The upgrade from two regular suites far away from each other to a very large, comfortable apartment-type accommodation was a very nice gesture from the hotel

Breakfast restaurant is not clean, is not having attentive service and not in line with what one would expect from a 5 star hotel. The staff in the Korean restaurant is really friendly but needs much training in terms of efficiency of service. While the hotel claims “ski in, ski out” the location is frankly not convenient compared for example with the Park Hyatt. The ski rental department has too few skis and was missing longer skis which forced us to get the skis from the main Service Center quite far from the hotel and having long queues

The executive king room was adequately furnished to be of Westin standard

The service level of the staff of Westin did not reflect the fact that my husband and I stayed at a Westin hotel. From day 1 where I had issues with the snow pass, no front desk staff proactively offered any assistance and instead, let me as guest of Westin struggle with their vendor - the ski company have the pass organized. Particularly when some front desk staff made a shocking remark that she can’t help as this is the ski company problem. What a shocking comment to be made to a guest of Westin!! Second, the furniture of their restaurant is not at all Westin worthy. The chairs and tables were those found at some cheap restaurants, the cutlery were the same. We were not served any water upon seated for 30 mins and had to request multiple times for water to be served. While I will not fault the service staff itself, this is clearly the lack of training from hotel management on basic f&b etiquette. The quality of food was clearly lacking and I failed to understand how this property I was at was called ‘Westin’. The lounge lobby was a joke, tables were never cleaned. There were no service staff in sight when we ever wanted something and for the once we spotted one poor service staff, she went away with a comment ‘Let me check’ when my friends asked for Whiskey and never came back! My friends had to raise mg voice at them for any sort of attention. Again, service is so underwhelming and yet again made me question if indeed I had paid a rather large sum of money for a 1 star hotel instead of the 5 star Westin. Utterly disappointed. My feedback was made known to the manager on duty and the offer was 1 free lunch or dinner each day for a set menu where the set menu was nothing but some Chinese dishes that was almost the same as the buffet. No room upgrade was offered, no acknowledgement of our dissatisfaction.

Nothing!!! The rooms are only on average with poor shower faucet!

This was the worst experience and really nightmares for us to stay at this hotel. Our family, me and my wife with our 3 children, stayed at this hotel in one Executive Suite room and one double room with two double beds and Ski Park view during Dec 25 to 27 of 2023. The hotel and room decorations were on average but the staff’s qualities were at the lowest rate of Hotel standard. Only a few staffs in the hotel can and willing to speak or communicate in English. Furthermore, most of the staffs were not professional or well trained. We arrived the hotel at noon after the flight from Bangkok, Thailand and via Shanghai for 1 night. We waited for 2 queues before we can reach the front staff. At the front desk, we met “Elina Chi” and had to wait for her to finished the process for nearly 40 minutes!! During the check-in process, we didn’t get any Hotel’s facilities informations nor the ticket to the cable car at the Ski park. (Even the breakfast information, we’d been informed after receive the key card of the double room at 7.30 P.M. by other staff. However, Front counter staffs were unwillingly to answer any queries or give us any further information.) Back to the Check-in counter, after our long time waiting, without any welcome drink, we’d told that the rooms were not ready and we had to come back around 3.00 P.M. Then all of us went to have a lunch at the local restaurant in the Ski Park. Around 3.00 P.M. we came back to found that we could get only the Suit room while another standard room had not finished yet. So, we brought all of our baggages to our room by ourselves, no Porter assisted. I’d seen a staff which may be Porter around there but he only look after many rows of baggages in the lobby waiting for the rooms too!!! We came down around 3.15 P.M. to get the cable car ticket at the ticket counter at B1 floor. At the counter we had to wait again for another 40 minutes to finished the ticketing processes!!!!!