. No, I was wrong and it was worse. 5 minutes later, a manager from downstairs walked up to me with least amount of courtesy in her tone told me frankly that " it is our hotel as well as any other hotels' policy that you cannot enjoy any benefit in the lounge after you check out as you are not longer hotel guests. Of course, we will not kick you out". WOW, that was some great speech from a hotel manager on duty! I did not realize I could have been "kicked out". Can you picture that scene? Well, that encountering was enough for me. That hotel certainly kicked my heart out today. I would not discount a few courteous and efficient staffs I ran into during my stay, but I remember more what happened in the lounge. More about being a platinum: Upon checking in, I was not upgraded to a suite as the staff suggested they were really busy that day. As I was not happy with the small bath room its regular room has, I called the front desk an hour later and they were able to find me one...

Although we have made our reservation months ago, there was no room available for us upon our check-in (Platinum member with Ambassador status). Actually there was a room, but they did not want to upgrade us to this particular room. After we got our room (3209 = supposedly a no smoking room on a no smoking floor), we quickly discovered that out of the aircon smoke smell was coming out and pestering the room like a bar room in the 80'ties. As non smokers we are very sensitive to this, we asked to change the room. The suite next to us was free and empty, but the Asst Mgr (a 28/29 year old boy in a dirty/filthy unfitting suite) refused to give this to us because allegedly it was not in the upgrade options! I have been to this hotel many times in the past and also already stayed in that particular suite. When they escorted us to look at other rooms on non smoking floors, many doors of hotel rooms were open and people in the rooms were happily smoking in the non smoking rooms. When I asked the front desk lady, what they do about people smoking in no smoking rooms and on no smoking floors, she just shrugged and said, there is nothing she can do about it. I stopped talking for lack of words.

I was in this hotel in summer last year, December and then again end of January this year. The menue on the executive floor was exactly the same on all 3 occasions. Every stay was for 2 or 3 nights. Absolutely no change in menue. The breakfast pastries was leftovers from the day before. None of the hotels I stayed did something like that. How can the food and beverage manager lack so much creativity? How can the management let this go through? I have written many times to the SPG people, but somehow, the hints of the past did not merit any changes. Unbelievable and extremely disappointing. In my opinion, this hotel has a very big management problem and surely is not a good...

I have stayed at this hotel several times and always had issues with customer service, especially room service folks. During my recent stay (14th - 16th Feb 2017), I had a very bad experience and was really frustrated with the service and so decided to write an email to SPG team.

Firstly, I was not given a king bed room in SPG floors even thought they had my reservation couple weeks ago. Somehow they didn't have my SPG details in their system even though I have stayed there several times in past few years.

Secondly, the room service folks are not able to understand simple English words and could not take my food order as per hotel's menu. After taking my food order at 10:30 pm, they called me back after several minutes to say the food is not available and have to order from late night menu. I again place a new order as per night menu (again took 10 minutes to make them understand in slow and simple English) and waited for 30 minutes. Finally, I received food and to my surprise, they send me food from my first order (which they said it's not available) along with the food from late night menu. They send me a bill for all the food and food was literally cold. I was so upset and called the room service guys again to clarify if it was a mistake. After talking for 15 minutes, they agreed it was their fault and they will take care of the bill. But by this time it was already midnight and food was super cold. It was waste of time/money and I had to sleep without any food since everything was closed by then.

I travel a lot and always prefer to stay in SPG hotels but Westin Nanjing has always been a bad experience so far. I always thought of writing to SPG about this hotel but never took it seriously until my recent experience. I would like to get your response back on this email and want to get some answers for this kind of service after being a Platinum Preferred...