The Westin Sacramento Riverfront Hotel & Spa

So this “resort” is a total disappointment. While the rooms were nice and the beds were comfortable, the customer service was nonexistent and housekeeping was sub-par. One of the female staff members at the front desk was unbelievably rude to my party on multiple occasions during our stay. We arrived early after requesting an early check-in and we were told to wait in the lobby with all of our luggage from 1:15-4:15 PM. Our room was finally ready 15 minutes past the guaranteed 4 PM check-in. When we were finally able to check-in, we were not given our water bottles, there was no titanium elite check-in gift, or a thank you for being loyal to bonvoy hotels. Most Bonvoy resorts will at least offer you access to use the amenities while you are waiting for your room - not here. Lastly, we had to call and request for housekeeping to come multiple times one day and our room was only “spruced up” but not cleaned well past 6 PM. I actually had to make the beds myself which would be fine at my home, but not when I am paying to stay at a resort. Thus, I would not recommend staying here if you are looking for a “resort”. Marriott if you are listening the staff at this hotel need remedial customer service training (in this titanium elite member’s humble opinion).

There is much to love about this hotel. It is obvious this is an older property but it has been maintained pristinely. Very nice water station at the main entrance - nice touch. A somewhat small but fairly deep pool. Attached restaurant, Scott’s seafood, was similarly excellent. Common areas including the bathrooms on the main level were pristine. The beds were very comfortable and it was easy to find a comfortable temperature for the room. We all slept very well at this resort. Everyone loved the claw foot soaking tubs as well. The valet Orion was similar courteous and very prompt. All of these excellent points were spoiled by rather subpar customer service. First off, we are lifetime Titanium elite members, and we requested a 2:30 PM check-in after we were traveling from another destination. When we arrived and I asked why our room wasn’t ready, they said another titanium elite member had elected to stay later and they were running late with those rooms. That seemed reasonable at the time, but our room still wasn’t ready when the guaranteed check-in time of 4:00 passed. We did not receive a call until 4:15. Another member of our party, not on our reservation, received their keys but she had to wait 45 minutes for engineering to fix the lock in her room. The fridge in our room was also not working. On the second day of our visit, we encountered significant delays in getting our room cleaned again. And when we asked why, they again told us they were prioritizing other titanium elite members. Given that we also have the same status and they told us the same thing the previous day, this seems unacceptable. We left our room to go to dinner and their room was somewhat cleaned when we arrived back - the beds were not nicely made at all, and my wife had to fix this herself. I’m not sure why there were so many breakdowns - perhaps it was the July 4 holiday - but we don’t expect to be told on two consecutive days that they are prioritizing other titanium elite members - it isn’t a good look to say the least. The guy working the front desk seemed like he was genuinely trying, but a couple of the women made it clear they didn’t want to hear about any issues.