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About
4.5
#9 of 14 resorts in Scottsdale
Location
Cleanliness
Service
Value
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
The Westin Kierland Resort & Spa is an inspiring retreat located in the heart of "new" Scottsdale, Arizona, near Kierland Commons, where you will find a sense of old Arizona and delight you with a new, modern destination. Discover our premier luxury resort in the beautiful Sonoran Desert, from family vacations to business meetings, weddings, or a restful getaway.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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The Westin Kierland Resort & Spa is often lauded for its friendly staff and well-maintained grounds, with guests frequently complimenting its comprehensive amenities, such as the inviting pools and diverse dining options. However, some guests feel the resort's pricing doesn't quite match the perceived value, noting occasional service inconsistencies and a need for updates in certain areas.
While the resort's atmosphere and room comfort receive praise, opinions on room decor and cleanliness vary, with some suggesting improvements are needed.
Atmosphere
Charming
Rooms
Comfortable
Value
Expensive
Cleanliness
Meticulous
Service
Inconsistent
Amenities
Comprehensive
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I had never stayed in the Kierland area and was curious what it was like. The Westin seemed to be the resort with the best location, so I booked two nights with my Marriott Rewards points to experience and evaluate it.
Upon first walking in I was wowed by the modern and immaculate lobby. Marriott’s app allowed me to check-in prior to arriving and use my mobile phone as a key, which meant I could go straight to my room and bypass the front desk completely. It was a well-furnished room with a nice semi-framed shower, refrigerator and electronic safe. While walking on the room’s carpet, I noticed that my white socks would get dirty by the next morning each day (the only times during the trip I had my shoes off were when I was inside the room). So the room’s carpet could use a good shampooing and steaming (beyond regular vacuuming). I didn’t receive housekeeping service the first morning even though I removed the do not disturb sign and was out of the room by 11am. It wasn’t that big a deal as I was only there for two nights and had plenty of towels and soap. I’m not a fan of the Westin Heavenly Bed. The mattress and pillows are way too soft for me. A more firm pillow option would have been nice.
The dining options did not disappoint. I was able to watch the Monday Night Football game on the big screen in the courtyard while enjoying food and cocktails. The American breakfast I had the first morning at the cafe was above average in quality, satisfying and kept me full until the evening. I also enjoyed a few restaurants in the local area.
Due to learning from helpful TA reviews that the concierge is a front for initiating the timeshare sales process, I knew before arrival to avoid its services completely and never went to the desk. I have the internet so I was able to research and plan for touring and restaurants on my own. They sent me voicemails offering a gift bag, coupons and a future 3 night stay for $250, but I deleted the messages since I already knew the strategy they were trying to use. There is always a catch!
There are a lot of high end stores and restaurants within the Kierland Commons and the Scottsdale Quarter which are both within close walking distance. But the area was too pretentious for me. I’m glad I was able to experience Kierland, but will probably choose a resort that is closer to downtown Scottsdale in the future. I would definitely recommend the property for golfers and families with children who want a great pool.
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Date of stay: October 2021
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Team Marriott, Guest Services / Front Office at The Westin Kierland Resort & Spa
Responded Oct 7, 2021
Dear Meadows015, Thank you for being a valued Bonvoy Member and deciding to stay with us. We are delighted that you loved so many features of our resort, and we are grateful for your recommendation to golfers and families. As you mentioned, we have a variety of restaurants for our guests to enjoy and offer options from upscale dining to a causal cafe experience. We appreciate your remarks about our guestrooms and are glad to know you were mostly satisfied with our modern, comfortable accommodations. However, we will share your comments regarding the floor with the appropriate associates. Thank you for sharing your detailed feedback. It would be our pleasure to welcome you back for another pleasant retreat. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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If you ever wanted this beautiful resort to yourself, now is the time. If you have any doubts about staying here during the pandemic, it is clean and safe. The owner is only allowing 20 percent of the rooms to be sold.
