As I continue to re-qualify for Starwood Preferred Guest Platinum (and as a result, matched over to Marriott Platinum) my tour of SPG properties continues from coast-to-coast. This property, the Westin Alexandria located just outside of Washington DC, ran the gamut from upgrade difficulties to breakfast experiments.
Location
The Westin Alexandria is easily accessible by highway 95/495 near Old Town and Landmark. The US Patent Office was a two block walk and a courthouse is across the street. The lobby filled with lawyers meeting clients before hearings. It was reasonably close to Washington DC proper, but far enough away that some of the traffic and headaches could be avoided. Joint Base Andrews was not far from the property.
400 Courthouse Square, Alexandria, VA 22314
+1 (703) 253-8600
Checkin
I arrived in the middle of the afternoon, perfect time for checkin. The counter was wide open and I approached, armed with my cell phone and the SPG app refreshing the available room types. We made it about halfway through the process and I asked if there was a suite available. One receptionist was very kind and said she would check, while her colleague indicated that the hotel was sold out and there were no suites available. My frustration with this issue is extending from the hotel level to the SPG program more broadly who clearly tolerate this violation of their rules. If there was a consequence for violating the program’s Platinum upgrade rules, I doubt I would run into this so often.
I’m not asking for the presidential suite, I’ll leave that to Hyatt – but let’s not debate over a Premier Studio and how that is a suite and not a standard hotel room.
“I have the app open now, I will just book one of the many suites available for sale and let SPG sort out my rate when I call them from my room.” I looked to the less friendly of the two associates. I tilted my phone back and forth with the app open for her to see (though it was likely too far away) and raised my eyebrows. She miraculously found a suite from a guest who “just cancelled” while I was standing there. Imagine that! Does the chirade never tire?
Verbal exchanges between the three of us from that point forward were limited. I accepted my key, didn’t further antagonize and retreated to my room. I don’t understand why they bother to lie when it is clearly verifiable by anyone with a smartphone, and if this is under the direction of their supervisors – why? They just annoy their most frequent customers and make it less likely they will return. Besides, if a Platinum member calls customer service to complain it’s far more likely to be escalated and cause the hotel problems than any other guest – it just doesn’t seem logical to me.
Living Room
Entering the suite, a large foyer approximately 10′ long and 8′ wide separated from the living room but served very little purpose. Along the wall was a large set of cupboards and a countertop but oddly, no mini fridge of any kind. I opened every single one of the doors to make sure. I continued my search inside the living room under the TV where another small cabinet was found. Nothing in there either. Nowhere in the room was a mini fridge to be found, though there should have been (not just according to me but also to staff downstairs.)
The desk was an excellent size, but lacked some ambient lighting. While there was a lamp on the desk it was a little bright and focused, leaving part of the desk very bright and the far side in the dark. I know this seems nitpicky but it was noticeable that it was both too dark to read long passages of text in the afternoon but like turning on a spotlight with the lamp. Sometimes it seems that designers and contractors don’t actually stay in the rooms they build (even the mockups) or they would make real changes.
The rest of the living room was spacious, well-designed and luxurious. I would have been happy to host guests before a dinner and could have separated the space from the bedroom by a closed door.
Bedroom
Both a large closet and ample dresser were available, the latter holding the TV. The corner room windows wrapped around providing an excellent view of the courthouse and buildings opposite the property.
At the foot of the bed was a small lounge, helpful for both holding luggage during a short stay and get dressed in the morning. There was another reading chair and ottoman opposite that was showing a little fatigue in places. It was the only thing in the room that looked tired, the rest seemed to be very new, very well maintained.
I have tried the roll on sleep aid available in Westin rooms almost every time I stay there and have not found it to be particularly helpful, even as a placebo. Sometimes I sleep great at Westins (like this one) other times I do not but it tends to revolve around normal things that affect my sleep and their wellness roll on hasn’t helped me to my knowledge yet. Maybe others have had a beneficial effect?
Bathroom
The bathroom was pretty pedestrian when compared to the rest of the room. What I found so confusing was that the property had updated several elements of the room including the bathroom but the shower over top seemed to miss the mark. They had bothered to put in a rain showerhead, but for whatever reason (I assume cost) they left the tub and shower curtain as opposed to replacing it with a dedicated shower.
