The Westin Lake Las Vegas Resort & Spa by Marriott

# Google Review - Westin Lake Las Vegas Resort & Spa ⭐⭐⭐⭐⭐ **5/5 Stars** **UPDATE: Outstanding Customer Service Recovery!** I want to update my previous review to highlight the exceptional follow-up service I received from this resort. After sharing my concerns about pool service delays during our recent mother-kids weekend getaway, Donovan personally reached out to me to address the issues we experienced. He took the time to understand what went wrong and provided a solution that not only resolved my concerns but actually makes me excited to book at the resort again. What truly impressed me was Donovan's personal touch – he took the time to meet my daughter and complimented her pink overalls. These genuine, personal interactions are exactly what have kept me coming back to the Westin Lake Las Vegas for over a decade as a local Las Vegas resident. I should also give credit to Sydney, who handled our check-in beautifully and provided excellent service throughout our stay. Her professionalism really stood out. While we did experience some challenges with pool service timing during peak hours (2-5 PM), the management's proactive response and commitment to making things right demonstrates why this has been our go-to local getaway destination for over 10 years. The fact that Donovan took personal ownership of the situation and reached out to ensure we had a positive resolution speaks volumes about the leadership and values at this property. This is the level of service recovery that keeps loyal customers coming back. Highly recommend this resort, especially knowing that management truly cares about their guests' experiences and will go above and beyond to make things right.

For what I paid ($99 + RF) the room was fine and appropriately priced. Not what I would expect for a Westin, though. I did not have robes or hand towels in my room, and the bathroom is quite dated. I found dog food on the floor of my room (I do not have a dog) Service was friendly for the most part but not super knowledgeable about menus and hours. It's frustrating that the pool closes at 8pm every day, especially when it's still so hot much later into the evening. The pool itself was a party scene, though. At least 3 different large parties with their own boom boxes, coolers, people passed out surrounded by empty cans of beer. It was not relaxing at all, which is the whole reason I stayed out here vs on the strip.

This property is severely neglected from the pool decks, the plants, the shoreline, the shuttles, the elevators, the rooms, it’s all hanging on by a thread. The menus are very slim & the only thing I enjoyed was the club & the fingers. Anything they cook is flavorless and it was not cheap, $140 for breakfast for 2 adults and a child. $400 pool bill for a few drinks and an order of fingers. I could go to a day club on the strip for that price. The one thing I will say is they have some great people there. James in valet is amazing and the front desk was very good to us when we expressed our frustration. It is NOT a 4 star hotel by any stretch. 2.5-3 in my opinion. The bartender & cocktail waitress at the pool were also very nice. But please sell this place to someone who can afford to bring this beautiful structure left behind by Loews, up to standard. It is so poorly kept and it is obvious its budget. Nobody will ever come back when they arrive to this & return customers really is your only hope. Conference’s are going digital. SELL!!!