The Westin Lake Las Vegas Resort & Spa — Hotel in Henderson

My husband and I chose to stay at the Westin Lake Las Vegas for our honeymoon in June 2024. Based on our previous stays at other Westin's as Marriot Bonvoy Members, we had no doubts about booking this resort. I caution you: this is the worst hotel experience we have ever had. It felt like we could not go a day without an issue. In general, the hotel is incredibly worn down and it is obvious that management does not care about such. Additionally, the resort is so poorly managed that we actually had conversations with several of the staff (servers, pool staff, front desk staff), about how terrible their work experiences were. This should tell you plenty. If they can't treat their staff well, what makes you think that as a guest you are cared for? For example, one exceptionally hot morning (43 celsius, over 100 farenheit), my husband and I went down to the pool at 10:30 AM to a disgruntled employee. The manager had not shown up to unlock the door where the fridge and all the drinks were, so this poor employee was left standing in the excruciating heat waiting for her manager. When my husband and I checked in, we had to wait for our room which was no problem as we were early. Once the room was cleaned, reception informed us they were to do an in-room inspection and then we could have our keys. Once we entered our room, it was NOTHING like was pictured on the book system (the Marriot Bonvoy app), was infested with bugs in the curtains (see pictures), and stank like it hadn't been properly cleaned in weeks. We switched immediately to a room that was better suited to what we had booked (which led us to feel that we were checked into the wrong room to begin with). The balcony door was broken, which left our juliette balcony un-usable for our entire stay as we were worried that if we closed the sliding door behind us, we'd be trapped outside as the handle was THAT broken. On the third day, the lights in our bathroom kept going off as if a breaker kept tripping. We told the front desk about this, and they said that they could send someone to look at this, and if they were unable to fix, we could move rooms (again). We left for the day (at 7 AM), and came back in the evening to realize we were locked out of our room. We went to the front desk to see what was going on, to be told that we were actually in a room that was different than the number we had given. The woman was exceptionally rude as she handled this situation, and the exact phrasing she used was "why are you talking me like you expect me to know what is going on?". Excuse me, we were the ones locked out of our room with no way of getting in?! Apparently, they had decided to simply move us without informing us of such, and we had to have SECURITY escort us to our room to get our belongings!! The security guard, Tammy, was exceptional in this matter and recognized immediately how ridiculous this was, and handled the situation for us. The kicker here? The lights had been evidently fixed, and they STILL moved us without informing us. Tammy was the only good front of house experience we had at this resort. Additionally, we were staying here for 8 nights. On day 4, we had still not received any housekeeping services. We went to the front desk, and they sent someone to clean our room. Why should we have to hunt down housekeeping when we were told at check in that they come daily? For the rest of our stay, housekeeping came, but the only thing they did was change the towels. We came back to our room to dirty glasses that hadn't been cleared, bed not made, garbage can left by the front door. And this happened DAILY. Upon checking out, we were grateful to actually have a manager to greet us as this was the first time we had seen a manager over our 8 day stay. I kindly let the manager know that this had been the worst experience we had ever had at a Westin. Her response? "Oh, we're working on it". Avoid this hotel at ALL costs. Such a shame, the property is gorgeous and has potential. Sad to see how run down it is, and how...

