The Westin Valencia — Hotel in Valencia

I am shocked and appalled by my experience at The Westin Valencia, where I encountered a severe privacy violation by the hotel's own housekeeping management, followed by a completely inadequate response from hotel leadership.

1️⃣ Privacy Violation – Housekeeping Manager Entered My Room While I Was Completely Naked

On February 13, at 2:10 PM, despite having a confirmed late check-out at 2:30 PM, the hotel's housekeeping manager—not just a regular staff member—entered my room without knocking or any prior notice while I was completely naked after showering.

We made direct eye contact, which was an incredibly humiliating and distressing experience. Neither my husband nor I heard any knocking before the intrusion. The fact that this was not an accident by an inexperienced employee but rather a manager who should know better makes the situation even more disturbing.

2️⃣ Hotel Management’s Failure to Take Responsibility

Despite the seriousness of this privacy violation, no senior hotel executive ever contacted me. Instead, I was dismissed with an email from a guest experience specialist, offering only 10,000 Marriott Bonvoy points—which is not even enough for a free night at this hotel.

For reference, I have received 5,000 points for something as minor as an air conditioning issue at other Marriott properties. It is insulting that a severe breach of privacy and a complete failure of guest security by a hotel manager was met with such a dismissive response.

Additionally, when I first reported the incident through the Marriott app, the only response I received was "Good Day"—and then complete silence. No one followed up, no apologies were made at the time, and I was left completely ignored until I personally went downstairs to confront the front desk in person.

3️⃣ My Trip Was Ruined by the Hotel’s Negligence

Instead of enjoying my travels, I had to spend days following up on an issue that should have been handled swiftly and professionally. The lack of urgency, empathy, and accountability from the hotel has completely overshadowed my stay.

Final Verdict: Avoid This Hotel If You Value Privacy & Respect

🚨 If you care about guest security, professionalism, and proper customer service, I strongly advise you to reconsider booking at The Westin Valencia. I have escalated this complaint to Marriott Corporate (Case 658716254) and will continue to pursue a resolution. Dear María,

Thank you for your reply and for your attention to this matter. I would also like to acknowledge your previous efforts to address my concerns. However, I must address the response from the General Manager, which fails to accurately reflect the events that occurred. The General Manager mentioned that the housekeeping manager “didn’t remember seeing anything,” but this contradicts my account. The housekeeper entered the room while I had just finished showering, and I was unclothed at the time. There was no knock at all before she entered. Only after seeing me did she quickly leave. The explanation regarding the “absence of a sign” is also misleading. My late check-out was confirmed at 2:30 PM, and the housekeeper should have had no reason to enter the room prior to that, especially without checking with the front desk. Lastly, the General Manager only responded after I escalated the issue to Mr. Anthony Capuano. If I hadn’t done so, I believe senior management would not have taken any action or responded at all to this serious matter.

Thank you for your continued attention to this matter. I look forward to a resolution that reflects the gravity of the situation.

Best...

Beautiful hotel with so much character and definitely a 5* but it lacked in some essentials. The breakfast was basic with little choice and was the same everyday. No variety and world foods. Room was nice but choice of tea/ coffee/ milk was basic… I’ve stayed in some lovely hotels with wonderful coffee machines and packets of biscuits and great choice of teas and herbal teas. Here it’s just packet instant coffee and pods of milk. The choice of herbal teas was bad.. had no taste and cheap. The robes and towels where hard and not soft a fluffy. The hotel could do with a outdoor swimming pool as the beach is a 50/60minute walk. The hotel could do with a ice cream bar. TV channels just basic… watched the bbc world news… no apps to connect Netflix or Amazon prime or music. The spa is nice with a pool and steam/ sauna and relaxation room with lemon water which could do with more lemons and warm herbal tea which again could do with more tea bags… the herbal teas are weak and no flavour taste. The hotel is nice but not worth the price. Too expensive compared to other Marriott's. I’ve stayed in many and stayed in Clayton’s/ travel lodge and Ramada. Your really just paying for the deco. Carpets are old and smell of wet dogs and could do with a change to wooden floors which are much healthier and easy to clean. Staff are lovely. The in hotel restaurants are expensive and not a lot of choice and drinks are expensive. The glasses smelt of dishwasher dampness. So really if I was asked if I would come here again the answer is NO. I would come back o Valencia but not the westin. The breakfast and mini bar/ tea service needs to be looked at and they need to look at quality and not quantity. Better water and better teas/ coffee and machine. The kettle in the room is small and cheap and cheerful. I love my teas so lucky I bought my own and bought herbal teas from local supermarket and bought ice creams/ beer/ wine from the local supermarket which is a 5 minute walk. The hotel is very busy and very noisy all the time. There should be a big play area for kids and outdoor swimming pool. The garden sofas need cleaning regularly and they need to be sprayed for bugs. We got bitten and I had loads of tiny ants on me.. even in my hair. Plants need regular bug spray. Beds and pillows where nice. Our room wasn’t hoovered before we came and when we left as food and bits where on the floor when we arrived and still there when we left. Reception is always maned and staff are helpful and acted quickly with a complaint. We were allowed a late checkout and our luggage was...

First of all, we liked that the rooms are spacious and the gymnasium is better stocked compared to other hotels; however, I think the hotel needs some work to do if it wants to be considered a top hotel.

On our arrival to our rooms there were dirty glasses and plates along the corridor - I understand that some guests may have ordered room service and may have placed their dirty glasses back outside the room for pickup but why were there dirty glasses outside both our rooms on arrival? These were newly cleaned rooms. These dirty glasses remained in the same spot for hours. There was even glassware in between rooms along the corridor. This is surely an easy fix. I must say that the cleaning staff seemed quite nice and much more personable than the rest of the staff we came into contact with.

Not long after we arrived we went to Jardi for a drink. The staff were inattentive and we eventually had to get up and go to the bar to ask for service. Staff here don’t seem very happy.

On the same night we arrived we were tired and did not feel like going out so we called reception at 5pm to book the Japanese restaurant. I understand that Spanish eating times are generally late but 8:30pm in an international hotel is ridiculous. This didn’t matter as we were called back and told the restaurant was full. Most hotels make sure there are spots for hotel guests but apparently the restaurant is not affiliated with the Westin - again, this does not match great hotel service and expectations. Instead we ended up eating at Jardi but the meals were way too salty and poor compared to most cafes

Charging what you charge at this hotel they really need to meet expectations and go beyond - bathroom amenities are cheap and scarce. Most upmarket hotels have an abundance of reasonable products. This hotel has the amenities of a 3 star hotel. I won’t mention the amenities in the men’s change room between the pool and gym as there were none. You will find all amenities in changing rooms of most good hotels. Furthermore, if you expect your guests to wear a swimming cap in the pool then provide them as part of the room charge or for free. I’m referring to the black caps. Charging 3 Euros is petty; are you not charging enough to make up this cost?

On one morning we had no hot water so we had to have cold showers - we called service and eventually had it fixed but again this just dampens the experience a little bit more. We also had to call room service to...