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-   -   W Los Angeles Westwood 2007 on [Master Thread] (https://www.flyertalk.com/forum/marriott-marriott-bonvoy/168638-w-los-angeles-westwood-2007-master-thread.html)

sfozrhfco May 9, 17 6:46 am

This hotel has a lot of potential. The location is great and the room remodel went well. Service is a bit lacking. Y24 was approved and even after arriving 45 minutes after the requested time, the room was not ready. Was told that an approved Y24 is only a request. If they are full the night before, it won't be honored and is treated as a request. Why approve it, if it won't be honored?

i suspect the issue was they wanted to give me a better room but giving false information as to how the Y24 program works was a bit annoying. I was fine with the waiting and check in process up until then but dislike being given false information.

Ended up getting a different room about 1 1/2 hours after the requested time.



Then requested either a coffee maker or tea kettle with a mug. Whatever/whenever said in room dining would bring it. They said housekeeping would bring it. Nobody came. Had to call again and finally received the tea kettle over an hour later with no mug. Then ended up getting a paper cup.

Not big issues but went from an excellent stay to one that was a bit less so.

helvetic Oct 12, 17 6:11 pm


Originally Posted by stimpy (Post 24901535)
The hotel industry is full of such names. It's worse in Europe. But in LA, of course we also have the Four Seasons Hotel Los Angeles At Beverly Hills which is actually in Los Angeles and not BH. I think it used to be called the FS Beverly Hills, but was forced to change to the above title.

You mean like how they call BUR Burbank airport the "Hollywood International Airport" where the only true word in that name is "airport."

I'm staying at this property tomorrow. A bit annoyed because I'm stuck with an expensive nonrefundable rate because I screwed up the BRG by being 23h from "standard checkin time" at submission.

bhrubin Oct 12, 17 7:36 pm


Originally Posted by sfozrhfco (Post 28287683)
This hotel has a lot of potential. The location is great and the room remodel went well. Service is a bit lacking. Y24 was approved and even after arriving 45 minutes after the requested time, the room was not ready. Was told that an approved Y24 is only a request. If they are full the night before, it won't be honored and is treated as a request. Why approve it, if it won't be honored?

i suspect the issue was they wanted to give me a better room but giving false information as to how the Y24 program works was a bit annoying. I was fine with the waiting and check in process up until then but dislike being given false information.

Ended up getting a different room about 1 1/2 hours after the requested time.

Then requested either a coffee maker or tea kettle with a mug. Whatever/whenever said in room dining would bring it. They said housekeeping would bring it. Nobody came. Had to call again and finally received the tea kettle over an hour later with no mug. Then ended up getting a paper cup.

Not big issues but went from an excellent stay to one that was a bit less so.

Agreed. I've not had those issues and have had very good service here...but you clearly didn't get that same level of service for this stay.

bhrubin Nov 8, 17 12:01 pm

On my 3rd day into my 3 night stay, and I have to say that despite a very rough start on my first night, my stay has been pretty great since.

Arrived and had to wait 20 min despite Your24 confirmed for before my arrival, a little disheartening.

Tried to call valet for my car pick up, then Whatever/Whenever, and then the operator...but after 25+ rings on a few tries each, I finally had to go down and ask in person. I was fairly annoyed.

Had air con issues to start in upgraded Fabulous Suite, despite me confirmed a week prior that the air con would be preset and in great working order. After returning to hotel on first night, they moved me to a new suite they said was below 66 F—which was 72 F when we entered. It was a disaster, so I went back to my original suite. Finally, at 10:30 pm or so, an engineer properly fixed both bedroom and living room air con units so they eventually cooled to lower than 70 F. Awoke next morning and bedroom was actually 65 F!

Since then, the only thing that has gone awry was the air con once—the living room air con seemed to reset to 70 F yesterday, but an engineer came promptly while I was at dinner. I returned to it being 67 F. Success!

Service since has been flawless. Food and beverage has been fabulous. Everyone knows me by name and has been incredibly apologetic for the first night mishaps.