All but 17 staff members have been furloughed. All valet and bell staff are gone for the time being. The cafe is open for food and all other bars and eateries are closed. Parking is free until business picks up and the rooms were very, very clean. Rates were down from high season and I was so happy to return for a visit. I was a little uneasy to take a trip but never felt more relaxed once we arrived.
The front desk was operating the desk and phones. They were so kind and accommodating. If you are elite, they allow a $19 credit per person each day for breakfast.
The property is beautiful as usual and the lazy river is being updated (major rehab) and will open June 12. If you are yearning for a safe place to take a visit, put this place on your list (no I do not work for Marriott).
Most restaurants in the area are open for take out and delivery. They are not at the next stage yet.
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Date of stay: May 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from TeamMarriott, Front Office Manager at The Westin Kierland Resort & Spa
Responded May 22, 2020
Dear Bev2227, We are pleased you came back to see us again and appreciate you taking the time to share your elevated experience with other travelers. Thank you for mentioning how clean and safe we have maintained our property, especially with the current situation. We are very proud of our associates as they strive to go above and beyond for each of our guests, and we thank you for recognizing their efforts. We loved having you stay with us again and appreciate you recommending us to those planning to travel. Please come back and see us at The Westin Kierland Resort & Spa on your next visit to our area. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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I have stayed at this hotel many times and this was my first hotel visit during COVID-19. I talked to the hotel staff and knew the pool would be open, but the restaurants and main bar would be limited. I think this was good because I didn’t not want to be around big crowds. The staff was helpful and the hotel looked very clean. We stayed Tuesday to Saturday and that timeframe was good because it started getting busier Friday afternoon.
There was breakfast at the restaurant downstairs and by the golf course you can purchase drinks, fruit, and breakfast sandwiches. There are many restaurants to walk to that are close by in Kierland Commons.
Our room was very clean and we were happy with the view of the golf course. By Friday we could get drinks at the bar downstairs from 5-9. I appreciated all of the steps the hotel was taking to make things safe during this pandemic. All of the staff and many of the guests wore masks in common areas and there was hand sanitizer in many areas.The elevators were quick and it was easy to avoid getting in with other people. The coffee shop employee was great and the hotel shop has a lot of snacks and drinks.
This was not a typical time to travel and the hotel staff made us feel safe and comfortable. My husband and son enjoyed golfing twice during our stay as well. We came from a state with a lot of restrictions and we were happy to be able to get away to the Kierland and not feel stressed.
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Date of stay: June 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from TeamMarriott, Manager at The Westin Kierland Resort & Spa
Responded Jun 22, 2020
Dear 502katharinew, Thank you for being our loyal guest at The Westin Kierland Resort & Spa. We are happy to read our proximity to the restaurants worked well for you and that your son and husband were able to take advantage of our golf course. We are especially glad you were impressed with our devoted hospitality. We have elevated our protocols due to current circumstances, keeping the safety of our guests and associates in mind. We appreciate you recognizing our team’s efforts and also for letting other travelers know. We thank you for such an invigorating review and cannot wait to welcome you and your family back soon. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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I stayed for 4 nights and did not have a single night of uninterrupted sleep. There were loud gatherings outside my window for 3 of those nights. We had loud neighbors in the adjacent room one night. The walls are like paper - no sound proofing.
We pre paid but found an additional $35 fee per day tacked on to our bill that we did not expect. This really stung after suffering through the lack of full housekeeping for 4 days per their new policy.
I forgot my toothbrush and a replacement in the hotel shop cost $12 for a simple toothbrush.
Internet was unpredictable. Sometimes fast and other times very slow.
The resort is beautiful and clean. The staff is friendly. Everything in the room was in working order.
The gym is tiny but adequate.
