The Westin La Paloma Resort And Spa Tucson

The Westin is beautiful, high on a hill overlooking Tucson's city lights. Birds and bunnies live in the wonderful natural landscaping.

But what happened to service at this expensive resort? We arrived on a quiet day after the holidays, and had to wait in line for 10 minutes to get to a check-in clerk despite the lack of guests. Then we had to wait another 20 minutes or so before a bell man could take us to our room!

It was freezing - around 20 degrees - we didn't leave our car and go inside for fear we'd lose our place in the queue. It seemed like only 2 valets/bellmen were on duty. Frankly, at these rates I was appalled.

We'd just come from the Scottsdale Princess where we'd had impeccable service. When a bell man finally showed up, he had to drive us in a golf cart the brief distance to our room - we just about froze. We found out we could have walked to our room in under 5 minutes - but of course they don't tell you that, in order to force you to use the bell staff. Our rooms were very spacious and the so-called "Heavenly Bed" is truly heavenly, but that didn't make up for stained draperies, no light bulb in the fixture above our door, and a freezing wind blowing through the ill-hung door. We were on the 1st floor (a disappointment in itself) and had a lot of noise from the room above - creaking floors and we could hear every thud and footstep of the people moving around upstairs. We ate in the main lobby's downstairs dining room, and it was freezing cold. The lobby is very spacious and apparently the Westin doesn't pay to heat it properly - or can't. Food and service in the dining room were good, but, as usual for this Westin, a noisy and boisterous sports-related party was going on in the lobby, so dinner wasn't relaxing. We won't stay at the Westin La Paloma again.

Stayed here while my wife was at a conference. I found the pools and the service to be excellent. Fitness, Spa, and accomodations were not on par with other "spas" in tucson. The spa, fitness center, and golf course are actually private clubs, with hotel guest access. This does'nt make for a welcome feeling. Had a great time at the pools and the lobby bar. If you want to relax and feel secluded, go to the Omni, if you want a kid friendly, or Party atmosphere, go to the westin.

We stayed at the Westin La Psloma Resort on August 29-30. We were in Tucson attending a wedding and reception....the reception was jeld at the La Paloma. Our group spent in the $12,000 range during our stay. We also frequent Tucson 3 to 4 times a year.

The place is beautiful but the service was absolutely horrible. I sent an email to the management at La Paloma and did not get a response as was the case when I stayed there and recieved no response to my issues.

Here is a list of items that occured during my stay:

1) Shower was completely plugged after we took our first shower......although room service cleaned the drain the roomed smelled for our entire stay

2) The phone in the room did not work and I missed several important phone during my stay...I did not know the phone was malfunctioning as it did not ring....when I complained about this they sent two "suits" up to my room....they took the phone and said the phone would be fixed at 4PM.....the phone was never replaced

3) Breakfast was incredible until I took a big gulp of skim milk from a crayton.....the milk was sour....

4) When we left I called the bell hop for a cart to my room which was located in a separate building...(Room 128).....knowone came....I waited outside my room for 20 minutes in 105 degree temps.....I found a maintenance person working in a garden next to my room and he called the front desk to have someone come and assist me.....I waited another 10 minutes but knowone showed.....I ended up carrying all the bags (5of them) to my car myself....

On all these issues know one seemed to care about my concerns..........

Beautiful place but the service needs to improve.........

3)

Definitely not up to 'Resort' quality. Room was a non-smoking room that reaked of smoke. Garden Restaurant service was BAD.... We were told they were out of bread at 12:30pm, after asking another server, bread appeared after we started eating our sandwiches. The waitress did not return to pick up the bill; we took it to the hostess who then had to locate the waitress to clear it from the computer.

The Sunday brunch was great! J-Bar dinner was nice, but the bartender used too much sweetened lime juice in the Mojito, making it undrinkable.

In 20 years of business travelling, this was one of the worst hotel experiences. The bellman dropped my laptop computer on the ground and broke the screen, then denied it (even though I saw it happen). The hotel refused all responsibility for the damage, based on the denial of the bellman. The second day I found 2" long cockroach in my room. I checked out on the second day of a three-night prepaid stay.

Resort is beautiful and caters to kids but the rooms are largely spread out like long arms away from the main house and one is often alone down long dark outdoor hallways. Last time I was there a man was molesting women and girls. There was no video security and few guards. Police were called.

After staying at the magnificent Miraval Resort and Spa, and then road-tripping it through Arizona and staying at overnighters, our last stop was the Westin La Paloma. All I can say is I didn't want to leave.The service was excellent. Not only were were the Valets welcoming, but the Front Desk staff was efficient and friendly. Check-In was a breeze, especially after being on the road each day.The pool was beautiful with attentive servers and pool attendants.Now for the food! We ate at JBAR, an informal version of Janos, their main restaurant. I cannot begin to tell you how great the food was!!! INCREDIBLE! From the sweet and spicy calamari, to the tamarind crusted salmon, every morsal was loaded with amazing tastes. To top it off, we had the ...are you ready? Chocolate, peanut and caramel bomb, with a bananas foster milkshake (served in a martini glass). Are you with me now? Service was great. Attentive and prompt with no errors.I would highly recommend staying at this resort if you find yourself in Tucson. You will not regret it. Yes, they charge for Valet, but you can self-park. Yes, they have a Resort Fee, but who doesn't. Most hotels across the country are implementing this fee and it was explained to us upon check-in.Again, if you get the chance, check it out!!

Living in the general area of the Westin it is convenient to take local friends, and out of town visitors and family. On a recent visit I was so upset by the way my guests and I were treated... We first had cocktails and then were seated outside at a Bistro table. We sat and enjoyed our conversation and the nice views. We waited one hour and not one person ever returned to our table.

We got up and left of course and no one seemed concerned. I recently called to make a complaint over a week ago and no one has called me back.

They told me at the time I called that a patron was currently having a cardiac arrest.

Immagine that! With the poor service I would much rather drive to Loews Ventana Canyon.

had a great stay, nice room, fantastic golf, i do not mind to pay for valet so was good. Janos was expensive but good bistro good and value some good wine also to be had, no kids so had good time!! i'd go again pools were great!!& the beds heavenly obviously im a SPG!!!

If not for the nice setting and pools, our recent vacation at the Westin would have been a bust. They charge you $10 a day in addition to the room charge, for the "resort fee" (which they changed to $11 during our stay without telling us in advance), the food is only OK and terribly overpriced, and we were charged over $11 for a single long distance telephone call which lasted all of two minutes. When I asked to see a telephone bill or have the charge reduced to what it actually cost the Westin,I got no response. To top it all off, they added another charge to my credit card without my authorizing it. Considering we spent 5 days and over $1,000 at the Westin, I consider their customer service to be dismal. Many mornings when the kids went for a swim, there were no clean towels by the pool. The poolside food was not fresh and way overpriced. The valets wanted $12 to park your car and gave us dirty looks when we chose to walk across the street to get our car on our own. I know the hotel industry has been hard hit this year, but maybe the Westin should wake up and realize that treating customers right is the key to repeat business in the tight hotel market, and that families traveling on vacation these days are on a budget. For a place that markets itself as a "family" resort, we didn't find them particularly family friendly.