The Westin South Coast Plaza, Costa Mesa

"As a loyal Bonvoy member, my recent stay at the Westin South Coast Plaza left much to be desired. From being assigned a meeting room as my accommodation to encountering multiple issues throughout my stay, the experience was far from satisfactory! Upon arrival, I was dismayed to find that my designated room was actually a "meeting room." Not only was this unconventional for a hotel stay, but the room itself was visibly dirty, as evidenced by the attached pictures. Furthermore, basic amenities were lacking; the bedside lamp was devoid of light bulbs. Additionally, the absence of power outlets near the bed was inconvenient and surprising for a hotel of this caliber. The frustration continued with connectivity issues; the internet in the room failed to connect because I lacked a traditional room number, adding unnecessary complications to simple tasks. Moreover, my key card proved ineffective in accessing essential facilities such as the fitness center and even failed to unlock the meeting room door, necessitating assistance from a porter to regain entry to my assigned space. Overall, my experience as the Westin South Coast Plaza fell short of expectations on multiple fronts, from accommodation quality to basic amenities and service reliability. The staff was aloof and didn't care one bit about the issues. As a valued Bonvoy member, I would have hoped the hotel would have taken these concerns seriously, but even emails to the hotel's Director of Operations, were met with nothing more than a "I'm sorry" attitude. Unfortunate that the hotel doesn't take these concerns seriously and work towards improving the guest experience. Don't stay at this hotel. You will be disappointed!"

"Nice location and the staff was friendly(definitely not robots). The windows were really dirty so you couldn't enjoy the view. Rooms were basic: No bathroom vent or tub, shampoo was out and never refilled, there was coffee in my room, fridge with ice bucket, safe, but no microwave. WiFi is not free Parking is not free Elevators were well used and partially broken Extra charges(200$) for parking, gift shop, and other posted to my account. I never went to a gift shop and the hotel hasn't responded in 3 days to my email. Update: Never got the charges cleared... Visit #2(last): Price was 2x for the same stay. (300$ per night) Windows are still filthy. Didn't get charged extra for parking this time. Printed my receipt out on used paper with other customer data(full names, charges, group codes, room numbers, status) 30$ for a burger & fries Doors slam shut and are very loud. Can hear the next room and anyone talking in the hallway on their way to the elevator."

"Hands down used to be my favorite hotel. I stay here weekly and as an Ambassador Elite, they used to treat me like royalty. But they had a big staff change and with new management, it’s just not the same. With the loyalty I show the brand and this hotel, I would have expected better service. After 100 days at the hotel last year, you would think they would go out of their way for you. They used to, but not anymore. And the management just doesn’t care. Hopefully it’s just transitional and they go back to top tier service for one of their most loyal regulars."

"Beautiful hotel with lovely walkways across the road to dining and shopping. The staff was friendly, rooms were clean, and the bed was comfy. Unfortunately the windows are still filthy, there's no free breakfast, and our body wash was empty when we arrived. Our room was cleaned twice during our stay but no refills. Other than that, I had a great experience and would definitely stay again."