Ratings based on 374 Verified Reviews

4.1 out of 5
75% of guests recommend
4.2 Room cleanliness
4.0 Service & staff
4.3 Room comfort
3.9 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler

Great location, nice old world hotel.

Posted Mar 13, 2017
Pros: The staff was very friendly and helpful whether in arranging transportation or making dinner reservations. They were consistently great.
Cons: Put coffee in the sleeping rooms. Include a pay per view movie channel selection. Beds were too soft. Not the 'heavenly bed' Westin promotes.
Location: The many sites and ruins are within walking distance or a short taxi ride away.
The hotel is beautiful. Pluses: staff, location, availability of taxis right outside. Minuses: no in room coffee, seems a bit worn (I guess that is what 'old world' means to some). Overall a very nice place to stay while visiting Rome.
Comment from Hotel Management
Mar 14, 2017 by General Manager the Westin Excelsior Rome, Hotel Management
Dear Guest Thank you for your review and for saying that the hotel is beautiful and a nice play to stay Happy to read the staff was friendly and helpful As to the inconveniences coffee makers are not allowed by law being in a historic building and I regret you did not like our Heavenly beds which I can assure you are as per Westin Standards Looking forward to welcome you again Marc Lannoy General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler from columbus, Ohio

Very safe, Antique beauty!

Posted Mar 12, 2017
The hotel is older and filled with charm! Loved the antiques, the elevator is stunning! The room was a tiny bit warm, but I just opened the door to the balcony for fresh air. Even the bathroom was luxurious, filled with marble, floor to walls!
Comment from Hotel Management
Mar 14, 2017 by General Manager the Westin Excelsior Rome, Hotel Management
Dear Guest Thank you for saying out 111 years young hotel is filled with charm Arrivederci ! Marc Lannoy General Manager
3 out of 5
by A verified traveler from US

It was okay

Posted Mar 10, 2017
My sister had her SPG gold number, but they didn't provide us with an upgraded room because we had gotten the room through Expedia, even though at Sheraton Salzburg, we were given an upgraded room, which we had booked through Expedia as well. The hotel didn't have a kettle in the room nor an iron, due to some "local legislation". I had to pay them to get my clothes ironed. We had to keep getting hot water from them for our tea, which was a hassle. The room provided to us was outdated, the internet speed was ridiculously slow. The only decent thing was the location, and some of the staff was nice! That's about it.
Comment from Hotel Management
Mar 14, 2017 by General Manager the Westin Excelsior Rome, Hotel Management
Dear Lu Thank you for having taken the time to inform me about your stay My apologies for not having met all your expectations Kettles and Irons are indeed not allowed for being in a historic building As to the benefits of SPG including points I can confirm that in order to receive them the reservation must be booked via an “elegible” rate as mentioned in the SPG conditions I am also looking into the comment of the slow internet Best regards Marc Lannoy General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Jan 3, 2017
Pros: It was absolutely beautiful and decor was amazing
Cons: Room cleanness was ok but a little more attention to detail should be done..
Staff was very friendly. They were eager to make our stay a pleasing experience
Comment from Hotel Management
Jan 3, 2017 by GM The Westin Excelsior Rome, Hotel Management
Dear Traveler Thank you for saying that the staff was eager to make your stay pleasant I have taken good note on your recommendation of the room cleanliness Best regards Marc Lannoy General Manager
2 out of 5
by A verified traveler from Sydney

Very faded glory

Posted Dec 31, 2016
Pros: Good location close to restaurants, shops, sights. Very comfortable bed. Nice to receive a box of chocolates for Christmas. Room larger than normal.
Cons: Needs room renovation and staff attitude needs addressing.
This chain and this hotel in particular has a very good reputation so my expectations were high. However everything about the hotel was second rate. The staff were not friendly at all and in some cases looked me up and down and turned there nose up as I am obviously just a middle aged tourist, nothing special about me. The room facilities were ancient, especially the electricity! Every thing was old, the TV was a wide screen but was mono. Bathroom very tired and sink became blocked. Hair dryer had to be used with one hand on the plug otherwise it cut out. Room so hot I had to sleep with door open in the middle of winter.
Comment from Hotel Management
Jan 3, 2017 by General Manager the Westin Excelsior Rome, Hotel Management
Dear Ally Thank you for your review and I regret we did not meet your expectations. The hotel will undergo a full renovation I am very concerned about your comments on the attitude of the staff and I apologize I share all comments with my team so we are aware when we do not perform well Best regards Marc Lannoy General Manager
5 out of 5
by A verified traveler

Go upmarket!

