The Westin La Paloma Resort Review - Extraordinary Views, an Ordinary Stay

We spend two to three weeks per month on the road, staying in hotels across the country. Along the way, we keep a running list of properties with standout staff, memorable experiences, and little frustrations. After the great response to our restaurant reviews, it felt like the right time for our first hotel review.

We traveled to Tucson, Arizona for a family member’s graduation from the University of Arizona. Heading there for the first time, my expectations were low based on people’s characterizations and the rumblings of the recent Nancy Gutherie case. We chose the Westin La Paloma Resort because it’s located within the scenic Catalina Foothills and they market themselves as a luxury wellness resort with a AAA Four-Diamond designation. Just what I need.

As a Marriott Bonvoy member, I’ve become jaded with their program, pricing, and offerings. I enjoy some JW Marriott and Ritz-Carlton locations, but their pricing doesn’t justify the offerings in comparison to other hotel brands high end properties or luxury independents. Fortunately, we booked early enough to secure a solid rate at one of the nicer properties in the Tucson area.

The resort makes a strong first impression as you arrive. Valets greeted us with energetic smiles and the entrance is grand, open, and inviting. Walking into the lobby, you’re welcomed by warm tones and a partial view through the rear windows toward Mount Kimball. The ceilings soar overhead, to the point where that invitation seems lost as you scan the overwhelming space trying to locate the front desk.

John at reception was excellent, helping us secure a room at 10 a.m., explaining the layout of the large resort, and providing complimentary breakfast for two, which I’ll circle back to later.

Our room was dark and cool, a welcome contrast to the Arizona heat. A big bathroom, with a separate spa tub and a standup shower and a double vanity. The bed was extremely comfortable, paired with oversized, fluffy pillows. The room felt spacious and included a patio overlooking another section of the property.

The resort itself is very Arizona, similar to the larger resorts you find throughout Scottsdale. Adobe-style architecture stretches across the property, with multiple pools, a waterslide, expansive meeting spaces, a golf course that appeared to be in excellent condition, and two dining options, one in the main lobby building (La Luz) and another outside of the main building (Contigo Latin Kitchen). The on site coffee shop was perfect for early mornings, and the hotel also features a TopGolf Swing Suite for guests looking for additional entertainment. We didn’t have time to enjoy the extracurriculars and apparently neither did other guests, as the entertaining areas were empty.

La Luz sits down two flights of stairs and offers stunning views of the Pima Canyon mountains overlooking the resort. Breakfast and lunch were enjoyable for the 2 times we dined, offering an adequate breakfast buffet in addition to the menu. Before heading to graduation, we grabbed drinks at the Casa 71 Tequila Lounge in the lobby, where Austin was a fantastic bartender and host.

The pools provided a needed break from the desert heat, with servers constantly moving through the area so guests rarely had to leave their chairs. Our server Tatianna was easy going, conversational, and attentive. There was also just enough for kids to enjoy themselves, with the waterslide offering an alternative to endless cannonballs in the main pool.

Overall, the resort delivered what I’d describe as a typical Arizona luxury resort experience. The rooms and service were solid, while the main building housing the lobby and restaurant felt enormous to the point of excess, with the considerable amount of unused space. My smaller complaints include not fully understanding what the $45 resort fee covered and the absence of a concierge.

The larger issue involved the “complimentary” breakfast mentioned earlier. When I received the check for our family’s breakfast table of six, I noticed a 27% service charge attached to the bill. I asked Magda, who had been our wonderful server the previous day, and she explained the service charge is automatically added when guests redeem the complimentary breakfast certificates. This was never explained by the front desk staff, nor was any fine print presented during check-in. I understand the hotel wants to offset part of the breakfast cost, but the principle being labeled complimentary when it isn’t, is disingenuous. More importantly, I would have preferred that money go to the server rather than as an added hotel fee disguised within the experience.

The Westin La Paloma Resort markets itself as a grand experience, while they can claim that from the scenic mountain views along with a vast resort, it ultimately delivered a three-star average experience wrapped in a five-star marketing exaggeration.