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Great location , walkable safe area , friendly staff.
Cristina
Stayed 4 nights in Feb 2024
Response from GM THE WESTIN EXCELSIOR ROME on 1 Mar 2024
Dear Mrs. Cristina,We are very happy to receive the maximum 5/5 score.Thank you for saying that our staff is friendly and the hotel in a great, walkable, safe location.ArrivederciMarc LannoyGeneral Manager
Response from GM THE WESTIN EXCELSIOR ROME on 6 Feb 2024
Dear BenoitThank you for giving us the maximum score and for saying that the rooms are larger. We are indeed planning to change carpets in some rooms.SincerelyMarc LannoyGeneral Manager
We love staying here when we come to Rome. (A few times a year) The staff is excellent. The rooms are nice but it would be nice if they upgraded the TVs like they have in other Westin’s to be able to use TV Apps or casting (as the channel selections are few) My only big issue with our recent stay was getting our cat the morning we were to leave. We had a 9:30am international flight so we called at 5 til 6am for the cat to be brought around. We figured we would get to the airport by 6:30 giving us plenty of time to get through international customs. Well they couldn’t get the garage to bring our car and at about 6:40 the guy brought a car - but it wasn’t ours and they insisted it was! When we showed them our receipt they tried calling back to the garage over and over and the concierge ended having to physically walk to the garage and they finally brought our car around 7:15am. Needless to say this put a giant strain on us as we were traveling with our elderly parents, and had to get fuel, return our rental and go through customs. We barely made it! Westin Rome we love you but this was unacceptable and very disappointing!
Otha
Stayed 2 nights in Dec 2023
Response from GM THE WESTIN EXCELSIOR ROME on 28 Dec 2023
Dear OthaThank you for staying again with us and for saying that the staff is excellent.I apologize for the inconveniences you had with the car delivery and will make sure that the outside companywho handles the valet service will be made aware of this unacceptable mistake..I regret we disappointed you so much and please contact me personally when your travelling brings you back to Rome.SincerelyMarc LannoyGeneral Manager
Wonderful location near the Borghese Gardens and the Spanish Steps. Superbly helpful staff. Best shower ever!
Mary
Stayed 3 nights in Oct 2023
Response from GM THE WESTIN EXCELSIOR ROME on 26 Oct 2023
Dear Mary,Thank you very much for your review.We are glad to receive the maximum score of 5/5.Happy to read your comments about the “superbly helpful staff’, the best shower ever and the wonderful location near the Borghese gardens and 10 minutes’ walk to the Spanish steps’.ArrivederciMarc LannoyGeneral Manager
Response from GM THE WESTIN EXCELSIOR ROME on 16 Oct 2023
Dear Sara,Happy to receive the maximum score of 5/5 and for saying that we are a "great hotel in a great and location"ArrivederciMarc LannoyGeneral Manager
Truly 5 star experience. Beautiful safe and walkable neighborhood
Michele
Stayed 9 nights in Oct 2023
Response from GM THE WESTIN EXCELSIOR ROME on 15 Oct 2023
Dear MicheleHappy to read that you had a truly 5 star experience and enjoyed our location on the Via Veneto close to theVilla Borghese museum and gardensArrivederci !Marc LannoyGeneral Manager
4/10 Poor
Richard
Travelled with partner
14 Oct 2023
Old and run doen
Richard
Stayed 1 night in Oct 2023
Response from GM THE WESTIN EXCELSIOR ROME on 18 Oct 2023
Dear RichardI regret we disappointed you and hope we will be given another opportunity to serve you better.Sincerely.Marc LannoyGeneral Manager
Response from GM THE WESTIN EXCELSIOR ROME on 28 Sept 2023
Dear Marc-AndréThank you for giving us the maximum score of 10/10Arrivederci !Marc LannoyGeneral Manager
8/10 Good
alec
Business traveller
8 Sept 2023
Liked: Cleanliness, staff & service
It is a big and beautiful building.
