The Westin Jackson

My friends and I stayed at The Westin Jackson during our winter break road trip. The hotel staff were great, and the valet service was especially good. Mr. Kenney and the valet team brought my SUV around quickly. I’ll definitely stay here again.

We’ve stayed at The Westin Jackson many times before, but we won’t return. What should have been a routine visit from February 27 through March 1, 2026 turned into a deeply upsetting experience, and we felt dismissed and violated by the property and its management. On February 28, 2026, $198 in cash went missing from our room, Room 1014 on the Executive floor, while we were away. The window was sometime between 11:40 a.m. and 7:30 p.m. The following day, we were told the room had been entered multiple times using a guest key. We had both approved guest keys with us the whole time and didn’t return until after 7:30 p.m. We don’t know who used a guest key we hadn’t authorized, but the circumstances are deeply concerning. We believe the theft may have involved a front desk staff member and the housekeeper who serviced our room that day. She took our trash and changed the towels, and we believe she also took the cash. We had intended to tip her, which makes the situation even more infuriating. The way hotel leadership handled our report was just as appalling. We’ve been trying to reach General Manager Sean Cochran and Director of Housekeeping Autumn Chinn since the incident. Autumn called twice on Sunday, March 1, 2026, the day after it happened, and we discussed our room being accessed with an unapproved guest key while we were out. Since then, over the last three days, she hasn’t returned our calls despite countless messages. Sean hasn’t called back either. Neither has made any attempt to resolve this. Their silence makes us feel the hotel simply doesn’t care when things go wrong. We’ve escalated the matter to Marriott’s Corporate office and have an open case. We’ll also be filing a formal police report. We believe someone on staff stole from us, and leadership has either been complicit or indifferent. Either way, it’s unacceptable. We visit Jackson often and had stayed at this property many times. We’ve lost our trust and loyalty, and won’t set foot in The Westin Jackson again. We’d urge anyone considering a booking to think twice, lock up valuables, or choose somewhere else. This experience has also cost us any respect we had for the Westin brand in this city.

I was here for one business night. I checked in at midnight and only needed somewhere to sleep before work. The room was spacious and quiet, but it was very basic and had no lotion or other amenity in the room. I hadn’t brought lotion this time and needed some, but the hotel didn’t have any. The gym was small and on the ground floor beside the main entrance. With people coming and going, I didn’t feel like working out there. The hotel’s location didn’t feel very safe either, and there weren’t restaurants or shops nearby. The only restaurant and bar were in the lobby. It also didn’t feel family friendly. I’ve stayed at other Westin hotels, and they were much better than this one.

Carey always takes good care of my car when I visit the Westin and use valet. I really appreciate how smoothly Carey handles the whole process. Excellent service every time.