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Date of stay: February 2020
Cleanliness
Service
Sleep Quality
Trip type: Travelled on business
Room Tip:Far away from the loud central outdoor fireplace
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from TeamMarriott, Front Office Manager at The Westin Kierland Resort & Spa
Responded Mar 8, 2020
Dear FayeJ42, Thank you for taking the time to evaluate our hotel. We are truly sorry your stay was not the enriching experience you deserve. We never want a guest to leave with a contrary opinion, and if given the opportunity, we would have taken measures to address every concern while you were staying with us. We hope you will consider giving us another chance to provide you with the optimal hospitality and accommodations you deserve every time you choose us. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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This is a high end resort hotel that provides one-ply toilet paper in the guest rooms. I drove a large bus and stayed two nights. There is not a single bus-sized parking space on the entire property, but there is plenty of room for lush lawns and orange trees right next to the main access road. Also no provision to turn a large vehicle around when dropping off or picking up. But the worst thing I noticed is no clearly marked path to the stairways in case of fire. There are signs telling you to use the stairs, but no directions showing which way to find them. On most floors, the stairs are hidden at the end of a hallway behind a turn, not visible to the average guest walking right by it. In a fire, many people would be burnt to death before finding the stairs.
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Date of stay: February 2020
Rooms
Cleanliness
Service
Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from TeamMarriott, Manager at The Westin Kierland Resort & Spa
Responded Mar 5, 2020
Dear CaptainD4, Thank you for sharing your experience regarding your recent visit to The Westin Kierland Resort & Spa. We want to apologize for the challenges you encountered during your stay. As the security of our resort is our absolute highest priority, please be assured that we have detailed protocols in place at all times to ensure guest safety. Our team is committed to continuously advancing our services, so we value your patience as we follow up on your concerns appropriately. We look forward to having an opportunity to welcome you back to the resort in the near future. Best Regards, Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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This hotel and grounds are stunning. Most of the staff go out of their way to make make you feel welcome. I really wish I could give it a 5 star review because it has so much potential to be spectacular. Rooms are spacious and beautiful. My one nitpick is that there are no drawers for your clothes. They also reduced housekeeping to every 3 days which basically amounts to once during a week long stay. You have to go to the lobby to get extra toilet paper/toiletries/towels when you run out. The pool is super fun with the lazy river but as the previous reviewer said, you have to get on line by 8 to have any chance of getting a chair anywhere near the pool. Every morning it felt like the line got longer and longer and snaked around the building and then it was a mad dash to find seats once you got in. Breakfast buffet was super expensive and limited. Kids wanted pancakes but that was not part of the buffet, neither was cereal. Breakfast would easily cost a family of 4 $100. Most of the staff were working their tails off but clearly overwhelmed with the 90% capacity crowds. I had a spa appointment and was going to be a few minutes late as I tried to get my check at the pool for a good 30 minutes. I called the spa to let them know and was told “well the spa closes in an hour” with no consideration that if I was late it was the resort’s fault and that my massage would be limited to whatever time I arrived. Maybe it was Covid and not being prepared for the crowds. Folks who had been here before said they have never seen it this crazy. I would definitely give this place a second chance, but the stress of the capacity of the hotel during Covid was obvious this week.
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Date of stay: March 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Team Marriott, Guest Services / Front Office at The Westin Kierland Resort & Spa
Responded Apr 3, 2021
Dear Holly S, Thank you for being our guest and for the feedback. While we are pleased you enjoyed our beautiful grounds and thoughtful hospitality, we regret not meeting all of your expectations and appreciate sharing what would have advanced your stay. This will be addressed, and we will use your critique to ensure these issues are taken care of and to provide a much better guest experience moving forward. We are grateful for your patience and understanding. Thank you for choosing us, and we are excited about your next visit. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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The grounds are beautiful, but waiting in line for over an hour to get a chair by the pool is unacceptable. We walked by the pool at 8:30 am and saw a line of people around the pool area (see photos of the front and back of the line mid-week). We asked the first person in line for the time she arrived and she said 7:15 am! Note that the pool opens at 9 am! I attribute this to mismanagement. There are ways to avoid this by monitoring seat occupancy, setting up a time limit, etc. and management needs to deal with this issue.
The family pool is open 9 am to 6 pm. The lazy River is open 10 am to 5 pm. It is pretty hot past 5 pm so I am not sure why these hours are limited. Also, no one inflated the tubes throughout the day so many of the the tubes are deflated if you arrive at the lazy River towards the end of the day.
