The Westin Book Cadillac Detroit — Hotel in Detroit

This hotel is fine, but nothing great. Not quite a full 4 stars.

Our room and the main areas all looked nice and updated and felt clean. The location was very walkable. However, a few fairly significant complaints: We were on a 2-night family holiday and wanted to make it feel special for the kids, but out of all the possible rooms in the huge building, we were put on the 16th floor looking right out at a WALL rather than any view in any direction. The swimming pool is filthy. The tiles are stained brown right above the water line. The water also looked a bit green to me, but that could be the lighting. The pool area itself looks nice in theory. The hallway leading to the gym and the pool had a sweaty, musty, stuffy smell. Not nice. Our room also had a smell that kept me up at night. Hard to put my finger on exactly what the smell was, but it certainly didn't feel fresh/circulated. We tried leaving the fan on all day and night but that made it too blowy to sleep. And we tried opening the windows, but they don't have screens, so we didn't want to leave them ajar. We were provided vouchers for breakfast but there was nothing that our Celiac daughter could safely eat, so we didn't get to use them. They told me (with very little confidence) that they potatoes were gluten free, and that maybe they might have bread. I asked them if they could make her an egg and they said yes, but when I asked if they could keep it from cross contamination, the door staff didn't look confident about that either. I enquired which gluten-free cereals they have, and they said Cheerios and Honey Nut Cheerios, which I know are considered gluten-free in the US, but the Canadian Celiac Association advises Celiacs not to eat these. The main floor lobby was lacking in friendly, approachable staff. Up on the second floor, there were better staff at the registration desk. But our first impression upon arriving was that we weren't feeling very welcomed. Our first point of contact was the valet parking company who were a little pushy; I was in the midst of rolling down my window to talk to the girl and she pulled my door open where I had my purse and loose items and I was not thrilled that she did that. The self-parking situation is not too bad; the designated floors are quite high up, so it takes a while to get there, but at least ins & outs are allowed. It's a bit slow getting the tickets validated, but not a terrible situation. The hotel doors closest to the parking garage were blocked off the whole time we were there, so we had to walk all the way around to the front entrance of the hotel which was further than necessary.

Overall, not a terrible stay by any means. The beds were comfortable and the room looked clean and updated (just didn't...

I am not one to post negative reviews about anything, but in light of the number of issues we experienced at this hotel and the disappointments and stress it caused me surrounding my wedding day, I felt I should share my experience. We had arranged a wedding block here for my bridal party, and had been assigned an event coordinator for my day of wedding needs because the plan was to have my bridesmaids get ready in my hotel suite with me. We had worked with an event coordinator through the hotel to arrange for a full length mirror, champagne flutes, bar stools, and a continental breakfast to be delivered to my suite the morning of the wedding so that all of the bridesmaids could comfortably get ready and enjoy a nice breakfast together. We had planned this with the event coordinator back in MARCH, and had a full chain of emails discussing the wedding day plans and confirmed everything multiple times. My wedding day in SEPTEMBER came around, and me and the bridal party were in my suite awaiting breakfast and supplies that never came. After we had been discussing these plans for months. When we called the desk to inquire about where everything was, they stated that they had no record of any of this in suite order. And furthermore, that there were no event coordinators in house that day - which came as a shock to me considering I was told multiple times that all of their rooms were booked out and this was their busiest weekend of the year…and they had no event coordinators in house? I found that odd. So then I then spent the morning of my wedding day stressed out, angry, and hungry and we had to send my now husband and his groomsmen out to buy us some food somewhere before we went out to take pictures. We were able to eventually get the bar stools, champagne flutes, and mirror that we ordered…but it took multiple irritated phone calls to the front desk and they arrived hours later. What was supposed to be a nice, happy and relaxing morning turned into a stressful and frustrating one. I feel that I am being nice in not name dropping the event coordinator on here. I was even frustrated by how difficult it was to get a refund considering how much they dropped the ball, it was hard to get some money back. I would like to say thank you to John Frost though, as he was able to get our refunds pushed through after asking multiple people, multiple times. I was incredibly disappointed in my stay here, and I won’t be returning or recommending this...

Serious Letdowns on Wedding Day.

We had a block of rooms at the Westin Book Cadillac for our wedding party the night of the wedding day on 9/23/23, and a suite for the couple and getting the bridesmaids ready booked 9/22/23-9/24/23.

We had several issues on the wedding day at the Westin. We are disappointed and these complications caused us undue stress on the couple's special day. There were very stressful mistakes by the Westin team, and customer service resolution when we brought all of this to their attention was slow and lackluster. We were offered a ~$100/night reduction per night on the bridal suite rate, and 20,000 Bonvoy points. This compensation just barely meets our expectation of acceptable.

All of the preparations we arranged ahead of time with our Event Coordinator were not done- supplies for the bridal suite (requested in a Wedding Room Block Questionnaire 3/8/23 and confirmed received by Coordinator on 3/9/23) and a Bridal In-Room Dining order (placed and confirmed received by Coordinator 9/13/2023).

The Bridal In-Room Dining order was missed entirely. I instructed the bridesmaids we would be fed in the suite, so no one ate ahead of time. We had a suite of ten hungry people on a tight timeline, and had to send the Groom himself and groomsmen to the on-site Starbucks to buy food at the last second. The Westin had no record of our order and I was making stressful phonecalls when I should have been in hair and makeup and enjoying the day with my sister.

The full-length mirror and barstools requested on the questionnaire back in March were not brought to the bridal suite. I had to call the front desk, who had no record of any of our prior arrangements, to get them brought up. We did not get everything until 10:40am, when we were two hours into hair and makeup services.

It took two phonecalls and two hours to get champagne glasses delivered to the suite.

It was difficult to get a luggage cart and staff pressured the newlyweds to get out of the hotel quickly with the cart upon checkout because there was a limited number of carts and they had a lot of people to get out of the hotel. We're very surprised by how difficult it was to get this basic amenity at a luxury hotel.

We trusted the Westin team, communicated clearly, and filled out paperwork diligently. We are sad...