The Westin Langkawi Resort & Spa — Hotel in Langkawi Island

I really wanted to like the Westin Langkawi, but in the end we are leaving very unhappy with our experience and can't recommend staying here unless you lower your expectations in a big way. I have spent over 500 nights in Marriott properties and this ended up being among the worst experiences I have had (and certainly the worst among Marriott's higher end brands).||Let me at least start with the positives:|1) The view from the resort is magical. We did enjoy the sunsets from the beach most nights|2) The pools are wonderful. Our children enjoyed the different pools and never seemed bored|3) The Christmas eve dinner. The hotel had an wonderful (albeit horribly overpriced - see others reviews) dinner on Christmas eve with a endless array of food options and more desserts than my children had ever seen in their life...and a visit from Santa Claus|4) Much of the staff tries hard. They were able to arrange for a doctor to visit when our daughter became quite ill. Although it doesn't feel like management empowers the staff to do much they do try hard to please and are very friendly||Now, for the negatives and why we cannot recommend the Westin Langkawi after our four nights here:|1) The resort is past it's prime and is in need of updating. We stayed in a 2 bedroom villa and while it is nice it needs some TLC. There are doors that don't close all the way, blinds that are broken, walls that are cracked, lights that don't work, etc. The wood floor is warped and so they have tried to staple it back in place. I could go on|2) The management seems of the mindset that the answer is always no at first. We asked if there was anyway we could find a small Christmas tree to put in our room. | The first couple of times the answer was no. Eventually we worked out an arrangement that they kids could decorate a Christmas tree in the kids club at least. We had requested an in villa BBQ dinner that the Westin advertises and was told they couldn't do it for us. I expressed my disappointment and to their credit they called back an hour later and now they could magically do the BBQ. We received emails before check in stating a 4pm checkout is a benefit for Platinum level guests, but even though we have the emails and my daughter was quite ill there was no accommodation for us - no hospitality room, just an I'm sorry there is nothing we can do. And to make matters worse, the manager didn't even come out of the back room to talk with us, he/she (not sure since I didn't meet them) just sent the front desk employee back to relay the message|3) The two bedroom garden view villa (room 7002) is not worth the price. In addition to the above mentioned shape of the villa the location and view is just awful. It is tucked as far away from the resort/pool/beach as possible. You need to call for a golf cart to get there. The view is not what I would call a garden. It does have a great view of the security building through (and they will happily wave back at you)...and to the other side the run down convention center. And there is plenty of dirt and weeds around the villa you can look at. The other villas down by the beach look nice...so if you do decide to gamble on the Westin make sure you get one of those villas.|4) The beach is so-so at best. It is more broken shells than sand and once you wander out into the water it is kind a muddy, mucky mess. Maybe we caught at the wrong time, but the water visibility of this beach was terrible and we saw almost no one venture into the water during our 4 days here.||For the amount we paid I expected better...even if we paid half of what we paid I would have...

Not at all happy with this property. Location very good but hospitality and service is zero. They literally fool the guest. Never will recommend |They don't even bothered about the guest comfortness.|I came here to celebrate my anniversary. I started journey from 7pm and reached langkawi next day 12.30pm. their check in timings are 3pm so they made us wait despite of availability of rooms. This was so insane We requested many times for early check in but receptionist lied to us that we are fully sold. We are member of bonvoy so asked for upgradation again she lied we are fully occupied. Again I asked if upgradation available tomorrow or day after tomorrow that will also be fine but she clearly said it's not available we are fully occupied. So she was clearly lying to us. |When we checked in room we came to know that rooms are available and hardly occupied with 69%. We again called on reception to upgrade us now this time she said it will be charged extra so this clearly state that we made fooled by earlier staff. We would have paid extra and taken the upgradation that time only.|At room there was a cake as it was our anniversary we wanted to confirm that its eggless or not we called trice in span of 8 hours but no response was there from other side so finally we went to reception and told to clear the cake as we don't want now. Then too till next day no-one came to take that back. So clearly bad service and a big communication bridge. |When we complaint about this all to the manager she said will make it up and will upgrade you but later untill next day no-one turned to us for any communication regarding changing rooms. whole day we were chilling at poolside in the property but what happened next was unimaginable. |After pool time we head back to room and asked for towels. We waited for an hour but no service so we just wore cloths without wiping and i straight head to reception. Before I speak anything the receptionist asked me are you ready with your luggage and giving me keys that this is your room. It was so unprofessional.|I said when it was communicated that you guys are upgrading us ? She said we came to your room but do not disturbed sign was there. I said please dont make any excuses. You have our number you could have call us or messaged us. She said i called you but not reachable and again she was making me fool of me. Whole day i was at poolside side was getting everyone's call n msgs but only she couldn't reached me out and all of sudden she saying me to shift. When I told about the towel issue she even don't feel sorry about it and not taking our complaint seriously and just wanted us to move. I was so upset. So I said 1st i want to check room after checking room i was terrified how Westin people make upset their guest. After so much hustle n dissatisfaction they wanted to compensate without listening actual problem and apologizes for it. And what they were offering me was not at all acceptable. Bcz room which I was staying was better then what they offered. I felt fooled again for this also as they were shifting me from one place to another and saying we have upgrade you and we have compensated to u. Really very disappointed they are not listening or trying to understand the problems and by just shifting us from one place to another on the name of upgradation ( which was clearly not upgradation) they just wanted to suppress the problem |How unprofessional westin can be. |We are currently staying in the property but planning to shift if any other property we wll find better at end moment so not suggesting...

