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The Westin Portland Harborview


    The Westin Portland Harborview
 in Portland
    The Westin Portland Harborview
 in Portland

Reviews

TripAdvisor Traveler Rating:
1138 Reviews
Latest TripAdvisor Reviews

  • Service has slipped at the Westin Portland Harborview

    by stevedew77 on 2018-02-20 12:51 am

    I've stayed at this hotel a couple of times over the past few years because Portland is a nice place for me to break my drive from Massachusetts up to where I often stay on the coast of Maine. I normally book through the hotel directly, but this time I used Expedia: two rooms for February 18-19.

    Instead of rooms on a high floor (as has been the case in the past), my friends and I were booked into two rooms on the third floor that looked directly out onto the HVAC equipment and the tar-surfaced roof of an adjacent building. When we checked in on the evening of Sunday, February 18, there was a room service tray outside a nearby room in the hallway and what appeared to be a broken microwave oven on the floor across from my friends' room. Nothing notable there, except that these items remained in the hallway for approximately 24 hours, even though we saw housekeeping staff a number of times on our floor.

    We left the hotel to explore Portland early on the morning of Monday, February 19, and by the time we returned at about 12:30 p.m., our rooms had yet to be cleaned by the housekeeping staff. I called the Westin's "Service Express" number ("0" from the room telephone) and asked the agent who answered to send up a housekeeper. I was told that someone would be up shortly, so I went to the lobby to read for about an hour, assuming that that would have been plenty of time for someone to take care of my room. When I returned to my room, however, hoping to lie down for a bit, it had still not been cleaned. At that point, I decided to stay in my room and relax and worry about the housekeeping issue later. About an hour later, after I had decided to take a nap, a housekeeper knocked on my door. I asked her to come back later that afternoon because my friends and I had plans for early drinks and dinner and thus I knew we would be out of the hotel for a good bit of time.

    When we returned from our evening out at about 10:30, my room had still not been cleaned. In my friends' room, the comforters had been pulled up, but the linens had not been changed and the trash receptacles were still full. At that point, I went down to the lobby and requested to speak to the manager on duty that evening and explained my situation. She seemed sympathetic, and when I returned to my room a bit later, a note of apology and a voucher for $45.00 toward in-room dining (good only for the remainder of our stay!) was tucked between the door and doorjamb of my room.

    The next morning, I called Westin's Service Express number again and asked the agent who answered to let the valet know that I needed my car. I was told it would be waiting out front in 15-20 minutes. I and my friends--one of whom needed to make a morning flight out of Portland and whom I'd promised to drive to the airport--used that time to pack and take our bags down to the lobby so we'd be ready when the car was there. When we spoke to the valet on duty, however, he informed us that he had never received a request for my car from the Service Express agent. Fortunately, we did not need to rush to the airport to make my friend's flight, but I hesitate to think what would have happened if we had been pressed for time.

    In short, the Westin Portland Harborview should be avoided if you're used to responsible, prompt, and efficient service, something that I used to appreciate in this property. It truly seemed like a different hotel to me. If it's the Westin Portland Harborview's policy to provide a different level of service to guests who book through Expedia as opposed to directly through the hotel, then this needs to be made clear ahead of time. If this is not in fact the hotel's policy, then I recommend that hotel's management team do what it can to resolve these problems as soon as possible. A $45.00 time-limited voucher for in-room dining is not a suitable solution here. In the meantime, I'd recommend The Press Hotel, which is down the street and much more convenient to the Old Port district's shopping and dining.

    Owner Response
    Dear Valued Guest,

    Thanks so much for your valuable feedback regarding your most recent stay. I can understand how frustrating experiencing all these service breakdowns must have been. I have just started here at the property and this will give me good teaching moments for all of our departments and I will be sure to share these comments with everyone. Please feel free to message me privately so we can ensure you are 100% satisfied with the resolution. Again thanks for the feedback and we hope to have a chance to show you what great service we can provide at The Westin Portland Harborview

    Warm Regards

    Joe D, General Manager at The Westin Portland Harborview, responded to this review

  • Great hopsitality

    by Kelsey D on 2018-02-20 06:49 am

    Entire start was lovely, from the people at the front desk to the valet group outside. Complimentary shuttle service throughout downtown and was given a map upon check in. Highly recommend this hotel if you are staying in Portland. Thank you for a great experience!

    Owner Response
    Dear Kelsey,

    Thanks so much for your kind words. I am pleased our team took such great care of you and you were able to take advantage of our complementary shuttle. We look forward to your next visit to our hotel

    Warm Regards,

    Joe D, General Manager at The Westin Portland Harborview, responded to this review

  • Excellent Hotel for a Portland, ME visit

    by lauriannel9 on 2018-02-20 06:09 am

    Service begins prior to arrival (I am an SPG member) with an email from customer service asking if any special requests or needs. This was my 3rd visit in the last 5 months and quality/service has been consistently good. Their C2 resturant is good if you're not in the mood to venture out but the neighborhood has many dining choices no matter which direction you walk. The front desk is happy to make recommendations. The 15th floor lounge offers a great view, lively crowd and tasty drinks and nibbles. The Portland Museum of Art is also just across the road on Congress Street. Friday nights are free but the $15 admission is worth spending anytime. It's an easy 15 minute walk to the seaport and all the wondersul seafood Portland has to offer. If you haven't been before or if you're up for adventure, take the Historical Society's tour on the old Fire Truck! It's informative, fun and a great ride covering many views. It's just short of an hour tour.

    Owner Response
    Dear Laurianne,

    Thanks so much for your glowing review of our property. It sounds like you were able to enjoy the many great attributes of the city during your visit. I look forward to sharing your comments with our team. We hope to see you soon.

    Warm Regards,
    Joe

    Joe D, General Manager at The Westin Portland Harborview, responded to this review

  • An okay option if other hotels are booked

    by Mary R on 2018-02-19 12:38 am

    My husband and I stayed here for one night this past weekend. We usually stay at the Regency in Portland but we booked the trip last minute and found that literally all other hotels in the downtown area were fully booked so decided to give the Westin a try. Staff were friendly and helpful. Our room was fine. The bathroom looked like it hadn't been cleaned and there were no toiletries - not even a bar of soap! We used the hotel's free shuttle to dinner and back. On our return we found our door had been left open by someone delivering wine and cheese (by mistake - we hadn't ordered it). Valet parking the car for one night was expensive.

    Owner Response
    Dear Mary,

    Thanks so much for your feedback we really apprecaite you taking the time to review us. I am sorry we didnt provide you with the over the top service you expected. I can understand how frustrating this must have been. I will be sure to share your comments with our team and use this as a training opportunity. I want to ensure we have resolved this to your satisfaction so please direct message me and we can get this resolved. Hopefully we will get another chance to show you what great hospitality we can offer hter at The Westin Portland Harborview.

    Warm Regards,
    Joe

    Joe D, General Manager at The Westin Portland Harborview, responded to this review

  • Best Customer Service

    by jjonesxvi on 2018-02-16 10:23 am

    The customer service at the Westin hotel in Portland Maine is superb. I had an issue and the reservations manager Peter took care of everything, I couldn't be more pleased. I highly recommend this hotel for its location, beautiful rooms, and again the service. Thank You

    Owner Response
    Dear Valued Guest,

    Thanks so much for such a great review I am pleased that Peter was able to take such great care of you during your stay. We look forward to your next visit!

    Warm Regards,
    Joe

    Joe D, General Manager at The Westin Portland Harborview, responded to this review


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