If this hotel could only get its hard product in proper working order...and then follow through service-wise as well as it’s obviously capable of doing, this would be a fantastic W and one of the best. I still love this hotel...but its air con issues do give me pause.

bhrubin Nov 10, 17 6:56 pm

Incredibly amazing stay with fabulous service even after a rough air con start
 
Introduction I just returned from another 3 night work stay at the W Los Angeles in Westwood. This will have been my 4th stay in the last 18 mos. I previously reviewed our leisure stay in a Wow Suite in Nov 2016.i absolutely love almost everyuthg about this W. Its location is superb for almost all of my client meetings in Los Angeles. Its rooms are all extremely spacious, and its suites are extremely spacious. The food and beverage are always fantastic, and the service is almost always very good. In addition, since I drive up from my home in Orange County, I can drive my Tesla and have the hotel charge my car every evening free of charge—a very nice perk. My biggest challenge here has always been the air conditioning. For most, I’m sure it’s more than sufficient. For me, the owner really needs to invest in new HVAC units that reliably can cool in all the rooms and suite to temperatures closer to 65 F. Despite a rough start due to an air con fail, I had an exceptionally good stay again. Despite the rough start and my air con concerns, I confess to stil loving this hotel. They really do try so hard to take such good care of me—even when things go awry. They upgraded me to a Fabulous Suite even though I’d insisted it wasn’t necessary. They offered other suites when I had issues. They really do try hard to please. Check In Check in was a little disappointing. I’d had confirmed a Your24 early check in at 2:00 pm, on,y to arrive around 2:15 pm to discover the room wasn’t ready. I’d contacted the Guest Relations Manager a week before my visit to ensure there were no air con issues in my room, that I didn’t need a suite, and to ask for my room to be pre-cooled to 67 F so I’d know on arrival that I would be set. That didn’t happen. Still, the attendant was very nice and friendly and offered me a free drink at the outdoor restaurant/Lounge. Too hot and sunny for me, unfortunately! After only another 15-20 min, she came to find me and had the keys for my upgraded suite. So disappointing start, but nothing too big. Room Despite insisting I didn’t need a suite, I assumed they had determined the air con would be best in this particular suite. Unfortunately, that was not the case, Still. I do love the Fabulous Suite—even if the second bedroom and even the living room are a bit superfluous when I’m traveling alone. I had a Fabulous Suite a year ago for my work trip, though I’m not sure on which floor. The living room is very spacious, comfortable, and has a lot of natural light. No real view, but it’s Westwood!I took my room service breakfast every morning on the glass desk. Otherwise, I rarely was in the living room on this trip.The mini-bar and refrigerator has lots of snacks and drinks, all for a price, of course. The bath was pretty spacious....though I wish it had a proper walk in shower rather than the tub:The bedroom is spacious, comfortable, chic, and yet simple...and with plenty of natural light, as well.There was plenty of storage, too.Plenty of plugs by each side of the bed. Easy to find switches to turn on and off the various lights. All in all, a very well designed room.The second bedroom is pretty spartan but offered a comfortable drop down bed (already down on my arrival) with plenty of storage in the wardrobe. Service Service overall was truly outstanding. I had a rough start, though.As mentioned previously. I did email the Guest Relations Manager to make sure my room was well air conditioned and pre-cooled to 67 F for my arrival. That didn’t happen. Or it happened and the air con played tricks on their staff.i arrived to realize they had just turned on the air con. Since it was about 69 F outside, it was obvious that the ore-cooling hadn’t happened or that the air con might not work. After about an hour and no real change, I contacted Whatever/Whenever. After leaving and coming back, they offered me another Fabulous Suite they insisted had cooled to 67 F...but it was at 72 F when we went to check. So I returned to my original Suite, and I was pretty upset. Eventually, at 10:30 pm, their engineer. Gary, came up and did something...and I barely had any air con issues again. Within another hour, the bedroom was at 69 F and cooling and the living room was at 68 F and cooling. I awoke and my bedroom was at 66 F. I was in heaven.During that first day, I also had called Whatever/Whenever and the valet number to get my car...and after 25+ rings, I gave up and went down to the lobby. They obviously were manning the phones,so I’m not sure what went wrong. After that crazy start, though, my stay was absolutely flawless. I never had any other issues with reaching Whatever/Whenever. The team checked on me a few times throughout my stay to make sure the air con continued to work. When the living room unit seemed to have an issue, an engineer came up while I was out and I always returned to a very cool room. The team brought me extra water. The many room service orders were perfect and delivered promptly. The bar staff was fabulous. The STK restaurant staff was fabulous. The valets always had my car ready and waiting whenever I asked for it. They also charged my Tesla whenever I asked, so I always had a fully charged Tesla ready to go. The service really was tremendous. I was so impressed I called the GM to thank him and the team—and especially Gary—for helping to make it so great. I also apologized for getting so angry when the air con didn’t work that first day—and everyone acknowledge I had tried to deal with that a week in advance and didn’t need to apologize. Extreme graciousness all around.In a word: give them a chance. They really can provide amazing service here. Dining The dining here was amazing. First, room service breakfast was always extremely prompt and always got my detailed orders right. They even began to anticipate what I’d need for my final mornings. I always ask for hot milk and they always delivered. The food was also delicious. Dining at STK was also fantastic—even better than last year’s wonderful dinner, Forgive the chic lighting, as I don’t like to use flash and annoy others when I can avoid it.The bread was crazy good.Our appetizers were divine.The steaks were even more divine.We so enjoyed the meal that we had to try dessert. We couldn’t decide between two, so our server comp’d us two and got us three darn desserts. His suggestions were the best.Our server was incredible. A great and funny guy. We had a fabulous time with him, and we were so grateful for his suggestions.An amazing Food and Beverage experience. I was even willing to dine at STK again the next night, but my clients weren’t as fond of steaks. Location As I mentioned before, I find this W Westwood location to be almost perfect. It is located very close to my clients in Brentwood, Santa Monica, Westwood, West Hollywood, and even Hollywood. It was only 20-30 min to Eagle Rock during the day, and only 25 min from Pasadena in the evening. It’s also an easy hour or so drive from my home in Orange County. Overall I always say that amazing service can really turn around a stay. That’s what happened for this stay (and so many others) here at the W Los Angeles/West Beverly Hills. (A mouthful to be sure!) but the team really went out of its way for me, even after I get so upset with the air con not working as well as I was promised. But then everyone really took care of me. Everyone knew me by name. Everyone was friendly. Everyone was really trying hard to make sure I had whatever I needed. And the whole rest of my stay was bliss.i had some problems. But I continue to love this hotel. I just want them to get more reliable air con so I never have any issues there again!