The lobby and bar area are well decorated, very classic furniture and decoration, it is quite roomy.
The rooms and amenities, although comfortable, are outdated and need some major updating.
alec
Stayed 3 nights in Sep 2023
Response from GM THE WESTIN EXCELSIOR ROME on 2 Nov 2023
Dear AlecThank for reviewing your stay in our 117 years historic building and for giving us a 4/5 score. We are planning a full renovation.Arrivederci Marc Lannoy General Manager
We celebrated our 10 year anniversary in Rome for a week. The location was ideal for walking to the Borghese Gardens and Spanish Steps. The staff is very friendly and the housekeeping staff is very attentive. The first room we had didn't neet our expectations but the front desk manager made it right the very next day. The porters are also very helpful. The area is clean and quiet at noght and sits directly across from the American Consulate and Embassy. There is security staff that also walks around the property as well. The restaurant staff at Doney could be a bit more friendly.
Andrew
Stayed 7 nights in Aug 2023
Response from GM THE WESTIN EXCELSIOR ROME on 6 Sept 2023
Dear AndrewThank your for having celebrated your 10 year anniversary with us.Happy to read that the staff was very friendly (Doney restaurant needs to improve) ,the housekeeping very attentive and the porters very helpfulWe look forward welcoming you again to celebrate another anniversary.Arrivederci !Marc LannoyGeneral Manager
Response from GM THE WESTIN EXCELSIOR ROME on 30 Aug 2023
Dear Kathy CippThank you for scoring 4 out of 5 and happy to read you enjoyed the location of the hotel on the Via Veneto next to the Borghese gardens and 10 minutes walk to the Spanish steps.Arrivederci !Marc LannoyGeneral Manager
This property was really nice. I was pleasantly surprised. I would definitely stay there again
Arturo
Stayed 4 nights in Aug 2023
Response from GM THE WESTIN EXCELSIOR ROME on 21 Aug 2023
Dear ArturoThank you for giving us the maximum score and for saying that we are a nice property and would definitely stay again with us.Arrivederci !Marc LannoyGeneral Manager
Had an amazing time ! Love the location staff is super friendly specially the lobby bar
Vaqar
Stayed 1 night in Aug 2023
Response from GM THE WESTIN EXCELSIOR ROME on 17 Aug 2023
Dear VaqarHappy to read you had an amazing time and that you loved the location.The comment that the staff is super friendly specially the lobby “Orum” bar is very motivating.Arrivederci !Marc LannoyGeneral Manager
I like the location very close to Spanish Steps and Villa Borghese. No shopping around and dining is pricey though. The staff could be friendlier and helpful.
May
Stayed 4 nights in Jul 2023
Response from GM THE WESTIN EXCELSIOR ROME on 31 July 2023
Dear MayThank you for your review.Happy to read you like the location on the famous Via Veneto next to the Borghese gardens and 10 minutes walking to the Spanish Steps I have shared your comments to all associates, so we realize we need to improveSincerelyMarc LannoyGeneral Manager
Computers were down. Could not get into our room. Carpet, walls filthy dirty.
Hotel is sold and closing down.
A terrible surprise after spending $1,000.00 per night.
