The Westin Sacramento Riverfront Hotel & Spa - Sacramento, California

wbmurphy

I used to think of the Westin brand as slightly higher end. Recent stays at various Westins (DC, LAX, SFO) and here have shown the brand is in freefall and probably should just be merged into a lower end brand that doesn’t purport to offer any service. The front desk is in disarray. On check-in, there was no room, which would not be a big deal since it was 3 p.m. and check-in time is 4 p.m. The concept of a check-in time is itself irritating since most people don’t really organize their travel by arbitrary hotel check-in times. But on check-in, they appear not to keep track of who is waiting for a room. We sat for an hour while other people got rooms. Zero communication from the front desk even though we were sitting right there in the lobby. They apparently maintain a list of people needing rooms on post-it notes, so multiple other guests who arrived after us got assigned rooms since they apparently lost track of who was waiting for rooms. When we inquired, they couldn’t even tell us if there was a room ready and when it would be available (by that time it was the published check-in time). It turns out a room had been available, judging by the fact that the staff finally got their act in gear and when we arrived at the room there clearly was no housekeeping in sight anywhere on the floor so the room had not just been cleaned. The front desk needs a better solution than post-it notes. Housekeeping is also in disarray. They didn’t bother to fill up the soap dispensers in the shower or the tub, so we ran out. (The tub dispenser had been empty before our arrival since we didn’t use it and it was empty when we tried to find a replacement for the empty shower dispenser. The front desk’s fix for that is to have housekeeping drop some off at some indeterminate time, which is not helpful since we’re trying to get cleaned up to leave). ||The physical space is hit or miss. Definitely nicer than some Westins with the recent renovation, but some aspects of it had zero thought. The shower is tiny and feels like an upright coffin. There’s tons of space in the bathroom since there’s a separate (and generally useless) tub there. It boggles my mind why they gave so little attention to the shower, The enclosure is cheap and leaks, so there’s water everywhere on the marble floor, which is a fall hazard. The beds are nice and generally consistent across Westin properties, so there’s some consistency there. The chairs in the rooms are useless and uncomfortable. They may as well have just gotten folding chairs from Walmart. Overall, not much thought has gone into the property itself or the way it is run. I’ll be looking for other options for visits to Sacramento.

Brian C.

We were doing some remodeling to our house and needed a short term stay. Due to the close proximity of the hotel from our home and since my wife enjoys eating at Scott's and the hotel looks nice, we choose to stay at the Westin.

Since we have two small kids, we booked the VP Suite to give us extra room. We were severely underwhelmed and disappointed with the stay. the front desk staff, the valet's were all great and this is in no reflection on any of them, but the rooms were not up to expectation for a $12,000+ stay.

Between the dirty room, the reused sheets, waiting for hours for a roll away bed, a broken pull out bed in the sofa, it was disappointing.

We gave housekeeping numerous opportunities to rectify all shortcomings; but in the end, we are left quite distraught and disappointed.

My toddler has asthma and since our stay; her condition has worsen. Even after we kindly ask housekeeping to dust and vacuum. We’d come back to a room that was not thoroughly cleaned.

On the first night, the sofa pullout bed was broken and could not be used. So a small rollaway bed was brought up to us. Which we understood; things go wrong. Front end made every attempt to remedy the situation. We were disappointed to find out that housekeeping was aware of the issues with the pullout bed and a work order was placed but never completed. It took a few calls and reminders before the issue was finally resolved.

On the second day we asked for the room to be tended to because the carpet was disgusting and stained. In subsequent days when we asked for our room to be turned ; the sheets were not cleaned, nor changed. The floors were not swept and crumbs were left everywhere. Because the living area’s rug was filthy, we had to lay down a sheet such that the girls could play on the floor. When we asked for the room to be turned; the sheets that were on the floors were reused and place on our beds. There were dirt and sand all over. It was quite disgusting and so filthy. We requested for this to be remedied immediately.

When we asked for new sheets later in the stay as there were stains all over the blankets. It took over an hour and a half for a resolution. Only to find out that there are no more clean sheets in the hotel as it’s been a very busy weekend due to Valentine’s Day. Our housekeeper folded the dirty, stained blankets neatly and placed them back onto the rollaway bed. That’s so disgusting. When asked for new sheets; she said there were none left. That we were one of two rollaway sets and the other is currently being used. We pleaded for any new sheets at all. That we would wait for new ones to be washed. It is almost 9pm and we need to get our girls down for the evening; so we just made due with the new duvet and no sheets for the rollaway. Luckily she was able to find some sheets and brought it up to us. I’ll be tending to the sheets once the girls go down. I am so distraught and not sure what else I should do to ensure the health and safety of my family.

