Stayed at The Westin Warsaw for four nights with my husband. Choosing a hotel for our first visit to Warsaw was crucial. We trusted that Westin won't let us down.
Check-in went smoothly. After settling in our room, we decided to go out immediately and discover the city. To our surprise, our room door did not close/lock at all! Card key works but does not keep the door locked as you leave. It made us wonder how many previous occupants of this room thought that their room was safely locked as they left their room? Basic and big security risk! We immediately called the front dest to inform the matter. Our call automatically went to an "express service" personnel. We were told that they will send someone at once to check the matter. We waited and waited and waited for around 20mins. No one came. I decided to personally come down to the front dest to inform the matter. My husband had to stay inside the room to watch over our things while I went downstairs since we could not leave our room with all our things inside knowing that the room door does not lock at all. The lady at the side desk at the lobby made a call to the hotel maintenance. After around 10mins, two hotel maintenance personnel check the door. They confirmed that the door is out of order and will take a week or so to fix. They suggested that we change rooms. One of the maintenance personnel personally accompanied me to the front desk to request for a change of room. The male front desk personnel arranged for us another room. As my husband and I were packing our things to transfer to another room, another hotel personnel came to check the door. This time it was a man in suit with electronic devices. He did some few "checks and programming" then he said that the door is now ok. I tested the door lock from outside; it locked after around 10sec and upon re-trying, it did not lock at all just like the original problem. We were given the option to stay in the same room or move. We said that we'd rather move since we already re-packed our things and we have been given a new room anyway. We thought that no way would we trust a hotel room door that locks occasionally. We would not risk leaving all our belongings to such a room with no sense of security at all.
The following day, we noticed that our bed was made but sheets were not changed. Instead, a printed note card appeared on top of the bed saying that "due to your request, we did not change your bed liners. If you want us to change your bed liners tomorrow, leave this card on your top of your bed". Hmmm... Whose request? We did not request for such thing! The following day, we accidentally found another printed note card under one of the side table phones; this time it was for a change of bed liners for the following morning. We realize how the hotel is exerting efforts to operate ecologically friendly, but they should be consistent about it. Speaking of operating ecologically friendly, their shower has two shower heads which give out more water than what could be normally required.
In this progressive world where everyone wants to stay connected and informed with the rest of the world, internet connection is very important. To our big disappointment, a five star hotel like Westin Warsaw does not provide complimentary internet access to their guests! Instead, they charge 77 PLN per day for wireless internet connection. If it's even a consolation, they offer free 1hr wi-fi access at the hotel lobby. Even though it is basically limitless, you just have to be enslaved with the idea to ask for access code coupons from the bar and feed a new access code everytime your 1hr access expires. Does Westin really expect their guests to hang around the hotel lobby and bar just to access some internet service?! How inconveniently thought about!
I called the front desk to ask about a very popular tourist destination in Warsaw-- The Multimedia Fountain Park. We have read information about the park in locally printed tourist guidebooks, but it so happened that we had two confusing/contradicting information when there is a full multimedia show in the park. We thought that the hotel personnel would be competent to answer such basic question. The hotel's guidebook even encouraged guests to freely contact the front desk regarding interesting places to visit in Warsaw. A friendly male front desk
personnel answered my call and did not seem to understand what the question was all about. He connected me to a Westin Services personnel who was equally ignorant about the matter. My call bounced back to the front desk and the inquiry continued. To my surprise, this front dest personnel said that he has never heard of the Multimedia Fountain Park. He asked me to spell it out so that he could search it out from the internet. After giving him more hints, he was able to learn more about the Multimedia Fountain Park. Back to the question which I wanted to clarify. This male front desk personnel could not even distinguish the difference between the two contradictory information I was trying to clarify. Even worse, he "competently" answered me that the fountain show was over already at that time since it was already from 3:30pm to 4:00pm. At that point, I realized that he did not understand the multimedia fountain at all. With utmost pity for the hotel personnel, I explained to him that there is no way that a multimedia fountain show using lights and lasers could have taken place at 3:30pm. At some point, he corrected himself saying another time. To make the long story short, I was not able to get the clarification that I was wanting to get. Instead, I wasted half an hour talking to this front desk personnel who was so incompetent dealing with basic questions. Is it a question of language incompetence or lack of basic knowledge about the city? I admire him though for his patience and for apologizing for the frustration caused to the hotel guest. As a side note, this information search could have been left to the hotel guest if only the hotel had complimentary internet access to their guests.
On hotel housekeeping: There was one instance where one of our used towel was just transferred back to the bathroom hook to dry. Isn't it so that used towels are changed everyday? Housekeeping should be more careful not to leave used linen mixed with clean ones.
One of the amenities of the hotel room is the radio alarm clock. On our first day, we noticed that the time was set one hour behind. Could it have been the previous hotel occupant who set the clock? Is there anyone from the hotel (housekeeping for example) responsible to check that this device is in "proper order" before a guest arrives?
One more thing, television channels in the rooms are so limited especially for a non-Polish speaking person. Polish channels show programs in English but monotonously dubbed in Polish. Dubbed Polish channels are more annoying than pleasant to watch. There are of course other channels in English, but for a non-business person on vacation, I could not care less. There is only one HBO channel that shows movies in English. It's good enough even if it had Polish subtitles.
On the brighter side, we had a quiet room. Breakfast was good although selection was the same every single morning. The breakfast hall staff were accommodating; creates a good impact first thing in the morning.
Check-out was a breeze as one front desk personnel efficiently took care of our taxi reservation the day before our departure. Actual check-out went well too.
Hopefully Westin Warsaw would take this feedback constructively and learn from them. It is our hope that they keep up to the five-star hotel rating that they are being advertised to prospective guests.
TIPS/ WARNINGS: Warsaw has their second metro line under construction at the moment and will take some time to finish. This makes moving around to and from the Westin hotel very difficult. If you are a person who likes to walk, beware of narrow and dirty alleys which you will be forced to take to reach Westin. Take this into consideration. If you are patient enough to seriously learn the possible bus connections around the hotel, go ahead. It's not impossible, but of course less headache is better.
- Official Description (provided by the hotel):
- The Westin Warsaw - modern 20-storey hotel is ideally located in the heart of Warsaw. ... more less
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- Also Known As:
- The Westin Warsaw Hotel Warsaw
- Westin Warsaw
- Warsaw Westin