Breakfast/Restaurant
One thing I like about business hotels like Hyatt Regency properties and Westin hotels is their recent focus on healthy options. I am not a health nut by any stretch of the imagination, but so often on the road the choices are limited to very bad options especially in hotel restaurants. The Westin has gone out of their way to give guests healthy choices and I appreciate that. The evening I arrived, I killed some time before a late dinner and found that the bar/restaurant offered reasonable specials and happy hour snacks. It was packed from early evening until I left just before 7PM.
They can’t all be home runs, that much is certain, but most of the items I have had hit the mark. On this stay I had an eggwhite omelet with spinach and feta cheese, the side salad for breakfast was a hard sell but I felt like a champ after I choked it down.
The drink, which I would have loved if I could have made it work, sadly was just not a good fit. I would pass on that in the future despite generally loving fresh pressed juices and superfoods for breakfast.
Have you stayed at this property recently? What did I miss? Do you like Westin’s healthy options? What about the constant checkin charade?
On the opposite end of the spectrum from your upgrade shenanigans, I was pleasantly surprised by an unexpected upgrade I received at the Waldorf Astoria in New Orleans. I’m Honors Gold, and 99% of the time that means the “upgrade” is a room on a higher floor or some similar BS. Of course, Hilton doesn’t promise anything better, so it’s not like there’s a disappointment factor. So imagine my surprise when they proactively upgraded me to a King Suite about a week in advance because – wait for it – I e-mailed them asking if they could stick a fridge in the room to store baby stuff. For whatever reason, they decided to upgrade me to a real suite with a fridge already there rather than stick a portable fridge in the room I booked. I didn’t complain.
You get a real upgrade and loathe hotel status. I am a mix of jealous and perturbed.
Hotels will try not to upgrade you as they do not get anything in return from Starwood for upgrading you to a suite if it is owned privately. I guess that’s why each & every hotel would try not to upgrade you to a nice suite unless until you demand and put them in a spot.
I agree, the “franchise” model leaves brands like Starwood hoping participants will honor guest programs for their top tier, the only way to insure it works is to stay frequently at the same property and get to know the staff.
Rukmi – I agree, but I HATE begging for stated benefits. It fits into the perceived DYKWIA (Do You Know Who I Am) which I want to avoid at all costs. But as I have stated before, if there was an open first class seat when the door closes and I am #1 on the upgrade list, I’m not going quietly whether the flight is mainline or operated by Mesa/Republic. Hotel upgrades are no different to me, franchise or company-owned. You either fly the company flag or you don’t.
You state, “Sometimes it seems that designers and contractors don’t actually stay in the rooms they build (even the mockups) or they would make real changes.” I often times wish you would proof your articles before posting (you would then make real changes):
“but lacked some lighting ambient lighting”
“I am not a health but by any stretch”
Otherwise, great posts (but many typos)….
Sorry about those two typos, I know that can be distracting when reading. I fail, however, to see the connection between a needless foyer being added to the room or a minibar menu with no minibar on par with repeating a word and using a “b” instead of an “n” during my review. I corrected my mistakes, your move Westin Alexandria.
I’m wondering if your goal is to get hotels to honor benefits as they should if you wouldn’t be better off booking the suite and then going through the SPG Platnium desk? Getting SPG corporate involved might have a better chance of creating real change.
I’m not being critical as clearly what you did accomplished your goal with minimal pain on your part but thinking out loud about how to create change on a larger level.
Perhaps, I might try that on my next stay.
Ugh. It is so frustrating when it feels like those who designed the hotel have never stayed in a hotel. For example, lighting. Why can’t hotels have central overhead lighting as opposed to a half-dozen lamps?
But, back to this property. I stayed here as a SPG platinum in mid-2016. At the time, the hotel gave SPG platinums a voucher for $11 in the bar/restaurant at night. The problem was basically nothing was $11, including tax. For breakfast, they gave a $25 breakfast coupon, but beverages, tip and tax weren’t included in the $25. Again, you couldn’t get a breakfast for $25. Yogurt, oatmeal with berries, and coffee cost $33 with tip and tax.
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In England, they called the overhead light the “big light” and how I long for them everywhere I stay. A dozen floor lamps are not a good solution. The credit is also terrible if you can’t purchase the equivalent with the credit.
To your subscription note, the request has been made to Boarding Area powers-that-be.
I have stayed at the hotel many times as a Platinum member. They rarely give suite upgrades, even when hotel is relatively empty. I would ask if family was in tow, but didn’t bother on work trips. I got frustrated by the high prices and lack of recognition as even my with trips are on my dime. This, I’ve moved my stays to an older SPG hotel that is very generous to members.
Care to share which hotel you prefer in the area?