Basic cleanliness should be the standard. It should not be requested, pleaded nor begged for. At $700 a night, we had higher expectations. We assumed the standards would be above par; but to our disappointment, subpar is putting things kindly. Please, I implore you; do better. Can we please do less to cut corners, mask smells and actually attempt to resolve issues and place more focus on elevating basic cleanliness ? Please raise your standards and back your price with quality. This is the first and last time we will stay here. And we will never recommend this hotel to anyone.

Sam R.

I like the hotel. Rooms are nice the staff was nice I really like the water fill up stations. 2 issues with the hotel.

1. Valet - expensive and not great. Came down at the end of our stay and we waited forever to get our car. So why charge so much for valet service then take 30 minutes to get our car for us. The workers were working hard so I don't put it on them. The service should be free if it takes 30 minutes to get my car.

2. Dog Poop. Luckily I avoided the poop on the first day but on the way out I stepped in some. This was very frustrating. This is a very nice hotel so why am I dodging poop on the way in. First day I through it up to bad luck but there was more poop on day two? Something needs to be done about people bring their pets and letting them poop right outside the front entrance.

Overall why pay so much for valet to wait 30 min and get to step in poop while I wait. Everything else was nice but these two issues will keep me from staying here again. Unless the animal situation changes and the valet price is greatly reduced.

John B.

Great service, clean rooms & one of the better seafood restaurants in the area. The $10 calamari for happy hour is worth the visit by itself. Seems to always be under construction, but they take good care of you here. It's nice to walk around the river and get away from some of the hustle of the city.

Olivier H.

We very much enjoyed our stay at the Westin Sacramento Riverfront Hotel. The room was very nice and comfortable with a view over the river. The hotel is in a beautiful and peaceful location by the river, with the possibility of taking a walk on the river trail. And the service from the attendants outside to the lobby personnel was great and very friendly.

Robert D.

Unfortunately this was my overall worst experience in a hotel among the hundreds of stays I've had around the country. I was placed in a room directly next to a room under construction. So instead of relaxing and getting to sleep early as was my plan. I listened to drills into walls, loud construction workers that felt the need to shout at each other, and slamming doors till 7pm. And naturally they were back at it before I could wake up in the AM.

I called the front desk to try and get a different room, they said they would call back in 15 minutes but never bothered to call back.

So much for a relaxing night at the hotel/spa.

The room itself was nice but the service was substantially subpar.

Brian M.

We stayed in one of the junior suites overlooking the river and it was great to see the boats going along the river. The room was fabulous, we lived the fireplace and the big soaking tub. We also enjoyed the spa and that help poured make it a really relaxing weekend to celebrate a birthday.

Hilda M. M.

Our first impression of The Westin Sacramento was excellent. The staff were attentive, the location beautiful, and the hotel itself quite nice. Unfortunately, our overall experience turned out to be very disappointing.||||We had booked a night at the hotel to unwind and prepare for a special event. We arrived around 4:00 p.m. but were informed that our room wasn’t ready and would take another 30 to 40 minutes. We were assured we would receive a call once it was available. While we understood that delays can happen, we patiently waited.||||By 5:00 p.m., with no update, I approached the front desk again and was told the room still wasn’t ready and to continue waiting for a call. To pass the time, we headed to the restaurant/bar. By 6:00 p.m., still without an update, I checked again and learned that our room had been ready, but no one had informed us.||||We were eventually assigned a beautiful suite, but the delay completely disrupted our plans. When we requested our luggage, the bellboy didn’t arrive until 6:25 p.m., leaving me no time to shower. I had to rush to iron my clothes and leave by 7:00 p.m., which added unnecessary stress to what was meant to be a relaxing stay.||||As longtime Bonvoy members, we’ve always appreciated the high standards and service that Marriott offers, which is why this experience was particularly disappointing. We expected a smooth and stress-free stay, and unfortunately, this situation fell short of those expectations.||||I reached out to the manager, Shanirra Mendoza, via email, but unfortunately, I never received a response.