Checked in yesterday 11th April n checking out on 14th under my wife's Club Marriott membership. Given a room on d ground floor 3302. Front desk tld us 2 wlk further dwn d corridor n tk d lift dwn and walk backwards towards lobby direction. We did dat n found out dat we cld hv taken d stairs dwn frm d lobby n wlk 2 our room which was soo much nearer!

Check in was not dat great, as the front desk informed my wife dat because we used d 1-for-1 voucher, the last 2 days r without bf. Upon checking the email confirmation frm them when we booked, we found dat it was confirmed by them 2 wit bf everyday. So we hd 2 go bk to d front desk to verify. Finally, they rectify it.

This morning breakfast was a bad experience. After some light dishes, i took a few longan fruit. Saw that a few of them were in bad shape--black. I carefully took about 8 other pieces. Ate 2 and they were spoiled..soggy and sour taste. I spit it out. I took a 3rd, it was ok. But the 4th one again, it was sour and it smelled. I spit it out. Dat really spoiled my appetite! I sat there without taking anything else. After abt 10mins, i felt my tummy grinding. I told my wife i nd to go bk to the room to 'clear' my tummy. On my way out, i told d exec chef about the spoiled longan. About 2 hours from the time i took the longan, I'd diarrhea 4 times so far. This is bad!! For Westin??? Goodness!

Today is my 3rd day. Before we left for lunch outside, my wife tried to book dinner at Tide for tonight. The app didn't work, so we went to d front desk to ask for help to mk reservations. The lady promised to let us knw d soonest she's able to reach d F&B mgr for Tide. We informed her we'll be out whole afternoon. By about 4:15pm, we hvn't heard anything frm d hotel, so we decided return. Went 2 d front desk 2 chk. The other lady called Tide to verified n we were informed dat Tide is fully booked. I was upset at dat point of time. If they promised 2 let us knw, then LET US KNW! So we cn plan our dinner outside. Then the front desk lady shared that they hv left a message at our room! CM ON!! We already said we'll b outside whole afternoon, so y leave a message in our room whn u promised to let us knw?? Whn we returned to our room, we checked and there ws no message slot in under d door. No message on the tables, n NO VOICE MESSAGE left on the room phone too! So y said u did??? Dun go pushing around responsibilities. I md a complain through their service line. A lady DM called me n i explained d whole incident. She said she tried her best to c if they squeeze us in at Tide bt couldnt. Even offered me a free drink ar Breeze. Thanks but no thanks! Though i understand the gesture, bt I'm not making a complain because i want free stuff! I'm very upset because this is really UNACCEPTABLE service for Westin. I've travelled extensively to Asian countries, The States and Europe and stayed in many 5 star hotels. This is appalling!! Y i cm to Westin? Cos i had a great experience many yrs bk when i cm wit my govt-linked agency for our company trip, n we stayed here..n i had always have great experience at Westin KL dining n staying. Westin Langkawi, I'm NOT sorry to say..u r at the bottom of my list of 5-star hotels now!!

My 4D3N family vacation here is a really disappointing one. Aside frm your scenic landscaping and your suite room, ur service is at most a 3-star hotel standard. I congratulate you on ur success in spoiling our...