Horrible
Verified traveller
Stayed 1 night in Jul 2023
Response from GM THE WESTIN EXCELSIOR ROME on 20 July 2023
Dear GuestI apologize for the temporarily breakdown of internet due to the outside provider which affected us and others. The hotel is not closing down and when service is not up to standard we improve. I hope we will have another opportunity to serve you better. SincerelyMarc LannoyGeneral Manager
8/10 Good
Maria
16 July 2023
Maria
Stayed 1 night in Jul 2023
Response from GM THE WESTIN EXCELSIOR ROME on 6 Aug 2023
Dear Maria Thank you for giving us a high score.Arrivederci !Marc LannoyGeneral Manager
This is not a 5 star property. Dust and smells old. This was not worth 700 a night. Staff was not friendly. It was just another job
William
Stayed 1 night in Jul 2023
Response from GM THE WESTIN EXCELSIOR ROME on 9 July 2023
Dear WilliamI regret we disappointed you with your stay and apologize that the staff was not friendlyWhen I receive comments like yours I share with y team and we improveSincerelyMarc LannoyGeneral Manager
6/10 Okay
linda
Travelled with family
5 July 2023
Shower full of mold
Chairs and capers in room full of stains
linda
Stayed 4 nights in Jul 2023
Response from GM THE WESTIN EXCELSIOR ROME on 5 July 2023
Dear LindaApologies for what you described.We will fix itSincerelyMarc Lannoy - General Manager
I had a great experience staying at the Westin. There was a short delay in the check-in of 10 minutes however but I got tickets to get complimentary water bottles from the bar in return. The wellness and workout facilities are exceptional and the express room service is of prime quality. I would come again to stay at the hotel surely.
Mohamad
Stayed 1 night in Jun 2023
Response from GM THE WESTIN EXCELSIOR ROME on 30 June 2023
Dear MohamadHappy to read you had a great experience and enjoyed the wellness and workout facilities exceptional. Your comment that the express room service is of prime quality is very much appreciatedWe can’t wait to welcome you again Arriverderci !Marc LannoyGeneral Manager
This hotel is very un-comforting. We paid two deluxe king rooms however when we enter the room we noticed the room had only a tub about 2 feet high to enter. we informed the representative Matilde however she wasn’t able to get us a room with a shower or a lower tub.
I informed her we cannot risk stepping into this tub because if we fall it’s very dangerous also the Air-conditioner didn’t work in the room so they offered us a fan. Outrageous!
We arrived about 4:15pm and I had a city private tour @4:30pm we ended up having to cancel the tour and leaving the hotel. we went to have dinner about 6:00pm which Matilde said she would see about another room when we get back, so we moved all luggage to 1 room.
After getting back at 10:00pm we were told sorry no other room is available. We left hotel about 11:10pm and to make it worst they didn’t bring down all our luggage The next day I called and ask for my suit bag only to be told they didn’t have it. I told them if you don’t find my bag I’ll call the police. Once I told them about the police they called me back in 10 mins and said we found your suit bag you may pickup.
This is the worst experience I have ever had in an international hotel. I was left without a room in the middle of the night. The suit bag remained lost until I mentioned the police, unreal. I requested a full refund and Maltilde stated that will be up to Expedia.
Oscar
Stayed 2 nights in Jun 2023
Response from GM THE WESTIN EXCELSIOR ROME on 23 June 2023
Dear OscarIt is with great concern that I have read you reviewI apologize for the inconveniences you had and I will contact you personallyPlease note that for the request for refund even if you paid Expedia we will coordinate this at the hotel level and I will be your contactSincerelyMarc LannoyGeneral Manager
A great hotel in a great location convenient for the metro and the best restaurants in the city
Mark
Stayed 2 nights in Jun 2023
Response from GM THE WESTIN EXCELSIOR ROME on 20 June 2023
Dear MarkThank you for giving us the maximum score and for saying we are a great hotel in a great locationArrivederci !Marc LannoyGeneral Manager
2/10 Terrible
michelle
15 May 2023
michelle
Stayed 3 nights in May 2023
Response from GM THE WESTIN EXCELSIOR ROME on 16 May 2023
Dear MichelleWith a 2/10 I realize we did not meet your expectations and I regretI hope we will be given another opportunity and please contact meSincerelyMarc LannoyGeneral Manager
Staying at the Westin was the perfect decision for our trip to Rome. The rooms were large, the beds and linen are incredibly comfortable. Room service requests were quickly carried out. The staff were friendly and helpful, it is very conveniently situated for going shopping or sightseeing. I highly recommend it to anyone asking. Judy Houry Prewitt, MBE
Nemia
Stayed 4 nights in Apr 2023
Response from GM THE WESTIN EXCELSIOR ROME on 3 May 2023
Dear Nemia,Happy to read that the staff was very friendly and helpful; the rooms large and comfortable; the room service quick and the location convenient“Highly” recommending us is very rewarding and motivatingLooking forward to welcome you againMarc LannoyGeneral Manager
Lovely building, very grand. Lovely staff and lots of sites walkable from hotel.
