The Westin Phoenix Downtown

Justin upgraded me when I arrived, and the rest of the staff were outstanding too. The valets were prompt and friendly, and this stay reminded me why I stick with Marriott. I checked in Monday, November 24th, and got a corner king suite on the 15th floor with amazing views. The bed was incredible, and the gym was the best I’ve seen in a hotel in a long time. I’d love to come back.

Self-parking is in a garage across the street, or valet costs a few dollars more. The hotel’s service was good, and the staff were friendly and helpful. Our room was spacious and looked out over downtown, and we had lounge access with breakfast and snacks. Breakfast was decent, about like other hotel breakfasts. The lobby and other spaces are beautiful, and it’s a great choice if you have an event or activity downtown.

The friendly staff were helpful throughout my stay, and I was even able to check in a little early. They gave me a high-floor room with a nice city view, and I slept well in a comfortable bed. I was passing through on a trip west and wished I could have stayed another night. I’d return without hesitation.

I was in town for a one-night booking on Dec. 19-20 that cost over $500, but a death in my family disrupted my plans and I didn’t arrive until Dec. 20. Since I hadn’t used the room the first night, I asked the Westin Phoenix Downtown if the reservation could be moved to Dec. 20-21. They refused and said I’d have to pay full price for a second night to stay. The hotel wasn’t sold out, but there was no flexibility or empathy, and they didn’t refund the prepaid breakfast fees either. I decided not to stay at the Phoenix Westin and walked two blocks to the Hyatt. It was a much nicer hotel, in a better location directly across the street from the convention center, and the customer service was far better. I’m a longtime Marriott Bonvoy member, which made this especially disappointing. I expect better, particularly during a family emergency from a brand that presents itself as premium and guest-focused. Charging over $500 and showing no willingness to help is unacceptable. I wouldn’t recommend this hotel, and I’ll think twice before booking any Westin, especially this property, again.