We stayed in the 1500’s casita. The parking lot is at least a 2 block walk from the room. After checking in we parked our car and had to take our luggage the whole way plus up the stairs as we were on a second level. Several service people in golf carts drove by us and no one offered help. I think that the hotel needs to offer help with luggage to people who check into the casitas since the parking lot is so far and very inconvenient.
Speaking of checking in, we received no information when we checked in. We were wondering about activities and the location of restaurants. We went back to the front desk and the person there said that she does not have many copies of the information sheet and begrudgingly she gave us one (see photo). The only activity offered is snake feeding on Friday morning. We could have used more information about location of facilities.
As platinum members we received $19 per person for breakfast. The view at breakfast is beautiful, but the food was not memorable. I got salmon with avocado spread but the bread was soggy.
For the $600 plus a night that we paid we feel like this was a really bad value. We were not willing to spend over an hour getting a chair by the pool so we skipped going to the pool in the mornings and went there at 3 pm when it was less crowded. I would not stay at this resort again and I do not recommend staying here until management deals with the pool chairs issue.
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Date of stay: March 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Team Marriott, Guest Services / Front Office at The Westin Kierland Resort & Spa
Responded Apr 3, 2021
Dear VioletPurpl, We sincerely appreciate your loyalty to our brand, and we are grateful for your feedback that help us improve moving forward. We want to apologize for not providing the optimal stay you should always expect from us and that we did not meet your expectations. Thank you for your assistance as we work to strengthen our guest experience. We hope that you will provide us with another chance to show you the hospitality for which we are known. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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Came here with my family for a second time in the last couple of years because we just love this hotel so much. We had been on a road trip for the previous week staying at Marriott Bonvoy hotels along the way and they had all been awesome with following strict Covid guidelines. The Kierland was to be our last hotel stay before heading back home and was supposed to be a fun surprise for our kids.
When we checked in, as normal we saw signs and protocols were being followed with the lobby, valet and housekeeping staff. However we saw several guests around the lobby area (inside) that couldn’t be bothered to wear masks. Also some of these people were even joining elevator rides with people outside their own parties with no regard to the rules to separate families and strangers in the elevators.
Then upon entering the outdoor family pool area you would have never guessed we were in the middle of a pandemic. There were provision signs and socially distanced chairs that were all set up (Great!). However masks were not required while swimming and lounging (understandable).
But the real problem was that several large groups (way more than the 10 person limit rule) were partying and gathering everywhere. The pool was well over capacity, there were no rules on social distancing in the lazy river and the water slides. The worst was the Flow Rider pool staff that were not only not wearing masks but they were also yelling rules up close at all the kids including ours! So many of the pool staff were not wearing or just improperly wearing their masks. When we inquired about it at the pool check in they said it was just a busy Saturday and there wasn’t much they could do about it. The whole scene was unnerving and a real disappointment.
Unfortunately for our family we felt safer to cut our trip short there and head to another hotel that was much better about following CDC guidelines and that made us feel more at ease.
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Date of stay: October 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Team Marriott, Agency / Consultant at The Westin Kierland Resort & Spa
Responded Oct 26, 2020
Dear wowestgirl, We are committed to providing a safe environment for our guests that aligns with expert protocols and CDC guidelines. We continue to actively monitor and evolve our solutions to ensure a continued focus on the health and safety of our guests and associates. We appreciate you bringing these concerns to our attention and will address your comments accordingly. Please accept our sincere apologies, and we hope to have the opportunity to welcome you again in the future. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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When you arrive at the hotel there is a prominently posted sign that indicates that guests must wear masks. In the elevators, there is another sign that limits riders to two persons or groups of people in the same party. Marriott's Covid Protocol website says that rooms are disinfected between stays with a wait period of 24 hours between guests. None of the foregoing measures are being enforced at this property. We were told that the hotel was at three-quarter capacity during our stay, but it felt packed. We were there six nights and never got a chance to enjoy the pool (I went down there twice but got frustrated/concerned and just returned to the room); there were just too many people crammed into that area during the day and not enough staff to provide any kind of order or services. In fact, the entire hotel was understaffed. Tables in the common areas were left uncleaned and reaching the concierge was an exercise in frustration. We asked that our room not be serviced during our stay, but literally called dozens of times before we were able to get through to the front desk to request toilet paper and fresh towels. I get that this property is challenged by Covid related issues, but it can do better.
