The Westin Denver International Airport — Hotel in Denver

Fabulous hotel for high end customers and people in need of staying at the airport. We were the ladder kind with a golden retriever in tow. The hotel rented us a nice room with a hideous view of the construction site and we paid a small fortune for it, close to 500 dollars for one night, but we were thankful that the hotel provides dogs owners with a dogs’ wing, so be it for the view. The hotel room was very basic for the cost but comfortable bedding was provided. The negative score of the overall review concerns the service provided by the Bel Hop and the front desk at The Westin. Upon our arrival, the day before our international flight, we reserved a time slot for two handlers to assist us with our luggage and XL dog cage to the check in at the airport counter. The assistance from the hotel to the airport, and the airport adjacent are the reasons why we picked The Westin. For the cost we could have stayed in a hotel further from the airport and hire a specialized service to deliver luggage, people and dog at the counter the next day. We decided against it concerned that if said service failed to show up, we would miss our flight. Instead, we went with The Westin with which we are members. Upon our arrival at The Denver Westin Airport Hotel, we booked assistance from the Bell Hop for the next day. With a large luggage load we asked for two baggage handlers to assist us. The next morning we double checked that assistance would be provided on time. We were assured that it would not be an issue and that two handlers and two trolleys would show up at our room on time. 45 minutes past pick up time, after 3 calls and one front desk discussion, Lawrence from the Bell Hop staff, showed up alone, apologizing for the hotel mishandling of our request. My husband substituted himself for the second helper and handled the second trolley and we made our way through the airport without further delays. Based on our experience, we advise you to put A LOT of pressure on the front desk upon requesting this service if you do not want to miss your flight. Had we not allowed ourselves one hour of padding time, we would have missed our flight. Lawrence saved the day and The Westin from a harsher review on our part by staying with us until we were all set, dog in the cage, luggage registered, on our way to TSA. We took more than one hour of his time and we were concerned that he would be in trouble with his boss. He said it was his fault so he would stay, regardless of consequence for him, if any. Let’s be very clear here, it was The Westin’s failure to perform, not his. Discarding his objection, we adequately compensated Lawrence for his beyond expectation service to us. The Westin could learn from this staff member and we hope he was not reprimanded for spending so much time to assist us. John and...

I’m divided here between horrible service and convenience. Is Westin using bait n switch to take advantage or are they completely incompetent to run a “4 star” hotel? My experience in service was a 1 star and location a 5! It started at 30,000 feet during a very rough turbulent international flight. Flying back into a stormy Denver already delayed by hours, we decided to stay the night at the Westin and start fresh in the morning! I have the Bonvoy App, I’m a Platinum Elite and started pulling up available rooms! This would not be the first stay at the Westin. We love the airport activity! For that reason we booked a corner room $200 more a night for $759! Yes that’s outrageous but again is it a convenience fee or deliberate? It was one night so I booked the corner room, 2 hours before check in. When we checked in we had an airport luggage cart and my travel partner in a wheelchair. Front desk handed me the keys and we waited for assistance with luggage. A security guard finally stepped up to help saying the bell staff disappeared. When we got to the room I mentioned this isn’t a corner room. The security guard said yes it is. It was center location with a connecting room! I called the front desk and notified them of the mistake and she said no worries she would adjust it. The next day when we were ready to leave we called for bell desk assistance. We waited 45 mins and no one came! I called again for assistance and we waited another 30 mins for someone showed up!! So unacceptable! Then he complains no one told him! We head to the front desk to check out, and I notice that my promise adjustment wasn’t taken care of! I show the front desk my screen shot and email with the confirmation of a corner room & she replies we don’t see that! Ahhhhh BAIT N SEITCH FRAUD! She calls someone to help and they call back with we’ll deduct $100! There’s the SCAM! I’m tired, I want to go home so I reluctantly agree to the SCAM! We head to the valet entrance, again luggage cart and a wheelchair! AND THE BELLMAN TURNS AND LEAVES! He asked the valet attendant with a broken finger to help us load Uber! Of course he was busy doing his job and couldn’t! What kind of customer service is this? What fraudulent games are being played at this property? Keep all records and check everything before you check in/out!!!! Again I’m torn here because the location is perfect but this property is No “4 star” service property! Not sure who the management company is but they must know this is going on, at least I’d hope so!...

My family and I had an early flight from Denver recently and rather than wake up in the middle of the night to drive we thought it would be nice to go early and enjoy a stay at the Westin. The location couldn't be better - you can literally walk directly in to the airport from the 5th floor of the hotel, and the valet parking equals out to what you'd pay in the main self parking deck after 5 days so retrieving the car on the way back was so easy. Unfortunately however, the hotel is seemingly unequipped to handle a high volume of guests, which seems odd considering the location. I understand that food and beverage options are operating very differently due to COVID...however, there must be considerations made for the fact that guests - ALL of the guests should be able to find food and beverage at the hotel. We arrived around 5:00 pm and got settled in our room and went down to find out about dinner options. There are two seated dining restaurants in the lobby area (though they are quick to tell you that they aren't affiliated with the hotel) - both of which had over a two hour wait for dinner. Neither one was offering TO-GO options that didn't also come with the same wait as dining in-person. As we were traveling with small children we didn't love the idea of having to literally sit or stand in line for two hours (there was no option to have them text you when your table was ready) so we thought perhaps we'd opt for room service - but come to find out they don't offer room service dining. The only bar onsite (we thought maybe they'd at least have some type of food menu there) was closed completely due to COVID. There is a grab and go coffee shop in the lobby but they were out of anything that would qualify in my book as real food - only pastries and packaged goods left. I was astounded that there was seemingly no way to eat there! I went to the front desk and asked and they seemed very nonchalant, and unconcerned and directed me to try one of pre-security restaurants inside the airport...which I did - only to find that the only seated option was closed already leaving us with Subway as literally the only place to eat. I looked up restaurants we could drive to and the nearest one was 45 mins away due to traffic so....me, my husband, and two kiddos waited the 2.5 hours and finally were seated for dinner at 8:30 pm...this hotel needs to get its act together and provide better dining options to it's guests. They call themselves a four star...