Our family will never return to this hotel again. We are locals and I would say this 4th of July was the most aggravating 4th of July of our lives. We booked 4 rooms for the holidays. We spent close to $2,000 for the 2 – 3 days we stayed. We knew it was going to be a very HOT (117 degrees) and busy day, so we came to the upper pool area around 8am (as soon as it opened) to find some umbrellas close to each other, as we were a large group. We had a couple of babies, so we found 3 umbrellas close to each other. My mother-in-law with my brother-in-law took one, my sister w/ her husband took one, and my husband and I took one. Keep in mind that we had 4 rooms! We were not some random family/friends that showed up to party and take advantage of the facility for the day. We left our stroller under our umbrella in between our chairs, and we went on to enjoy the pool and the slide. Guests kept showing up to the pool and leaving as they couldn't find any shade. The pool area only has about 10 to 15 umbrellas total and each umbrella only provides shades for 2 chairs at a time. The hotel was at 100% capacity and not prepared at ALL to comfortably accommodate its guests. There was a large group (around 20 people) sitting in front us. There was a girl that kept moving our stroller from under the umbrella and placing it far away on other chairs that were exposed to the sun so she could take over our shaded spots. We couldn't go to order food, nor to use the slide, nor to the bathroom without getting harassed by this group. Eventually, the manager showed up (2 other ladies - separate from this group had complained about shade as well) and instead of the manager taking the time to explain to them that the umbrellas were "first-come first-served basis", the manager proceeded to tell us that we couldn't save any spots, unless we were there. What? What about everyone else? Very few people were sitting on their chairs because it was extremely hot. We were just so disturbed by the manager's lack of expertise. The manager never introduced herself to begin with. She never took the names nor room numbers from this other group to confirm if they were even hotel guests. The first thing she should have done was to try to calm the other people down by stating that she was going to go look for extra umbrellas and then she should have politely asked and collected guests & room information. Instead, she left the issue unresolved, and those other guests felt entitled to taking over other guests' spots if they were not present. The first major disturbance went on for about an hour. The other group was screaming at us and making this huge scene. All the other guests were looking at this whole fiasco taking place. The lifeguards got involved. Security had to show up. Then, the manager came. After all that, we ended up spending the whole entire day guarding our spots. We couldn't even relax because the moment we got up, people would come and try to kick our stuff to the side and take over our umbrella. We originally tried to get a Cabana for 4th of July (so we wouldn't have any issues), but we were told that all the cabanas were booked. So we booked the cabana for the 3rd of July (the day before). At the end of our stay, we ended up finding out that there were cabanas available on the 4th, but the staff wouldn't let us book them because we were booking as part of our package and the ones they had left were for guests who were paying full price. What?? We filed a complaint while we were staying and the only person that contacted us back was Wendy, the manager. However, her reply to the case that we had opened was that we went to our rooms. What? Why would I leave my stuff unattended and go back to my room in the middle of the day? I am sure they have cameras. She didn’t have to lie to cover up for her actions. And the general manager, Greg Gooding, won’t even bother to call us or e-mail us back. We will never return to this location, and we will make sure we share...

Horrible bug impested hotel. My family went to this hotel for Memorial Weekend. We wanted to relax and enjoy in the lake. This hotel was one of our top choice when we were checking out the place 2 mo ahead. We made reservation 2mo ahead so our request of a connecting room can be accommodatd due to the holiday. When we were checking in at 1pm instead of their 4pm check in time we were told they cant accommodate our request because its a holiday. We tried to understand. They wanted to put our rooms on different floor instead because most rooms were not clean yet. We tried to compromise when they offered same floor and rooms will be on opposite ends of the building. The 1st room that was given was horrible our reservation was lake view with patio. People reserve those for a reason! When we opened the sliding door of the patio a swarm of bugs or mosquitoes flew inside the room was filled with bugs. This was only within 3 minutes of being in the room. We haven't brought our laugage we wanted to check the room first before bringing in anything. We went to front desk to ask for room change. We're told we'll have to wait for rooms to be available because their housekeeping are behind. The other room was ok so we kept it. We waited 5 hours it was almost 6pm when we were given a room. We went to the room and both queen beds, all the pillows and the blanket, the phone including the night stand and the TV stand have dead bugs on them. The room was also without a fridge which was included on the description. We couldn't sit or touch anything. We called front desk regarding the situation. They said they will send the manager. But we made sure to take pictures and videos. We waited 15 minutes in the room but because of the bugs we couldn't stay any longer to wait. I've decided to go to the front desk to show them the video. Concierge was nice enough to assist. The walk from the room to the desk was less than 5 mins. Concierge called the housekeeping manager right away she was told the the manager was in the room and it is being cleaned. I went straight to the room after our conversation. I was at concierge no more than 10 minutes. I was back in the room in 5min after the call. No one was in the room when I got there it looks better. But the beddings, pillow or even pillow cases were not change. It looks like they only fluff the bed and did not bother to change anything. Because the inner lining of the pillow still has dead bugs on them, whoever tried to fluff the bed missed the side of the beds and under the blanket because the deads bugs were in there still. Horribly, disgustingand gross! This hotel should be reported for being unsanitary. I called front desk again and I was told to wait and go have dinner. We were so upset and disgusted they couldn't offer anything for the inconvenience. I called the company we made our reservation to I asked to help us with the situation. I wanted to cancel everything and I want my money back. The customer service called the hotel manager it took them 1 hour to agree to return our money we end up living the hotel at 8:30pm and wasted all our time waiting. I will never book or refer this hotel again their front desk is not accommodating and you can feel that they do not care and their just there for their paycheck. Hard to say I'm Filipino maybe that's why we were treated that way. I guess that's why we're treated that way. Till today I still have the videos and I plan to post it on my social media to send awareness to my family, friends, social friends and colleagues including community organizations...