The hotel is fine. The customer service phone number is infuriating! We were trying to figure out if our early check-in request was approved. So we called the number provided. We spent 7 minutes going through multiple prompts to finally speak to someone just for them to say they are “not allowed” to transfer us to the front desk AND she couldn’t see if out early check-in was approved. She told us to hang up, call the same number and then say “front desk.” Which we did and that lead to 5 minutes of the non stop ringing. At that point we gave up. We haven’t even checked-in yet and my blood is boiling! I know the hotel is decent because we stayed here about 6 months ago and had a decent experience. But this phone prompt/AI customer service situation was horrific and unhelpful. An absolute waste of time and energy and still didn’t get the information we needed. And yes, we are Bonvoy Members.

I loved my Stay at the Westin in Arlington! Lina took such great care of me from my arrival to my departure! When I arrived at a time earlier than the check-in time she went out of her way to see if my room was already ready and it was and she checked me right in! As a touring music artist it’s always amazing if you can get some extra rest and I was able to do that by being checked in early. Then for checking out, I let her know I’d be getting back from my concert right at noon which is check out time. Lina assured me I could do a late check out of 1pm just to have time to get everything packed and have a moment to breathe after my show. I didn’t leave Arlington till 4pm that day and she checked my baggage until it was time for me to leave the city. Lina went above and beyond and made my Westin stay in Arlington Amazing!!!!

I originally booked this hotel for just one night, but after experiencing everything it had to offer, I decided to extend my stay. From the moment I arrived, everything exceeded my expectations. The hotel is exceptionally clean, beautifully maintained, and has a welcoming atmosphere. The pool is huge and perfect for families, and I really appreciated having a full-time lifeguard on duty, which made everyone feel safe. As a Marriott Lifetime Platinum Elite member, I was incredibly grateful to be upgraded to the Presidential Suite for my entire stay. It was an amazing gesture that truly reflected Marriott’s commitment to recognizing and rewarding loyal members. Most importantly, the staff were outstanding. Every team member I interacted with was professional, friendly, and genuinely eager to make my stay memorable. Thank you to the entire Westin team for an exceptional experience. I look forward to staying here again and highly recommend this hotel to anyone looking for a first-class Marriott experience. – Nabil Hassen?CEO, Bora Bora Smoothie Cafe

Beautiful hotel. Nice rooms. But the parking is an absolute disaster. I stayed here six years ago and got trapped in the garage at 5:45 a.m. because my key wouldn’t let me out. I figured surely they’d have fixed that by now—especially while charging nearly $50 a night for parking. Nope. It’s actually worse. Three different guests, three different rooms, all had the exact same problem. Swipe the card… nothing. Push the help button… wait forever. Explain the issue. Try again. Repeat. Eventually they “make an exception” and open the gate remotely. We all went to the front desk, got new keys, and were assured it was fixed. The next morning? Same exact problem. When multiple guests experience the identical failure on consecutive days, it’s not bad luck, it’s a broken system. Charging premium parking rates while making guests late for work, flights, and appointments is unacceptable. The hotel is great. The parking operation is not. Until they fix it, factor in an extra 15-20 minutes every time you want to leave the garage.

The hotel experience was fine until the hotel staff took Gilbert. Gilbert was our groups most prized possession and the hotel staff took Gilbert out of our grasp and never let us know nor returned it. We got a replacement but it was no where near the same. I, and my group demand compensation. Next time I return I expect to be welcomed by Earnie and Gilbert, if not I shall release my utter and full wrath upon the hotel. You could also mail Gilbert back to Minnesota. You have 10 days to respond, if not you shall be met with consequences. May you make the utter and best choice. And the fact I am 14 does not matter. The breakfast was very appetizing though. 10/10 food cooks need a raise.

My family stayed at this hotel for mother's day weekend. We decided on staying here bc we took the cooking class at the restaurant. We had issues there, but counted it as a one off. The staff at the restaurant was very nice and fixed our issue. The hotel did not have water the last night of my stay and didn't inform the guest. I would have checked out if I had known, so I'm assuming that's why they didn't let us know. When I checked out, I told them my concerns and we talked about them, things were resolved, my balance was confirmed and though I was upset with the turn of events, the staff at the front desk were helpful. A week or so later, I get notification that my card was charge from the hotel. I have called 3 times to see what the issues is and no manage will call me back. Why is my card even still on file a week later? My bill was paid and my balance was confirmed paid. I still don't know what it going on and have to go through my credit card to fix the issue bc the hotel will not respond. There are many other hotel options nearby. Don't stay here.

I have been a Titanium Elite member with Marriott for over four years and have stayed more than 500 nights across Marriott properties without a single smoking or damage-related issue. Unfortunately, this property completely broke the trust I had in the brand. After my stay, I was charged a $500 smoking fee despite not smoking and despite having an extensive history with Marriott that clearly contradicts this type of allegation. I disputed the charge multiple times through Marriott corporate, only to repeatedly be told that the General Manager had “spoken with me” and that we had “discussed and agreed” on the matter. That never happened. The GM never contacted me by phone or email at any point during this process. Yet Marriott corporate continued denying the dispute based on statements allegedly made by hotel management that were objectively false. I repeatedly requested actual evidence supporting the charge and meaningful communication from management, but neither was provided. What concerns me most is not just the fee itself, but the apparent willingness to misrepresent customer communication during a billing dispute. As a long-time Titanium member who has shown significant loyalty to Marriott over the years, it is extremely disappointing to see a situation handled this way with seemingly no accountability or oversight. I hope ownership reviews how these disputes are being managed internally, because this experience has seriously damaged my confidence in both this property and Marriott’s ability to protect loyal customers from dishonest handling of claims.

We stayed here not by choice but to attend a family event. Guests were given a welcome bag - but only if you knew to ask. There were still 14 bags left at the end of the visit in the front desk office. Front desk staff was untrained in this courtesy. Keys kept on demagnetizing.. I had to pay with a credit card to get out of the parking garage and the manager was going to take care of it.... crickets. Our AC went out on our second night apparently following a burst water pipe somewhere in the hotel. Hot foods should be served hot and cold foods should be served cold. Our buffet dishes were neither. I would have been embarrassed to bring this up to our hosts. There are just so many better choices in our Capitol area.

I've stayed at many Westins in and around the area. This is by far one of the best ones by a margin. As I've stated on a few reviews. I used to take my (now wife of 10 years together 13) ex-girlfriend to hotels on the weekends so we could relax before going out into the city or nearby. It was like a vacation. Sometimes she would meet me there due to schedules and us not living close to one another ... and the staff couldn't have been more helpful. They'd leave my wife a room card at the front desk of she arrived before me and handle parking her ride. The rooms were bigger than we expected and always a nice thing in case we had friends who joined us for dinner. Plenty of room to hang out. Plenty of places to eat nearby. I wouldn't suggest street parking unless you're checking in really late. Just valet. You won't be disappointed.

A little disappointed. A bunch of little things made the trip just ok and a feeling of not needing to stay there again. 1. I'm a Platinum member, we asked to checkout at 4, the guy at the desk said the latest we could checkout was 3pm, I said ok but then they couldn't rekey my cards. 2. Restaurant closed at 11pm on Sat but they had already made last call for food and drinks at 10:38. 4. I asked for a map or recommendations, the lady said they didn't have a map and told me to Google options. 5. Best part was housekeeping, we needed extra towels and them came immediately. 6. Beds are small - two full size beds not Queens. Pillows were comfortable.