The Westin Birmingham — Hotel in Birmingham

I visit Birmingham often and recently stayed at the Westin for the first time. I must say, the experience was not good-- and the "hospitality orientation" of the manager (initials MJ) was not consistent with my experience as a Platinum Bonvoy member.

First, the lounge was being renovated which was understandable, but disappointing, given that access to food and beverages is one of the earned benefits of Platinum status. I was charged $4 for a coffee from the restaurant despite being told at check-in that my breakfasts would be included due to the closed lounge. I explained this to the restaurant staff who insisted I pay. This was not a big deal but rubbed me the wrong way.

When I first checked into the room, I used the bathroom and quickly found out that there was no soap. The room was cleaned, but toiletry supplies were not replenished from the previous guest. Again, understandable given the labor challenges right now-- and this was likely an honest mistake. I called, waited, and eventually got ample soap. The cleaning staff was terrific.

On one day of my stay, my wife and I walked into the hotel and were greeted with a smile by the front desk staff. As we were approaching the elevators, a man (later stating he was the hotel manager, named above) chased us down and asked us what room we were going to. This seemed odd-- and felt like a security breach. Was he asking if we are hotel guests? Was he trying to find out where we were staying. None of this was clear because he did not have any visible cues that we worked at the hotel. All other hotel workers had name badges or uniform suit coats. I asked him who he was... and he stated "management." I asked him why he's not in uniform-- or at least with a badge... and instead of de-escalating our discomfort with the intrusive (and unusual) questions-- he stated that the key server was having trouble and he wanted to assure we can get into our rooms. I asked why he didn't just state that in lieu of interrogating us with unusual and alarming questions. He blew us off and stated he's "the manager."

We were rubbed the wrong way but upon arrival to our room, we had no problem with our key card. A few hours later, upon return to the room again, our key access was revoked-- either because the manager retaliated against us (we eventually told him our room number) for the unpleasant exchange-- or because the malfunctioning key server finally affected our room. Either way, this was yet another inconvenience that seemed to be "blown off" by the manager.

We had several other minor inconveniences during our 3 night stay-- none of which is typical of most Marriott hotels especially not Westin branded locations. After my stay, I received a survey and provided feedback about my experience. I expected some response from the hotel-- maybe even from MJ. Two weeks ago I received a generic message stating "we'll look into your complaint" and "we'll make sure this doesn't happen again to others." The form letter was signed by MJ. I am posting this review today because I never heard anything else and believe The Westin in Birmingham can do better. I will continue to be a loyal Marriott Bonvoy member, but will not stay at the Birmingham...

As a Marriott Platinum member, I expected more out of the Westin - Birmingham. Over $1500 worth of room charges, food items spent here for little return of happiness for the family. This two-day, multiple room family stay was terribly disappointing to the point that I've listed the issues that I experienced so you can hopefully make your own decision for future decision to go somewhere else:

Reservation tried to get adjoining rooms ahead of time, Marriott website and hotel personnel will NOT do this for you ahead of time...plan on this to be negotiated at the desk when you check in and if they grace you with their Check-in to the rooms had convenience items missing (bath mats, water and coffee items. Front desk personnel are not familiar with the term "room service" as I was told the rooms would be cleaned at check out...of course I was talking about the availability of in room ordering food. Food items in the hotel managed Pub were decent, but when faced with a concert or special event, the staff is massively over-whelmed and angry that they are understaffed. No room service is available at the hotel. When you call down to the pub, no one answers the phone by their internal policy (staff told me this) Plan on that there is no food service prior to 0630 am, specifically no coffee is available in the hotel/area earlier than 0630. Lastly, on checkout the hotel made most guests take luggage three blocks away to a back alley in the rain due to special event road closures. No advance notice that there would be delays were given to hotel guests. Private event security would not let anyone to the front of the hotel to leave and no arrangements were made to get your checkout completed. (Note: at the Sheraton around the corner, this did not happen...the road was open to let out guests). You could not pull up to the hotel to load any luggage and other guests were forced to walk 3-5 blocks in the rain to get a cab/uber ride to the airport/destination. Only one manager "Devin" was on duty for two hotels (Westin/Sheraton) and could not take care of issues at the Westin this am. However all exceptions were made for Kevin Hart's entourage to get up to the hotel with multiple vehicles, so they did not have to leave in the rain with wet luggage like all other guests. Note I agree that the VIP should have had access to checkout without issues...but this should have been extended to other guests too and advance notice should have been told to all guests of road closures. I essentially had to load my luggage onto a hotel cart, walk multiple blocks and load my kids in the cold rain into a vehicle after a 5 minute debate with private event (red jacket) security.

Obviously this is the last time we plan to go to the Westin...it appears that they have a monopoly on event stays for the new stadium and don't really care how the experience for guests is received. The hotel is older and the details that Westin was known for is not present here. I have plenty of other hotels to go to in the...

Pro: I checked in on August 12th, the hotel is very nice. The location is quite and peaceful. They staff are nice, pleasant and very accommodating. The pool, fitness room, and gym are great amenities. Cons: I've had several issues with housekeeping here. Everyday I've had to call housekeeping for clean wash clothes, bath towels and hand towels. I've had to ask for our beds linens to be changed after being here four days and it not being done. Just this morning I've had to ask for our room to be vacuumed and the bathroom to be cleaned. (Floor mopped and toilet cleaned) I have my 14 teen year old great nephew with us. I've had to ask for coffee, creamers and sugar. They give you the use of a coffee pot, but don't maintain the condiments in the room on daily bases. I've never been in a hotel that doesn't do these things on a regular. The first day here I entered the Todd English restaurant to get something to eat being diabetic, and there was no hostess. I stood waiting and looking around and No One acknowledged me. Their were other staff walking around. The waiters,waitresses and a gentleman that was expediting the food. I then proceeded over to where the man expediting the food and cook were. I began talking to the cook. He was pleasant, sociable, and offered some samples of the food. Again, no one asked if I needed any assistance, or if I wanted to be seated or wanted to place a take out order. So I placed my order with the cook and went and sat myself. I stopped a waiter and asked was there anyone waiting this table he said no one has assigned tables and that he would wait on me. I asked for a glass of water and I told him I had already placed my order with the cook. I got the attention of the man expediting the food and I was explaining to him what just happened. He offered no apology. I told him I had placed my order with the cook already. He said, he'll go check on It. I jokingly said, chop chop. He got angry and chewed me out. Wow, I got up and told him cancel my order and I left that establishment. I went directly to the front desk and spoke with the manager on duty who did her best in addressing this issue. The food was cold, they brought no condiments, no napkins and no utensils. Needless to say, my family have not eaten in this restaurant, nor will we as our stay doesn't end until Friday the 18th. Also, food trays from breakfast were left in the hallways well into the evening. Mine were never picked up. I had to asks management to have them picked up. It It has been frustrating, aggravating and irritating to say the least. I'm down here here with my mother, nephew and myself for a missionary conference. We'll this has been my experience THUS far at this Westin Hotel, you decide for yourself. Personally, I'm sure I won't be looking to stay at this Westin Hotel again. I rate my experience here 3 stars. NO ONE, contacted about these issues at this...