Anthony Giles
Stayed 4 nights in Apr 2023
Response from GM THE WESTIN EXCELSIOR ROME on 3 May 2023
Dear Anthony GilesThank you for saying that our staff is lovely and the hotel lovely, grand and in a good locationArrivederci !Marc LannoyGeneral Manager
Response from GM The Westin Excelsior Rome on 20 Apr 2023
Dear JeongWith a 2/10 score I realize we did not meet your expectations and I regret it.I hope we will be given another opportunity to serve you betterSincerelyMarc LannoyGeneral Manager
This hotel is very well located. I would not consider it a 5 star hotel, it has not been well maintained and the rooms are old fashioned and outdated. Also the food in the hotel restaurant/room service is very expensive.
Federico
Stayed 3 nights in Apr 2023
Response from GM THE WESTIN EXCELSIOR ROME on 12 Apr 2023
Dear FedericoI regret we did not meet your expectations and hope you will give us another opportunity to serve you betterSincerelyMarc LannoyGeneral Manager
Response from GM THE WESTIN EXCELSIOR ROME on 2 Apr 2023
Dear EduardoThank you for saying we are a fabulous propertyArrivederci !Marc LannoyGeneral Manager
6/10 Okay
Stephanie, Saskatoon
Travelled with family and small children
21 Mar 2023
Liked: Cleanliness, staff & service
Disliked: Amenities
We were looking forward to using the hot tub and steam room HOWEVER, the hot tub was the same temperature as the regular pool (lukewarm, at best) and the steam room was out of order! These two amenities were WHY we chose the property, but we certainly won’t in the future. Very disappointed :(
Stephanie
Stayed 2 nights in Mar 2023
Response from General Manager the Westin Excelsior Rome on 21 Mar 2023
Dear StephanieThank you for your reviewI regret we disappointed you and apologize for the inconveniencesAnd pleased that we could be in contact personallySincerelyMarc
Very disappointed with the hotel there is supposed to be five stars. Hotel rooms are very old and outdated There’s a lack of basic amenities in the room. The carpets are old the appliances are old, thermostat is old. Rooms are big, but the furniture, the upholstery is very old.
Steve
Stayed 3 nights in Dec 2022
Response from GM The Westin Excelsior Rome on 7 Jan 2023
Dear SteveThank you for having stayed with usI regret we disappointed you and have taken good note of your points that we will addressSincerelyMarc LannoyGeneral Manager
Response from GM THE WESTIN EXCELSIOR ROME on 24 Dec 2022
Dear Mrs Evangelia VanessaThank you for giving us the maximum score of 5/5 and for saying we are an excellent hotel with amazing big rooms.Arrivederci !Marc LannoyGeneral Manager
dining room was excellent, but no coffee maker in guest room
Harry
Response from GM THE WESTIN EXCELSIOR ROME on 4 Nov 2022
Dear HarryThank you for giving us the maximum score and for saying that the dining room is excellentBeing in a historic building we are not allowed to have coffee makers but offer complimentary coffee via the room service which I realize is not as convenient and I regret itSincerelyMarc LannoyGeneral Manager
This property is perfectly located, you are within walking distance to the main attractions and shopping area, about 10 mins taxi ride to Vatican City.
amazing bar onsite,
Lilibeth
Stayed 2 nights in Sep 2022
Response from GM THE WESTIN EXCELSIOR ROME on 8 Oct 2022
Dear LilibethThank you for saying that our ORUM lobby bar is amazing and happy to read you liked the location of the hotelSincerelyMarc LannoyGeneral Manager