After our trip to Michigan we decided to stay one night in the Westin in Detroit because we had an early flight. We booked ourselves a room on the club floor with breakfast, appetizers and snacks.
When we made the reservation we did do this via the website of the hotel (as SPG members). We asked for a room with views to the airplanes.
We arrived round 8PM. The check in was efficient, but the service can be much better. No explanation, no warm welcome, more like: give me your credit card and we will charge you for the things you need. We did not feel welcomed as SPG members. When we arrived at the club floor we discovered that the club was already closed. They do open certain hours of the day, so we could not make use of the club although you pay extra for it. We entered the room and noticed that we did not have a view to the airplanes. We decided not to complain at the reception as we were hungry.
When we came in the restaurant the service is the worst we ever experienced in the USA. We waited for 10 minutes before we got attention of a waiter. We asked for a menu card and ordered water. The waiter came back to take our order and no water was brought. I asked again for water. The drinks were served and still no water. I asked 3 different waiters when I would get my water because we were waiting for 15 minutes on this. I was angry to the last waiter and asked how many times I do have to order water before someone will bring it. Couples on tables next to us arrived later and had already their water. The last waiter brought it to our table and 5 minutes later (after the food was served) our waiter came with 2 glasses of water to our table. The food was okay.
I had problems with printing the boarding passes from the kiosk. The lady in the shop helped me with printing and was very polite. I loved her attitude.
The next morning we had an early flight so we could not make use of the breakfast in the club lounge. The lounge opens at 6:30 AM. We paid a lot extra for service we did not get. This is not customer focused.
Check out was very efficient. I do think this is the best hotel in the airport area, but do not stay at the club floor if you have a late arrival and an early departure, this is a rip off.
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