helvetic Nov 11, 17 2:11 am

I'm currently at the W Westwood again. I must say, I quite like it here. Overall great value and great location. The breakfast is a bit meager and the hard product is definitely working with a meh building. But they have so many suites and have always treated me well. I'm defintiely making this a go-to.

schley Nov 11, 17 12:01 pm

I remember when I was coaching at UCLA in the winter of 98 I believe and we used this property for recruits. It was the Westwood Marquis then and our basketball coaches had Carlos Boozer in visiting from Alaska that same weekend. I had to drop off a couple recruits after dinner at the Planet Hollywood we used to use and was around 11 pm. He was just going out for the night with a couple ladies as a recruit! .......)

EuropeanPete Nov 11, 17 1:27 pm

@bhrubin, I wouldnf Complain about your amenity - I got a bottle of Evian and a granola bar ;)

bhrubin Nov 11, 17 1:32 pm


Originally Posted by EuropeanPete (Post 29048732)
@bhrubin, I wouldnf Complain about your amenity - I got a bottle of Evian and a granola bar ;)

Normally, I could care less about the amenity, but after that air con debacle they should have offered something a bit more generous. :p

sfozrhfco Nov 11, 17 6:16 pm


Originally Posted by EuropeanPete (Post 29048732)
@bhrubin, I wouldnf Complain about your amenity - I got a bottle of Evian and a granola bar ;)

Yeah, I always tell them no thanks when it is delivered.

helvetic Nov 12, 17 4:04 pm

I got a bottle of SmartWater and a packaged smore bar.

Also, this is my second stay here but the first time using the breakfast. What a weak implementation of the benefit. The foot options aren't particularly good (mediocre "full" breakfast, mediocre breakfast potatoes, mediocre salmon bagel, horrible breakfast burrito). The only thing I enjoyed was the delicious Huevos Racheros.

But my biggest beef with the breakfast is that it's implemented as a $20 credit per person, which isn't enough to order ANYTHING on the menu. Most of the dishes are $22+ ($28 for an egg white omelet!?), coffee is $6, and throw in 25%+ for tax and tip, and you're already looking at over double your credit.

It's a joke, and I stopped by the front desk to share my thoughts on it—only to be told that there was nothing they could do. The front desk agent seemed surprised when I mentioned that Hyatt guarantees a full breakfast and most other SPGs have a much more generous implementation of the benefit. (W Boston / W Bellevue / W Amsterdam have no limit, for example.)

bhrubin Nov 12, 17 4:21 pm


Originally Posted by helvetic (Post 29052855)
I got a bottle of SmartWater and a packaged smore bar.

Also, this is my second stay here but the first time using the breakfast. What a weak implementation of the benefit. The foot options aren't particularly good (mediocre "full" breakfast, mediocre breakfast potatoes, mediocre salmon bagel, horrible breakfast burrito). The only thing I enjoyed was the delicious Huevos Racheros.

But my biggest beef with the breakfast is that it's implemented as a $20 credit per person, which isn't enough to order ANYTHING on the menu. Most of the dishes are $22+ ($28 for an egg white omelet!?), coffee is $6, and throw in 25%+ for tax and tip, and you're already looking at over double your credit.

