The Westin Book Cadillac Detroit

My stay at the Westin was wonderful.The building smelled clean and was very nice. The service was phonemonal.

Very disappointing experience at The Westin Book Cadillac Detroit.

A valet attendant gave me a luggage cart and didn’t assist. While I was unloading my car, the cart rolled unattended and hit my vehicle, causing damage—including a window issue.

What followed was even worse. No managers available, constant runaround between the hotel and valet, and conflicting information about video footage and the claim. I was repeatedly told they “couldn’t help” because valet is third-party, which is unacceptable for something that happened on their property.

The lack of accountability, urgency, and basic customer service was shocking. Even at checkout, I felt rushed and dismissed with no real resolution.

Would not trust this hotel again

**UPDATE: Management has stated the situation was handled in good faith; however, the claim was initially denied, required further dispute, and communication was inconsistent and delayed. Goodwill compensation was not offered proactively—I had to request it multiple times. This does not reflect an appropriate response to a situation involving damage to a guest’s vehicle on property.

The proximity to all events downtown as well as the customer service being top notch!

The gym is in a section of the hotel that also houses the pool. It’s a spacious room, plenty of cardio equipment, including some variety (treadmill, rower, bikes, elliptical).

Core LifeFitness machines are present - lat pulldown, chest press, leg curl, shoulder press, etc.

Cable machine.

Well-stocked dumbbell rack up to 50 lbs.

Kettlebells, balance balls, medicine bells.

No free weights or racks.

We booked this stay last minute as a replacement for a cancelled spring break trip to Chicago, where we had planned to stay at the Langham. We were hoping for something special to soften the blow for our kids. Unfortunately, this stay fell short — and at over $700 for the room, the issues we encountered were hard to overlook.

To be absolutely clear: roughly 98% of the staff we interacted with were genuinely warm and did their best and truly great to work with. I truly believe what went wrong here is an organizational and management problem, not a staff problem. The people were great — the systems failed them and us.

Arrival & Room Condition
We arrived around 3:20 PM and the room wasn’t ready until 4:35, which was understandable as check-in was not until 4:00. Outside our room in the hallway sat a broken-down refrigerator — not a great first impression for a Westin property. Inside, the in-room refrigerator didn’t work either. Which we didn't even notice until we tried to put leftover dinner in to save and realized it was not working and not cooling at all. Since it was a suite, there was a second built-in fridge space, however it was simply empty. Multiple pieces of furniture had very large visible stains, including the couch where the pullout was, and the armchair.

The Rollout Bed That Never Came
When checking in we requested a rollout bed — and confirmed it again when the room was ready. We were told both times it was no problem. It was never delivered.

A Bedding Ordeal Until Nearly 11 PM
There was zero bedding for the pullout sofa. Before dinner we called asking for bedding for the pullout, and they were great and came up and made the pullout sofa, however it only came with a very light blanket, and our kids were cold and needed something a bit heavier. We called around 9:30PM requesting a comforter and two additional pillows — nothing arrived. We waited until 10:48 PM and called again. The woman who answered was noticeably annoyed from the start, pointed out she had “just started at 10,” and informed us they didn’t have comforters — only blankets. For a room advertised as sleeping four guests, the fact that basic bedding wasn’t readily available is not acceptable, but then to argue with me about a comforter that is on all beds throughout the hotel was odd. After I mentioned it was for our kids, she agreed to send bedding up. We finally received a gray blanket, a comforter, and two pillows at 11:08 PM.

Pool
Towels ran out at the pool and were never restocked during the entire hour we were there.

Valet
The valet staff were great, they were friendly, quick and the whole experience was very easy to navigate. Even our son (7) told the valet team member that he was nice :)

This is a historic, beautiful hotel and we so badly wanted to love it. We don’t leave reviews like this lightly — but at this price point, at a Westin, the basics are non-negotiable. Someone in management needs to take a hard look at how this property is being run. The staff on the floor deserve better support, and so do the guests.

Our stay was excellent. It greatly exceeded my expectations in every way. Plenty of choices to eat at most times of the day. Excellent staff.

Location,

Everything and everyone

Clean spacious room, went for my birthday and the staff was extremely accommodating

Beautiful hotel with large rooms.

Deeply unpleasant stay. I typically stay in Hilton properties, however this hotel was more convenient to the venues I intended to visit while in Detroit. The woman who checked us in was quite robotic, truly the bare minimum. No welcome or greeting. No explanations of the amenities or on site offerings. Just do you have a reservation? Name/ID/Card/Keys. Okay fine. One interesting part of this visit is a noticeable pattern now with Marriott properties. The last few times I diverted from Hilton and stayed chose Marriott, I am ALWAYS given a room farthest away from the elevator directly next to the Housekeeping/Maintenance area. EVERY TIME with Marriott. In many years of travel it has never happened with Hilton. The room was disappointing and dirty. The previous guests toenails were under the bathroom sink, the shower flooded the floor despite using the shower liner and the outer curtain, hair on the floors and quite dusty. I do not have the energy to go into the awful encounter with Rachel. The other front desk staff and valets were quite lovely. I'm certain there are far better options in Detroit for your stay. Look into one of those.