The Westin Book Cadillac Detroit

We booked this stay last minute as a replacement for a cancelled spring break trip to Chicago, where we had planned to stay at the Langham. We were hoping for something special to soften the blow for our kids. Unfortunately, this stay fell short — and at over $700 for the room, the issues we encountered were hard to overlook. To be absolutely clear: roughly 98% of the staff we interacted with were genuinely warm and did their best and truly great to work with. I truly believe what went wrong here is an organizational and management problem, not a staff problem. The people were great — the systems failed them and us. Arrival & Room Condition We arrived around 3:20 PM and the room wasn’t ready until 4:35, which was understandable as check-in was not until 4:00. Outside our room in the hallway sat a broken-down refrigerator — not a great first impression for a Westin property. Inside, the in-room refrigerator didn’t work either. Which we didn't even notice until we tried to put leftover dinner in to save and realized it was not working and not cooling at all. Since it was a suite, there was a second built-in fridge space, however it was simply empty. Multiple pieces of furniture had very large visible stains, including the couch where the pullout was, and the armchair. The Rollout Bed That Never Came When checking in we requested a rollout bed — and confirmed it again when the room was ready. We were told both times it was no problem. It was never delivered. A Bedding Ordeal Until Nearly 11 PM There was zero bedding for the pullout sofa. Before dinner we called asking for bedding for the pullout, and they were great and came up and made the pullout sofa, however it only came with a very light blanket, and our kids were cold and needed something a bit heavier. We called around 9:30PM requesting a comforter and two additional pillows — nothing arrived. We waited until 10:48 PM and called again. The woman who answered was noticeably annoyed from the start, pointed out she had “just started at 10,” and informed us they didn’t have comforters — only blankets. For a room advertised as sleeping four guests, the fact that basic bedding wasn’t readily available is not acceptable, but then to argue with me about a comforter that is on all beds throughout the hotel was odd. After I mentioned it was for our kids, she agreed to send bedding up. We finally received a gray blanket, a comforter, and two pillows at 11:08 PM. Pool Towels ran out at the pool and were never restocked during the entire hour we were there. Valet The valet staff were great, they were friendly, quick and the whole experience was very easy to navigate. Even our son (7) told the valet team member that he was nice :) This is a historic, beautiful hotel and we so badly wanted to love it. We don’t leave reviews like this lightly — but at this price point, at a Westin, the basics are non-negotiable. Someone in management needs to take a hard look at how this property is being run. The staff on the floor deserve better support, and so do the guests.

Deeply unpleasant stay. I typically stay in Hilton properties, however this hotel was more convenient to the venues I intended to visit while in Detroit. The woman who checked us in was quite robotic, truly the bare minimum. No welcome or greeting. No explanations of the amenities or on site offerings. Just do you have a reservation? Name/ID/Card/Keys. Okay fine. One interesting part of this visit is a noticeable pattern now with Marriott properties. The last few times I diverted from Hilton and stayed chose Marriott, I am ALWAYS given a room farthest away from the elevator directly next to the Housekeeping/Maintenance area. EVERY TIME with Marriott. In many years of travel it has never happened with Hilton. The room was disappointing and dirty. The previous guests toenails were under the bathroom sink, the shower flooded the floor despite using the shower liner and the outer curtain, hair on the floors and quite dusty. I do not have the energy to go into the awful encounter with Rachel. The other front desk staff and valets were quite lovely. I'm certain there are far better options in Detroit for your stay. Look into one of those.

Great business stay for conference. Easy five- minute walk to the convention center, as well as plenty of restaurants and different areas of downtown. Comfy rooms, mostly quiet, nice views. Cleanliness on point. Housekeeping came daily, and they offered a food & Bev credit or points if you declined housekeeping which is a cool incentive I haven’t seen. Plenty elevators to keep things moving. Checkout at noon is always nice to see vs. 11a, if you like to sleep in like I do 🙂 robes a nice touch. If flying in, the DAX bus from the airport drops off right across the street — clean and cheap way to get into the city. I think you can’t go wrong here but just keep an eye on the price. We got a good rate in a room block, but I priced it for a personal stay the prior weekend and it was running 500-600/night, which seems like too much imo. Go see Belle Isle Park and the art museum if you have time to sightsee!

I arrived on Labor Day and was to spend 2 nights for work, I booked the Government Rate and I work remotely for the FAA at a site not requiring typical government badging, so I had no Government ID to offer beyond my company badge. This has NEVER been an issue at any hotel I've ever booked...anywhere around the globe. Until now. The front desk staff were lying in wait for me and had the policy taped to the monitor- talk about an ambush! We went back and forth and they said it was out of their hands and didn't like it when I told them to to call a decision maker. They said it was a holiday and I countered that we all have cell phones and real leaders are on duty 24/7...at least that's how it is in the military where I spent my career. They came back and said there was nothing they could do and the policy was the policy. Then the nightmare really started. They offered me a rate $200 (plus taxes) MORE than what I'd booked...of course I balked, I couldn't expense that and my bosses would have heart failure if I did. When I asked whether I'd be charged for the night they said, yes, they were charging me $152 for a cancellation fee....so if you're tracking this, they charged me for a room that they refused to honor the rate. I never canceled the reservation....they refused to honor it. I went to another hotel directly across the street, booked the Government Rate and they accepted the SAME CREDENTIALS. Even Marriott corporate, to whom I contacted, felt this was a bad look. I'd have been fine with just leaving and calling it a bad experience...but them charging me money for a room I didn't receive and never canceled the reservation was beyond the pale. I sent the GM of the property a polite, professional email hoping to resolve this. I never heard back....no surprise on my part. My advice....stay elsewhere. The place is full of high end, snooty people and the desk staff think that their proximity to the snooty people also makes them upper class. It doesn't!

Phenomenal stay at this facility! My wife and I celebrated our 35th Wedding Anniversary and throughly enjoyed the experience. From booking with Ms Delores Bates to checking in with Miss Zabbieia Loving to enjoying the bar tender Miss Serritta. All totally went above and beyond to facilitate our stay. It was our first time lodging in Detroit and absolutely not our last...we will be back at the Westin Book Cadillac Detroit. Very modern and spacious rooms which exudes quality. Very clean and smells new. The customer service was exceptional and in-house restaurants were grand. We are sincerely grateful and thank you very much for adding to our special event. God Bless!