It's a joke, and I stopped by the front desk to share my thoughts on itonly to be told that there was nothing they could do. The front desk agent seemed surprised when I mentioned that Hyatt guarantees a full breakfast and most other SPGs have a much more generous implementation of the benefit. (W Boston / W Bellevue / W Amsterdam have no limit, for example.)

Your issue is with the execution of the exact Platinum benefit rather than the restaurant quality or the hotel. I understand, but the distinction is important, I think. This is about a Platinum benefit issue, not with the hotel or restaurant.

The W is executing the mimimal benefit required by SPG for Platinum guests. I agree that there are many Ws that offer more, but thats the way it goes.

As I only order room service at most SPG properties when traveling alone, this is a non-issue for me.

helvetic Nov 12, 17 4:25 pm

I don't imagine you get your room service comp'd by the breakfast benefit.

You're right, there are two issues here:

1) The restaurant quality. Food is mediocre and overpriced.

2) This W's implementation of the SPG benefit. Yes, they follow the strictest terms of the benefit if you choose the continental spread and decline to tip. But that's the lowest lowest standard they could do. And in the competitive landscape of how they implement the benefit, they are among the worst. Few SPG hotels have such a weak complimentary Platinum breakfast.

I think my criticism of their implementation of the SPG benefit is entirely valid.

bhrubin Nov 12, 17 4:34 pm


Originally Posted by helvetic (Post 29052907)
I don't imagine you get your room service comp'd by the breakfast benefit.

You're right, there are two issues here:

1) The restaurant quality. Food is mediocre and overpriced.

2) This W's implementation of the SPG benefit. Yes, they follow the strictest terms of the benefit if you choose the continental spread and decline to tip. But that's the lowest lowest standard they could do. And in the competitive landscape of how they implement the benefit, they are among the worst. Few SPG hotels have such a weak complimentary Platinum breakfast.

I think my criticism of their implementation of the SPG benefit is entirely valid.

I absolutely agree that the Ws breakfast benefit is among the weakest in the luxury group, and that your criticism of that is perfectly fair. I just dont care much about that. No, they dont extend the credit for room service, either. The Prince de Galles also had a weak breakfast benefit comparable to this W.

But I judge the hotels, not the breakfast benefit. To each, their own.

However. Im afraid that I dont agree with your assessment about the restaurant quality or prices, Im sorry to say. Its Los Angeles, where prices are high, the Ws not any higher than anywhere else comparable (or even less nice). My room service orders were between $32-38 as evidenced by my photos, and thats pretty reasonable considering what can be charged at other big city hotels. And my food every morning was outstanding. My food at STK was incredible. My food at the poolside brunch restaurant last year with my husband and friends also was outstanding.

helvetic Nov 12, 17 4:53 pm


Originally Posted by bhrubin (Post 29052925)
I absolutely agree that the Ws breakfast benefit is among the weakest in the luxury group, and that your criticism of that is perfectly fair. I just dont care much about that. No, they dont extend the credit for room service, either. The Prince de Galles also had a weak breakfast benefit comparable to this W.

But I judge the hotels, not the breakfast benefit. To each, their own.

However. Im afraid that I dont agree with your assessment about the restaurant quality or prices, Im sorry to say. Its Los Angeles, where prices are high, the Ws not any higher than anywhere else comparable (or even less nice). My room service orders were between $32-38 as evidenced by my photos, and thats pretty reasonable considering what can be charged at other big city hotels. And my food every morning was outstanding. My food at STK was incredible. My food at the poolside brunch restaurant last year with my husband and friends also was outstanding.

I have only eaten at the poolside restaurant for breakfast (the Hideout), but as a quick example of what I mean re: food quality, here is a comparison of 3 versions of the same dish in the past week at the W Boston, Hyatt Centric NYC, and here:

W Boston

http://akhun.com/seo/img-1510530369.png

Hyatt Centric NYC

http://akhun.com/seo/img-1510530401.png

W Westwood

http://akhun.com/seo/img-1510530543.png

My salmon had a giant bone in it, the bagel was pre-assembled and the ingredients were obviously lower quality. The W Boston version of the dish was fantastic, the Hyatt Centric was good, this was poor.

The other items were similarly mediocre. All except the Huevos Racheros which was truly great. But out of the entire menu, there is one good dish.

Also, re: prices yes, LA is expensive, but it's not $28-an-omelet expensive. $12 a smoothie and $6 a cup of mass-brewed-coffee is absurd. I'm okay paying $6 for a premium single-bean pour over at an artisan roastery. I'm not okay paying $6 for a tiny cup of lukeworm drip junk diner-style.


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