Posted Dec 19, 2016 on Hotels
A top end hotel, very elegant and majestic. The President of Columbia was staying here at the same time so good enough for him, then good enough for you and me!
Comment from Hotel Management
Dec 22, 2016 by General Manager, Hotel Management
Dear Guest Thank you for your nice review and for staying with us Arrivederci ! Marc L General Manager
5 out of 5
by A verified traveler

Elegant and grand

Posted Dec 5, 2016 on Hotels
Lovely people we were well greeted! However the exterior modern music was terrible and not in accordance with the Xmas decoration. Who can organise such a mismatch????
Comment from Hotel Management
Dec 7, 2016 by General Manager, Hotel Management
Dear Guest Thank you for your nice review and for saying our staff are lovely people As to the music we received the recorded cd’s late but this is now fixed. Best regards Marc L General Manager
5 out of 5
Recommended
for Couples
by A verified traveler from US

Posted Nov 8, 2016
Pros: Very classic historical hotel
Location: Good selection of neighborhood restaurants within walking distance of hotel.
Excellent Hotel in good location proximal to quality neighborhood restaurants. Nice location away from the hustle and bustle of the major tourist attractions. Excellent staff and excellent service. Hotel restaurant and adjacent cafe are excellent.
Comment from Hotel Management
Nov 11, 2016 by Gm The Westin Excelsior Rome, Hotel Management
Dear Mr Gerard Thank you for saying that our staff and service are excellent Arrivederci ! Marc L Genera Manager
3 out of 5
by A verified traveler

Don't judge a book by its cover

Posted Oct 29, 2016
Pros: Main lobby area
Cons: The state of the room. Required work.
Location: Lots of sights at a walkable distance.
The external and main areas of the hotel were immaculate and clean. The room we had however was worn and the wear and tear was easily seen. There were chips in paint work, chips in the skirting and marks on the walls. The sealant around the bath had blackening from mould. The room however was clean and was serviced 2 times a day. The room has no tea/coffee facilities, a complementary drink is offered by the hotel but this enough and additional drinks are costly. Kettles and irons are not allowed in the rooms. The room has full length mirrors in the wardrobe doors, one had been damaged and has clear tape over it. TV channel options were limited and TV not used by us due to limited options. For what I paid the room received was not worth the money. I would not stay here again. Staff at the front desk were ok but the concierge team were very helpful.
Comment from Hotel Management
Jan 5, 2017 by GM The Westin Excelsior Rome, Hotel Management
Dear Guest Thank you for your comment. We are indeed planning a renovation but need to keep the hotel in good condition Happy to read that the concierge were very helpful but of course as disappointed as you are that you do not plan to stay again Please give us another opportunity Marc L General Manager
2 out of 5
by A verified traveler from US

bad experience - 5 star?????

Posted Oct 26, 2016
Location: Location was excellent, that is the only thing going for you.
Room was large and spaces. Counter staff was horrible. We had to asked to change the mattress, sagging in the counter. Staff seems unfriendly made us uncomfortable to ask any questions. We being from the USA not accustom to this service. For the price we paid $600+, your hotel was unacceptable. We had better experience paying doubletree in USA $135.00/night. We wanted to experience a first time visit to Rome and was willing to pay the high price but never again in your hotel, this is how bad our experience was.
Comment from Hotel Management
Oct 31, 2016 by Gm The Westin Excelsiorr Rome, Hotel Management
Dear Guest Thank you for your review and I regret we did not meet your expectations As with other comments when they are good we celebrate and when not we learn from our mistakes I sincerely hope we will be given another opportunity Best regards Marc L General Manager