Westin Hotels Customer Service Issues

Our stay at the Westin Hotel Peachtree Center exceeded our expectations. Erica Lumpkin provided us with exceptional care, going above and beyond to ensure we had a great experience. Unfortunately, my Mom had a fall while shopping and had to return to the room. Erica not only provided prompt service but also showed great compassion by sending up a comforting meal for both of us. She truly turned a scary situation into a pleasant one for my Mom, who doesn't usually order room service. The gesture meant a lot to us especially during a stressful time. We are truly grateful for the outstanding service provided by Erica and the rest of the Westin staff who all demonstrated a commitment to excellence. Thank you for making our stay memorable.

Invasion of privacy incident at Westin Hotel in Boston on October 10. The door was forcefully opened at 12:17AM due to alleged loud TV volume, which was already at a normal level. Startled by 2 unknown men in the room without proper identification or knocking. Despite noisy corridor, no prior warning was given. Felt afraid and disoriented, had to turn off the TV for them to leave. Manager showed little concern, citing safety protocol. Requested a phone call instead of intrusion. Upset, couldn't sleep, affecting the next day's important meeting. Displeased with lack of communication and room soundproofing. Unwarranted invasion of privacy felt poorly handled. Will detail experience in a review. Well-traveled, accustomed to 5-star service, this treatment was unacceptable.

During my recent stay at the Westin Toronto Airport on December 9th, there was a very concerning incident that occurred around 00:15 on December 10th. While in my room, the door unexpectedly swung open, hitting the inside lock. This was extremely distressing, and I immediately reported it to the front desk. The next day, I spoke with the hotel manager about the incident, expressing my frustration and seeking resolution. I have requested a detailed explanation of the event, information on steps being taken to prevent a recurrence, and compensation for the distress caused - preferably with a 2-night stay at an SPG hotel. Despite my efforts, I have not received a response from the hotel manager. I would appreciate assistance in escalating this matter to ensure it is addressed promptly. Thank you for your attention to this issue. - T. Hookenson

I contacted the Westin St. Francis Hotel in San Francisco to request an early check-in and spoke with a representative named Sly after selecting option 0 at [redacted]. I needed to file a formal complaint against Sly as he was dismissive and unhelpful. Despite booking two rooms for the weekend, Sly mentioned that due to booking through Expedia, he couldn't assist with early check-ins. After contacting Expedia to change the guest name, I informed Sly, but he claimed they were fully booked and doubted any early check-in availability without thorough checking. Sly's abruptness and lack of thoroughness in assisting left me dissatisfied with the level of service at the Westin.

During our anniversary trip to Costa Rica at the Westin Playa Conchal, my husband and I encountered issues with our reservation. Despite having our paperwork and confirmation number for a deluxe junior suite with a king bed, the resort was unable to accommodate us properly upon check-in. We were placed in a room with 2 double beds instead. The lack of apology or effort to rectify the situation was disappointing. Although we were offered a fruit basket for restitution, the timing was inconvenient, and we declined. When we attempted to discuss the matter with the manager, we were left waiting for over 20 minutes while she attended to new guests. This experience has made us reconsider using Westin/Marriott properties in the future. We plan to address this with our travel agent, who frequently books trips to the Westin Playa Conchal. While we understand that the past cannot be undone, we would appreciate some form of compensation to acknowledge the error that impacted our stay.

I attended the Once Upon A Time Convention at the Rosemont Westin Hotel but did not stay there. Despite using the discount card for parking, it did not work. I paid full price to avoid holding up the line and filled out the necessary forms for a refund, which was promised in 7-9 days. However, to date, I have not received the refund. After multiple complaints, I heard from Maria Esquivel at Westin but have not received further communication or the reimbursement. I have also reached out to various customer service channels without success. Despite filling out forms at the O’Hare Westin, providing proof, and waiting as advised, I have not received the $15 reimbursement for parking as promised during the April 21st, [redacted] event.

