Westin Hotels Customer Service Issues

Our recent stay at the Westin Kansas City Crown Center fell short of our expectations. Despite being loyal patrons of Marriott, this particular experience did not meet the usual exceptional service we have come to expect. Upon check-in, we were not informed that there would be no room service during our two-night stay due to the pandemic. When we called the front desk for items, they took a list but failed to deliver them promptly. We were left without essentials like towels, toilet tissue, and shampoo, which was very disappointing. To add to our dismay, the room's heater was excessively loud, disrupting our rest like an airplane propeller. Furthermore, the limited hours of the restaurant and bar made it challenging to enjoy our stay as part of a large group. This experience did not meet our expectations for a Westin property, and we hope for better in the future.

Dear Sir or Madam, I am writing to address unauthorized charges and inadequate customer service encountered at your hotel. Upon check-in on March 14th, I agreed to a $50 incidental charge on my credit card, but was later billed $[redacted].25 for a luau booking that was meant to be $[redacted].00. To my surprise, an extra $[redacted].00 was charged without my consent. When I questioned this, a manager explained the daily incidental fee of $50 and claimed it was standard practice, despite not informing me during check-in. Subsequently, I was notified of a $[redacted].00 charge attempt by the hotel that I did not authorize. I clarified these charges with my credit card company, emphasizing the $[redacted].00 and $50.00 amounts I approved. When I spoke with the manager again, she confirmed attempting to charge $[redacted].00 without my knowledge, stating it was usual procedure. This departure from my previous positive experiences with Westin hotels necessitates a resolution through the removal of all unauthorized charges. Sincerely, Jo Ruff

I needed a room at the Westin in Pasadena, CA [redacted] for six nights from May 17-23, [redacted]. When attempting to book directly with the hotel, I was led to a page labeled Westin/Marriott that directed me to an [redacted] number, which turned out to be Priceline. The room caused my dog Alice's muzzle to become inflamed, although it's not confirmed. Sadly, the Westin manager, Sam, refused a refunded cancellation, citing the booking was through Priceline. Despite the confusion with the booking process, the hotel did not offer a resolution. I have a vet's letter attributing Alice's condition to an insect bite. Despite my long-standing loyalty to the Westin Pasadena, this incident has led me to reconsider my allegiance. I provided documentation to the hotel, yet no satisfactory resolution was reached, showing a lack of acknowledgment and curiosity from the management. I am considering addressing this issue in small claims court.

Today, my family and I participated in your program, but it turned out to be a nightmare. Initially, we encountered a lack of seating with no chairs or tables available, a disappointing situation for a 5-star hotel like yours. Despite speaking with three representatives and waiting 45 minutes, Mr. Arup Manna made us wait for an additional 15 minutes before arranging a table for us. Unfortunately, as soon as we were seated, others without tables crowded around us, creating a crowded and uncomfortable dining experience where our food grew cold. Our overall experience was extremely disappointing and unsettling. I am requesting a full refund due to the poor treatment we received at Westin. I will personally address this matter and will escalate it to the Consumer Forum if a refund is not issued promptly. Our family's evening was ruined by these circumstances. - Dr. Anindita Ray

I will be staying at a Westin hotel near the Alamo Dome in San Antonio, Texas on the weekend of October 14, coinciding with the Ring of Fire Solar Eclipse. My train is scheduled to arrive late on Friday, October 13. I will be traveling via Amtrak, which is conveniently close to the Westin. I need to obtain the address of this Westin near the Alamo Dome to settle my hotel bill in advance. Additionally, I am inquiring whether the Westin provides shuttle services to and from Amtrak San Antonio. I will depart from San Antonio on October 15 and require transportation to the station before 7:00 AM on the same day.

On Sunday, we vacated our room at 10:00 a.m. and returned at 6:00 p.m., only to find it uncleaned despite the Do Not Disturb sign allegedly being in place. The sign had been hanging at the back of the door when we left. This morning, Monday, we ensured the sign was not put up again, but upon returning at 4:30 p.m., the room remained untouched. After notifying staff, they initially promised to send someone up promptly but failed to do so. When questioned further, the supervisor stated the cleaning lady claimed to have attempted entry three times, another untruth. As a long-time patron of Westin Hotels and organizer of events at your Canadian branches, this level of service is unprecedented. Our leisure time has been disrupted due to the inept management of our room cleaning, leading to two missed opportunities to rest. Though there might not be a resolution before our departure tomorrow, I feel compelled to share our disappointing encounter with our wide network and suggest reconsidering the hotel's status as a recommended venue. Despite the friendly valet and front desk staff, the consistent failure in room maintenance and dishonesty among your employees point to a serious leadership issue at this establishment. For a detailed discussion, feel free to contact me.