2/5 stars — Noise and poor communication marred our stay
The Westhouse has its merits, but our experience was significantly impacted by a room placement issue that staff failed to resolve.
We were assigned a room adjacent to the service elevator and housekeeping closet, resulting in constant noise throughout the day. While this kind of room assignment can happen, what made it unacceptable was how it was handled. We requested a room change, were told someone would follow up and no one ever did. When we reached out again ourselves, we were informed that "no one had called them," essentially dismissing our concern entirely.
To be fair, there were aspects of the hotel we appreciated, and the property itself has genuine appeal. But a hotel's quality is just as much about service recovery as it is about the initial experience. When a guest raises a legitimate concern and is met with silence followed by a denial, that reflects a serious gap in communication and accountability.
We would hope future guests are given more central room assignments or at minimum, a staff team that follows through on its commitments.