The Westin Wuhan Wuchang — Hotel in Wuhan

To share my feedback regarding my ongoing 15-night stay as a Marriott Bonvoy titanium Elite member. Unfortunately, my experience since arrival yesterday has fallen significantly short of the standards expected of a Westin and the Marriott Bonvoy program. ||1. Arrival & Elite Recognition: |Upon check-in, I was not greeted proactively, and the reception team appeared unresponsive to my queries (potentially due to language barriers). As a longtime Elite member, I expect acknowledgment of my loyalty status at all Bonvoy properties. When inquiring about suite upgrade benefits, I was initially informed they "did not exist" at this property—a claim later corrected by a manager. While the manager assured me upgrades would be addressed if availability arises, the inconsistency and initial dismissal were disappointing. The overall welcome lacked warmth and professionalism. ||2. Room Comfort: |The room is clean and well-maintained, though the property shows signs of age. The mattress and pillows are excessively soft, compromising support (whether due to wear or design). Also no amenities neither a welcome letter from the GM was placed in my room, this is the first time in 15 years. ||3. Executive Lounge: |The evening lounge experience was notably subpar: |- Alcoholic beverage selections were extremely limited. |- White wine was served warm. |- Food options were below average, resembling those of a mid-tier hotel rather than a premium Westin. ||To finish on a good note the hotel is very well located, the guest service manager team is very helpful,||Having been a loyal Marriott guest for 15 years, I am surprised by these lapses, particularly at a Westin—a brand positioned at the higher tier of Bonvoy. I expect my remaining nights to reflect the quality and recognition commensurate with my Elite stays ||This morning despite multiple calls to the reception the corridor was full of people talking and singing since 7am, drinking and smoking , disturbing all other guest sleep, just to hear from the manager he was sorry but there was a wedding in the hotel and apparently those guest matter more. ||Since then I have decided to leave the hotel as I can’t imagine staying here for...

Great experience until the last 30 minutes. Let me start by saying the room was beautiful, the staff was attentive, the lounge was exceptional, and until the last 30 minutes I was sure I was coming back.

I went to check out at 945am, so I could catch a taxi to the airport for my noon flight. The front desk clerk prepared and handed me a copy of my folio, which looked perfect, I signed and wrote “RMB only” and said to the clerk, please charge me in local currency only. She ran my card, and handed me back a receipt that said USD, I again said I need local currency only. After traveling in China extensively I know that the local banks charge 3-6% commission if you have them use their ‘dynamic currency exchange’, while if you are just charged in local currency there is no fee. For the next 30 minutes a total or 13 employees ran my card more than 10 more times until it finally declined due to a fraud alert on my CC. Then they wanted a different card to start charging. Needless to say I said NO, as they already locked one of my cards. The stack of paperwork from the CC machine was incredible. Needless to say after more than 30 minutes at check-out I finally said ‘I have to go, I’m going to miss my flight’, then it took another 10 minutes for them to give me my card back. I realize that what I was asking for was out of the norm, but I was not going to sign something saying I agree to be charged a fee to convert my bill to USD, when I didn’t want it changed to USD.

This hotel was great until the problem at check out, I will be back, and next time have cash to pay the folio at check out. The hotel was that nice, that I will make arrangements to avoid...

Frankly, this is my first time doing a "open review" as the issue of this hotel is serious.

The checkin experience was not good: Front desk staff was new and inexperienced which makes the "first impression" negative.

I got upgraded to a suite through my SPG Ambassador so the room is nice in terms of size and view. However, never seen any hotel windowS so dirty which downgraded any view of the Yangtze river.

The main issue was not the aircon inside the room: The weather was hot in Wuhan but feel hotter inside the room. When I checked-in, the room was showing 27 degree and I set it to 22. After returning from dinner 3 hours later, I was still sweating inside the room and the temp showed 27.5! Called the Service line and was told it's a hotel "policy" and so I asked the Duty manager to call me back. After 10-15 mins, no return call. I called again and reminded Service operator that I was still waiting for a return call. Another 10-15 min has passed and still no return call. So, I called the 3rd time and insisted I would wait online until Duty Manager is free. After less than 1 min, a gentleman by the name Jason answered and came to my room shortly after. He said he'll get the aircon fixed and checked back within 30 min. Jason NEVER called back but the room temperature did drop to around 25, which is marginally bearable.

Any hotel may have various kind of issues &/or problems but the key is how these issues & problems are responded and hopefully resolved. The issue with Westin Wuhan is Hotel Management...