The Westin Wuhan Wuchang

I received a room upgrade to a river view room with stunning river view and splendid sunset view. Club lounge was so great to provide a variety of Chinese and western food at happy hour. Breakfast in restaurant was also brilliant. Indoor pool and gym was also functional and well-appointed. Lobby was very luxurious!

To share my feedback regarding my ongoing 15-night stay as a Marriott Bonvoy titanium Elite member. Unfortunately, my experience since arrival yesterday has fallen significantly short of the standards expected of a Westin and the Marriott Bonvoy program. **1. Arrival & Elite Recognition:** Upon check-in, I was not greeted proactively, and the reception team appeared unresponsive to my queries (potentially due to language barriers). As a longtime Elite member, I expect acknowledgment of my loyalty status at all Bonvoy properties. When inquiring about suite upgrade benefits, I was initially informed they "did not exist" at this property—a claim later corrected by a manager. While the manager assured me upgrades would be addressed if availability arises, the inconsistency and initial dismissal were disappointing. The overall welcome lacked warmth and professionalism. **2. Room Comfort:** The room is clean and well-maintained, though the property shows signs of age. The mattress and pillows are excessively soft, compromising support (whether due to wear or design). Also no amenities neither a welcome letter from the GM was placed in my room, this is the first time in 15 years. **3. Executive Lounge:** The evening lounge experience was notably subpar: - Alcoholic beverage selections were extremely limited. - White wine was served warm. - Food options were below average, resembling those of a mid-tier hotel rather than a premium Westin. To finish on a good note the hotel is very well located, the guest service manager team is very helpful, Having been a loyal Marriott guest for 15 years, I am surprised by these lapses, particularly at a Westin—a brand positioned at the higher tier of Bonvoy. I expect my remaining nights to reflect the quality and recognition commensurate with my Elite stays This morning despite multiple calls to the reception the corridor was full of people talking and singing since 7am, drinking and smoking , disturbing all other guest sleep, just to hear from the manager he was sorry but there was a wedding in the hotel and apparently those guest matter more. Since then I have decided to leave the hotel as I can’t imagine staying here for another 13 days

Based on my past couple positive history with this hotel, I booked a room for my father expecting a similar high standard. However, my interaction with the front desk regarding a potential room upgrade was unprofessional and dismissive. The result was a failure to upgrade, no welcome amenities, and a small, poor-quality room, leaving me concerned about the hotel's recent decline in service and quality.