The Westin - Long Beach , hotel was fantastic but more importantly I could not get over the service . I had the pleasure of having chandavy as my bartender and the service was beyond my expectation. Would definitely recommend anyone to say at this hotel in the future.

Marriott's customer service has declined so far I think it is now below ground. Our stay at the Westin Long Beach was fraught with problems and nobody seems to care. Apparently Marriott is doing so well now with everyone traveling, they don't care if I have an issue because there's someone waiting in line right in back of me. Our bathroom had many problems including a tub that drained so slowly that while in the shower we were ankle deep in water. We had one set of towels and when we called for a second set I had to call another two times and was told I need to be patient. Me the hotel guest who's paying the bill needs to be patient. There were many other problems we communicated to the Front Desk, but they were ignored. Also, I called the Westin after check out and asked to speak to the Front Desk manager or the Assistant GM or the GM but never got a call back from anyone. When I just called the Marriott customer service number at 1-888-236-2427 the call back robot hung up on me.

Except for the staff at the reception, especially Kasia, this hotel is far below the standards where they were before they became part of the Bonvoy Group. Kasia did everything she could to give us a great room, considering our Bonvoy membership. However, the room was a disgrace! To start with the worst, when we turned the covers on the bed, there was a big hole in the sheet. When I spoke with the night manager, he said that this could happen at the washing facilities. Oops!!! So when this happens, the maid that makes the bed does not see it, or does not care, and puts it on the bed anyway? Wow! Also, 2 people in a room but no glasses in the bathroom, just paper cups at the coffee machine and one bathrobe for two people. Never again! We canceled two reservations at The Westin in Puerto Vallarta Mexico, as we read also horrible reviews on that hotel as well. How sad that such a great name went downhill under the Marriott Bonvoy group.

The biggest drawback for me was the check-in and room-access process. Digital Key was not available, and even though I had already checked in online, I was essentially required to repeat the process at the front desk. This included presenting my credit card again and inserting it into the hotel’s payment terminal. At that point, it felt as though completing online check-in had served very little purpose. When I asked about this, the front-desk representative explained that the property requires all guests to check in at the desk, regardless of whether they have already completed online check-in. While that may be the hotel’s policy, it significantly reduces the convenience and value of checking in through the app.My Marriott Gold Elite status was not verbally acknowledged at the front desk. However, when I entered my room, I found a thoughtful welcome amenity consisting of a bottle of Cabernet Sauvignon, two bottles of Fiji Water, and an assortment of snacks, including mixed nuts, yogurt-covered raisins, and mini M&M’s. This was a very nice touch and a pleasant surprise. In my experience, Gold status is not often recognized this generously at other Marriott properties; this caliber of recognition is more commonly associated with Titanium or Ambassador Elite status.I was also pleased that the hotel honored the high-floor and near-elevator preferences listed in my profile. It was apparent that the staff had reviewed my preferences and thoughtfully selected a room that met both requests.The hotel offers both self-parking and valet parking, but less-expensive alternatives are available nearby. Surrounding streets generally offer two-hour metered parking between 9:00 a.m. and 6:00 p.m. There is also an adjacent off-site surface lot and a nearby public parking structure, both of which may cost less than parking at the hotel, although they come with some added inconvenience. Rates vary by day, so your experience and potential savings may differ.

This is NOT the Westin brand of the past that many of us sought out for both personal and business travel. Carpets in the hallways and rooms are dirty and lifting. My room had no plugs available at either bedside table so forget charging a device and one lamp. There was an extension cord plugged in from somewhere behind the bed courtesy of the local hardware store? Come on. Mold in the shower. Just unacceptable.