This business is Trusted — customers consistently rate it 4.3★ across 3,792 reviews, indicating reliable, quality service.
Well-established with 3,792 reviews. A 4.3★ average reflects broad customer experience.
Reviewers appreciate responsive communication and work delivered as promised.
Some customers note response times during peak periods.
Those who value consistent quality and professional service.
Review Rank Score (0–100) blends a Bayesian-adjusted rating, review volume, recent sentiment, and rating consistency. It's a predictive reputation estimate — not a replica of Google or Yelp's ranking.
We stayed here for 5 nights and it was great. The location was perfect as everything was in walking distance. The handicap shower for my wheelchair bound father in law was the best I’ve seen. The staff was incredible. Gregory the bellman at check was friendly and informative. Shannon at front desk was very helpful and friendly throughout stay. Leroy in the lobby was great to converse with. Lola our housekeeper was great and took care of anything we needed. At breakfast Tiffany and Kristy were awesome and friendly. Krist remembered what we were drinking and was great to converse with.
I have been to 50 states and a few countries. This was, by far, the most uncomfortable experience I have ever had with a hotel. Booked a room, showed up and waited in line for 30 minutes, to be given keys to a room with a nude man inside, who was very unhappy -to put it lightly- about me being there in his room. I went back down, waited in line yet again, to let the staff know about what had happened. The lady behind the front desk was very apologetic and kind, and had me placed in another room on a different floor, but then they proceeded to charge me full price, a second time, for that new room they put me in. I only found out later on in the evening when I checked my banking app. I called the front desk to let them know what happened and they said it will be 'about a week' until I can get my money back from one of the rooms, and that there was nothing they could do with the price of the other room since I booked it third-party. I was given a long explanation on why it was a poor choice on my part to book third-party instead of directly through them, because they 'could have' adjusted rates accordingly. They gave me $50 to use at my convenience at the hotel bar, and then when I called to let them know they had double charged me, the manager Linda just increased it to $75 while telling me there was nothing she could do, also let me know that if I did not use the $75 on booze, food, or parking, that it could not go towards the price of my room and that it would just disappear. So I used $40 for my overnight parking, and $35 simply went back to the hotel. All in all, I spent about 2 hours in the lobby while trying to enjoy my trip, spent double what everyone else paid, and had to be confronted by an angry naked man in the process. I will absolutely not be coming back to this location, no matter how convenient the location is for me.
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Stayed overnight at this location because of roads being closed down for the Pittsburgh Marathon. For check-in, we waited at least 20 minutes for the two agents and the line wasn’t moving. You could hear they were deep into addressing problems for their customers, clearly we weren’t the only ones who needed help. We decided to use the app for the key and check in that way even though we had questions about breakfast, room upgrade for being a platinum member, and asking for one more hour for a late checkout so my husband could shower. Upon asking on the app, ALL WERE DENIED. Response was “we aren’t doing upgrades today” and “we aren’t doing late checkouts tomorrow morning”. I want to mention online, upgraded rooms were available for booking and when asked about this, they are reserved for “operational needs”. Your Bonvoy status means nothing here. The breakfast staff is the only shining star here, it was fantastic and the only benefit I received from the location and the reason why I’m not giving 1-star rating. I reached out for support because I’ve never encountered such blatant disregard for what makes me loyal to Marriott. I want to say, the person who claims to be the front office manager, Olyvia, will give you Marriott points but not actually address the problem or attempt to rectify the situation. I am still not satisfied and shared this with her to no resolve. To boot, the rooms are extremely dated, chair was grossly stained, and the rug was torn up. The coffee maker had graffiti on it that said “slay”. Will never forget that fun tidbit. This Westin is in a sad state with the leadership in charge here and the state of the rooms. My interactions with the hotel staff and especially Olyvia, have me questioning why I’m so loyal to Marriott!
Today something really strong and very unpleasant happened to me at this hotel. I’m a delivery driver, and I went to pick up an order from a store inside the hotel. A security guard told me where to go and allowed me to park there while I picked up the order. When I got back to my car, a valet employee started yelling at me very loudly about where I was parked. While I was sitting inside my vehicle, he held the door very strongly, and even though I was trying to close it, he wouldn’t let me while he kept yelling very loudly at me. Then he slammed the door shut very hard. At that moment I felt scared, intimidated, and unsafe. I tried to take out my phone to record or take a photo, but I only managed to take one where you can barely see a little bit. After that, he came over to the other side of the car and seemed like he wanted to keep yelling at me, so I left immediately because I was very scared and I wasn’t able to respond to him at all. I called my boyfriend crying and I couldn’t even speak because I felt so affected by the situation. About 40 minutes later, I went back to the hotel with my boyfriend to report what happened, and they told us we had to contact the valet company directly and that they couldn’t do anything. I also asked them to check the security cameras since I’m almost sure the incident could have been recorded, but they didn’t do anything or offer any help. I explained that, directly or indirectly, a situation like this also affects the experience and safety of the people who visit the hotel. I asked if they could at least tell me the employee’s name so I could report him, and they told me they didn’t know it either. I was really disappointed with how the situation was handled. No one should feel intimidated or unsafe while simply working. I felt very vulnerable and very affected by what happened, and I hope situations like this don’t happen again.
This is an older hotel. The plumbing had some issues, but the staff responded quickly. Breakfast portions--if you decide against the buffet--were very large. Is a good size to split.