"Unfortunately, our stay at the Westin Grand Munich was a major disappointment and far below the standards expected from the Westin brand and Marriott Bonvoy. It is no surprise that the hotel’s ratings are declining.
The welcome amenity already set the tone: we requested a non-alcoholic alternative to the wine so we could enjoy it with our child. It was replaced with another bottle of sparkling wine. Shortly after—despite the Do Not Disturb sign being on—room service knocked to apologize, not for bringing alcohol again, but for having delivered a valuable gift intended for another guest. This was “resolved” by presenting us with one bruised green apple, offered “with the best compliments from the GM and Guest Relations.”
The room itself was plagued with issues, most of which remained unresolved despite repeated reports:
* Broken in-room safe (eventually fixed)
* Fridge not working until check-out (never fixed)
* Bathroom heater switching off after seconds (never fixed)
* Broken phone handset, forcing speakerphone use (never fixed)
Additionally, the curtains were too short to cover the full window, letting in significant light all night. The only positive was excellent water pressure. On a positive note, the outsourced housekeeping team was amazing—friendly, attentive, and the only consistently reliable part of the stay.
Breakfast was mixed. Mrs. Zeinab was warm, professional, and truly outstanding. Unfortunately, this was overshadowed by an incident where we were assigned a table, only to be confronted by a guest who arrived later and claimed it as theirs. This escalated into an unprovoked, one-sided verbal attack with profanity, directed at my wife and our child. Staff response was slow and ineffective.
The Executive Loung experience was equally disappointing due to a staff member, Mr. Mohamed. While obvious issues went unaddressed—guests touching food with their hands, drunk and loud behavior, screaming children, and dogs sniffing buffet plates—he focused almost exclusively on our child: insisting she be quieter, move faster at the tea station, and not use chairs to build a small house. While I agreed with and corrected the chair issue immediately, he continued lecturing me in an excessive and condescending manner, while allowing other children to behave freely. He even claimed another couple had complained about our daughter, only for that same couple to later tell us they never had and found his tone inappropriate.
Overall, the stay felt poorly managed, inconsistent, and unwelcoming. Aside from a few individuals such as Mrs. Zeinab and the excellent housekeeping team, the experience was far below expectations, and as loyal members we are now reconsidering our future preference for Marriott Bonvoy."