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Date of stay: March 2021
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Team Marriott, Guest Services / Front Office at The Westin Kierland Resort & Spa
Responded Apr 12, 2021
Dear Berlings_Eldest, Thank you for choosing to stay with us during your recent visit to Scottsdale. We hold ourselves to extremely high standards, so we apologize that this was not your experience. We closely follow all state/local mandates regarding social distancing and mask-wearing and strongly promote this message throughout our hotel. While we make great efforts to ensure everyone complies with these guidelines, we recognize this is a community effort. We value your feedback and will address your concerns appropriately. Thank you for your assistance as we work to strengthen our guest experience. We hope that you will provide us with another chance to show you the hospitality for which we are known. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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Beautiful grounds, but grading on a scale for fancy resorts, it gets a two. How is it poorly managed? Let me give some examples.
We were in a casita, a bit of a hike from the self-parking lot. We were not offer any help with our luggage. Fortunately, we travel light, but if we had small kids and/or a lot of bags, this would have been a problem, especially as we had to get everything up a flight of stairs.
On checkin, no one gave us any information about the hotel beyond a map. We later got an info sheet, which had incorrect information, e.g., about the pool hours.
The lazy river had lots of inner tubes that weren't properly inflated. No one bothered to inflate them.
The lazy river had a rule that all guests must be in a tube. This was widely flouted, and dangerous because little kids would get stuck under a double tube pretty easily.
Adults were drinking beer in the lazy river. Not explicilty prohibited, but assumedly prohibited. No one enforced any such prohibition.
Many people decided to just take tubes and leave them by their chairs the entire day, so use them when they wished, limiting the supply for everyone else. No one told them not to.
The doors to the pool, which are supposed to be activated by one's key, mostly didn't work.
The pool slide had a sign that said minimum height 42 inches, there were many children much smaller than that using the slide. If I were the resort's insurance company, I'd shut the slide down immediately.
Perhaps most important, getting a chair by the pool is a complete free for all. People line up well over an hour before the pool opens to get a chair, people just leave their towels on the chairs all day, no one enforces any time limit even when people leave for lunch or whatnot.
A minor annoyance: Why charge for parking? This is not an urban location where there is a shortage, and just about everyone will by necessity have a car, so it's just a way to gouge the guests.
Re Covid, they definitely do not keep rooms open for 24 hours, as we couldn't get a 4pm checkout as platinums because someone was checking in that afternoon.
They can use some kids' options on the breakfast menu.
I would not return.
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Date of stay: April 2021
Rooms
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Team Marriott, Guest Services / Front Office at The Westin Kierland Resort & Spa
Responded Apr 3, 2021
Dear David B, We appreciate you choosing us and leaving your comments. Please accept our apologies for the issues you experienced. We will address your concerns appropriately to ensure the problems raised are taken care of and to make sure a better guest experience moving forward. We are grateful for your patience and consideration. Thank you again; while we know that this stay did not meet all of your expectations, we are hopeful for another opportunity to provide you with the fulfilling and rejuvenating visit you deserve. Adam Pauli Front Desk Manager The Westin Kierland Resort & Spa
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I would say if your trip is to enjoy sunny AZ swimming, then the fire pit isn’t something you want in those temperatures. The casitas are a must if you’re staying more than a night. All the sizes and style of rooms/casitas are luxurious and won’t disappoint. This is one of my favorite resorts Arizona has to offer!
United StatesArizonaCentral ArizonaScottsdaleParadise Valley
NUMBER OF ROOMS
735
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