The Westin Book Cadillac Detroit

We've stayed here before without incident and oh my how things have changed. We reserved a double room over 7 months in advance since we were booking a very popular date (day before Thanksgiving). We reserved a room for 4 with 2 beds. Check in at the hotel was 4pm and we arrived at 4:15. Our room was not ready, but they said they were behind in getting rooms ready due to late checkouts. No apology. They checked our luggage and said they'd call us when ready. During the next hour, other guests checked in and got double rooms. How do I know? 3 of the rooms were for my family. 2 of them reserved their rooms after we did. An hour and a half goes by, we've got dinner reservations, and still no room. Checked with the desk again and they said it's going to be longer and still NO APOLOGY. About 30 minutes later a manager finds us and offers a King room with a pullout bed. We declined. We reserved a room with beds and not pullouts. We said we'd wait. We were disgusted but wanted beds. At this point I called Bonvoy and let them know what was going on. They said they'd contact the hotel manager. So we go to dinner and at around 8pm we get a call that the room is ready. We get back to the hotel at 9:15 and get our room and guess what? It's a king room with a pullout. Now they tell us that the hotel was "oversold" and they gave us 1/2 the reservation rate back (we will be demanding full comp from Bonvoy). The room we got had a king bed and a really awful pullout with a 3 inch mattress. You know that bar that people complain about in pullout sofas? Yeah, that's the one. What a terrible experience. Our party had 5 rooms at the Book. One other person in our party had to wait for a room but they got one quickly only to find the room had people in it! Then they were put in a king/sofabed room too and ony they didn't get bedding! Crazy. Well, now there are a few dozen people out here telling friends and family how awful the Book is and to avoid at all costs. Just terrible.

Went to get dinner and the valet refused to park my car. Finally after arguing with me he said he could park it but i would have to pay. Umm yeah, thats normal. So when i went to pay they charged me the full overnight rate instead of the posted hourly rate.

Great hotel. Very comfortable and spacious, with excellent facilities, one of the best showers I have used and coffee machine in the room. Also exceptional customer service and a good location for sightseeing. Reasonable value for money.

Rooms and general spaces are good - rooms bigger than average. Avoid the breakfast - Astonishingly bad food and service (repeatedly having to ask for cups, service is incredibly slow etc). Worst I’ve experienced at any hotel. There’s a Starbucks on site instead. For Marriott card holders the Element Detroit at the Metropolitan down the street is a better experience.

This is a large hotel in a pretty good location in downtown Detroit. The amenities are fine, though not great. Our rooms were large, clean and comfortable. Service throughout the hotel seems to be a real issue. My sense is that the staff is trying but simply do not have an adequate number of people to respond in a timely manner. For large events, however, this is a good choice.