The Westin Lima Hotel & Convention Center

Is all about the first impression , walking into a 5 star hotel should be very warm welcoming In this case , front counter Claudia , didn’t even smile at all and was very short with us while checking us in , I travel 150 days out of the years for work and for this hotel to be consider a 5 star it needs leadership. Spa and suit was amazing

Overall a better plan needs to be in place for those with hotel reservations during special holidays or events so that Marriott Bonvoy members can better enjoy festivities and special dates without feeling like sardines shoved into a small room last minute on what should be a special day or evening. Advertising is great but if every spot is booked and sold as a separate package and there is no proper plan in place for guests booked into suites or with membership status it turns what should be a fun, relaxing or romantic evening into a very uncomfortable experience. Aside from that this is the 2nd time that the welcome gift has been forgotten at this particular Westin hotel at check in. I am still awaiting compensation for my most recent stay. Normally it is the choice of points OR breakfast in the lobby restaurant OR an amenity / small gift which should be given as an option to Platinum, Titanium and Ambassador guests upon check in and if forgotten at check in the hotel also pays the compensation which is in the case of Westin the equivalent of 100 USD in local currency. Upon checkout I was finally given the option which would have been nice to have during check in. On both visits the hotel did go out of their way to provide a festivity related pastry for all guests plus a couple of pastries in the room soon after arrival which was a nice touch but that had nothing to do with the choice normally given to elite members upon check in. I spoke to multiple receptionists and they all seem to be out of practice with arrival procedures for elite members. I have stayed at the Aloft, Sheraton, Fairfield, and the Courtyard in Lima, some of those many times on multiple visits over the last 5 years and none of them have ever forgotten the elite welcome gift choice upon arrival so it's surprising that the Westin has gotten it wrong on two separate occasions. I feel like the reception is not in sync with the other areas of the hotel or the program standards regarding the arrival experience. Overall more coordination and better planning is needed. Sure things go wrong at every hotel and what I like is that Westin Lima tries to compensate guests for bad experiences which is appreciated. I know some other guests have had bad experiences in this Westin and returned so overall it's not a bad property and much better than many other Westin hotels around the world that I have been too but I feel like it could be even better. I really enjoy the lobby bar space and lobby restaurants. It would be great if on festive days from 7 to 8 happy hour drinks for elite members and guests in suites were given at the lobby bar. Even if it's just a glass of champagne, a glass of wine or bottle of beer it should be given in the lobby bar instead of some random room hidden on the 4th floor. The food could still be given wherever but the space that was planned for the festive day for elite members without dinner reservations was not an enjoyable experience for everyone I spoke to in that room, that includes the guests and workers. Having the complimentary drinks in the lobby bar would allow members and other hotel guests to better mix and mingle during festive days when the lounge on the 29th floor is closed off and only open to those with specific dinner reservations or being used for special events. Overall there is room for improvement and I hope the Westin Lima Hotel can make improvements to its organization. The concierge, reception, restaurants, bar service, and lounge staff all seemed like a disconnected mess, lacking an understanding of the Marriott Bonvoy program and although it was a mess we still had an enjoyable time and would come back again.