My husband and I along with our travel agent meticulously planned our anniversary trip...

GetHuman-ruthjani's customer service issue with Westin Hotels from January 2019

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The issue in GetHuman-ruthjani's own words
My husband and I along with our travel agent meticulously planned our anniversary trip to Costa Rica. We were returning to the Westin Playa Conchal where we were married January of ****. We were checking in on January * and departing on January **. Upon arrival they did not have our reservation and were scrambling to find us a room. We had our paperwork showing our room level as well as the confirmation number. We had booked a deluxe junior suite with a king bed. Per the resort they were full and put us in a room with * double beds. Despite our paperwork that showed what we had paid for their were no apologies or any attempt to make their mistake right by us. We did receive a call from customer service on our last night there about *pm central time asking how are stay was. It was only at this time they offered a restitution of sending us a fruit basket. Since we had to depart the hotel at *am on departure day we denied it. We decided to go to the main lobby to talk to customer service and*or the manager on duty. We spoke with a young gentleman at front desk and he went to speak to the manager. At that time she told him to ask us to take a seat and she would be right with us. We waited for over ** minutes and during this time new guests arrived and the manager continued to check people in despite us waiting. My husband and I travel a lot for work and certainly have hotel choices and based on the lack of service recovery we will think twice about using a Westin*Marriott in the future. Furthermore, we will be speaking with our travel agent who books most Costa Rica tourist at the Westin playa Conchal. It is unfortunate that we have to escalate this issue to this level. Although you cannot go back and fix this for us, we would appreciate some restitution to help make up for this grand mistake.
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Westin Hotels

Customer service issue
Reported by GetHuman-ruthjani
Jan 13th, 2019 - 9 mons ago
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Seen by 6 customers so far
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GetHuman-ruthjani started working on this issue
Jan 13th 12:46pm