The Westin London City

The check-in and first interaction with staff were very good, and the concierge team was amazing, really nice and helpful. But the lounge experience spoiled the rest. On day one, check-in took so long that I couldn’t use it. The next day I was told the lounge was under renovation and the restaurant was standing in for it. That substitute space had only 7-8 cramped tables and no charging points. There were one or two food items, one wine, a few beers, cheese and some fruit. That was presented as the Westin lounge standard. When I asked, a staff member said that was what they had. I used 65k points per night at this property and I’m a titanium member, and I won’t even get into the room quality. If this level of service isn’t available, at least say so instead of lowering the quality. Even ordinary lounges at other hotels are better. I won’t stay here again.

The Lounge was a comfortable place to chat between check-in and check-out, and breakfast there was solid. The Westin London City is across from the Globe Theatre and two blocks from St. Paul's. The Public, Globe and National Theatres are all handy for a theatre trip, and we walked about 30 minutes to see A Christmas Carol at The Old Vic. Whether it’s your first visit to London or your hundredth, the major attractions are easy to reach from here. Christmas decorations and the general festive cheer made the hotel feel even more inviting. We had a lovely two-night stay, choosing it for its Marriott Bonvoy affiliation, and thought it was one of the best examples in the portfolio, with the best of central London right at your feet. Our room was spacious and well equipped, and the staff were quick to help whenever we had an issue or wanted a recommendation. They gave us a tour of the hotel and facilities, too. The steam room was the hottest and best I’ve tried, perfect for sweating out the pints and grills from Brigadiers around the corner. The sauna wasn’t very warm, though it may have been the time of day. The bed felt like it was filled with heavenly feathers, and all the room tech worked, including streaming iPlayer and Netflix. This is our new go-to in the City, and I highly recommend it.

The location is excellent, a short walk from several train stations and within walking distance of St Paul's, Borough Market and Tate Modern. We also went to the continental buffet breakfast every day and thought the selection was decent. For the price, though, the experience fell short. As a Titanium Elite member, I felt the recognition was only the bare minimum, and the property was terrible value for money. Almost all toiletries apart from soap had to be requested. After a long flight, waiting even longer to freshen up was the last thing we wanted, and during what was probably peak season each request took nearly an hour. The shower floor was very slippery when wet and I slipped. We had to ask for a bath mat, which was small and didn’t cover most of the area you walk on. Bathrobes weren’t provided either, and the ones we requested were taken away during housekeeping without replacements, so we had to ask again. We were supposedly upgraded to a high-floor room, but the window looked straight into offices in the adjacent building, so it didn’t feel like an upgrade. We were on our honeymoon, which we’d mentioned before arrival and at check-in, so we were a little disappointed. Maybe it was the NYE rush, but I’d hoped for a better chance of an upgrade at a Bonvoy property than at other hotels at similar prices. This was also the only 5-star property that didn’t leave welcome notes or amenities. Some hotels even leave handwritten notes daily at turndown. Buffet breakfast also isn’t automatically included for Elite members, you have to use your welcome points for it.

This was our first visit to Central London, a birthday trip in November, and the staff at The Westin made it unforgettable. Sonia and the Client Experience team arranged a birthday treat, and the concierge desk gave us helpful recommendations and service. At breakfast, Mosaic staff Kristy, Manisha, Mehrigul, Sudhir and Chef John all helped make the stay special. Thanks to everyone at The Westin for going above and beyond with their hospitality. We’ll definitely be back! If you’re there in early November, check out the Lord Mayor's Show. The hotel is a block from the route and accessible to St. Paul's Cathedral.