Upon arriving at the Princeville site close to 11 a.m., our schedule determined by our flight time, we understood there might be a wait for our room. The front desk agent checked us in, informing us that housekeeping was notified. Although check-in was at 4 p.m., we hoped for an earlier room assignment since housekeeping acknowledged our presence. Returning around 2 p.m. after lunch, a drive, and grocery shopping, we still had no room. Taking a walk in the rain and doing sudoku to pass time, we eventually spoke to the manager, Alana, at 3:30 p.m., expressing our frustration after waiting for over four hours. Disappointingly, Alana's response lacked empathy or apology. Despite being offered other rooms earlier, they were not up to the standard we are accustomed to as timeshare owners. Our experience with Alana didn't meet our expectations of hospitality, urging us to suggest a more transparent approach to room readiness, timely accommodations, and kinder service from the staff. Thank you for your attention, The Flynn’s.

To whom it may concern, My name is Sandra H. I made a reservation through Priceline for the Westin Hotel in downtown Cleveland for my upcoming appointments at the Cleveland Clinic Main Campus. Unfortunately, my health condition has worsened, and I now require a procedure during my stay. My doctors advised me to limit exposure and use a wheelchair. It will be difficult for me to travel between the hotel and the clinic. I understand your refund policy but kindly request an exception due to these unforeseen circumstances. My reservation number is [redacted]9. Thank you.

I recently stayed at the Crystal City Westin from March 8-10. Upon checking out, I noticed an issue with the parking charges. My guest stayed only one night and I stayed for two, but we were both charged for two nights. Despite contacting the hotel directly, the matter has not been resolved to my satisfaction. The staff brushed off my concerns, promising management would handle it, but no action has been taken. I feel like I have been treated unfairly and that my concerns were not taken seriously. It is disappointing that resolving a simple billing error has become such a difficult and prolonged process.

I recently stayed at a Westin Hotel from February 12-14, [redacted], for a convention at the Gaylord. While leaving, I left behind a $[redacted] cosplay costume in my room. After contacting the hotel, they confirmed it was there but couldn't send it to me. I arranged to pick it up the following week. Unfortunately, upon returning, the staff couldn't locate it. Despite speaking to the manager and providing my details, nothing has been done. I am disappointed with the lack of accountability and customer service. I am now out $[redacted] and would appreciate a resolution promptly to replace my costume for an upcoming convention.

I am reaching out on behalf of a 73-year-old disabled woman in Temple, GA who faced a situation with a booking at your Westin Resort in Savannah. The reservation was for May 5th, but due to unexpected illness, we had to cancel on the day itself. Despite being promised an email following up on the cancellation, we never received one. We have made numerous calls and have not received a resolution after a month. Given her health challenges and financial constraints, it would be greatly appreciated if you could reconsider your policy and provide a refund. The stress from this situation has been tough on her, especially considering the substantial cost of her monthly medications. Unfortunately, we no longer have the booking number as the paperwork was accidentally discarded. The reservation was made under the name Joyce Dallman from Temple, GA. Your prompt attention to this matter would be sincerely appreciated. Thank you for your understanding.

I am writing on behalf of a disabled woman, Ms. Dallman, who experienced a challenging situation with a reservation at the Westin Resort in Savannah. Despite efforts to cancel due to her illness, there was no resolution from the hotel after multiple contacts. Ms. Dallman, who lives in Temple, GA, hoped for a memorable stay at a Westin hotel, booked months in advance as a surprise for her visitor, but illness prevented the trip. The expenses incurred have significantly impacted her finances as she lives on social security. She seeks a refund as a compassionate gesture in this unique circumstance where no services were utilized. Ms. Dallman deeply values the goodwill of the world and is distressed by the lack of response from Westin Hotels. Please address this matter promptly to alleviate the stress and financial strain she is facing. Thank you for your understanding and consideration.

The hotel's name is The Westin Siray Bay Resort & Spa, Phuket. After experiencing discomfort due to three insect bites during the night, my friend Alex Cohen and I decided to leave the hotel. We feel that a reputable establishment like yours, which is expected to be a 5-star accommodation, should uphold higher standards. Despite the considerable amount we paid for our stay, we question the level of care and maintenance, as my room appeared unclean and unpleasant. Following this incident, I sought a refund through my agent but was disappointed when the hotel declined. I am now considering sharing my experience, complete with pictures, on various review platforms like TRIPADVISOR to raise awareness unless appropriate compensation is provided. It is unacceptable for any hotel, even a one-star establishment, to expose guests to such conditions. Regards, EAR HIGH (Note: The original message contained aggressive language and threats, which have been removed in this version.)

My name is Enrique Colon and I recently stayed at the Westin Hotel in Park Central, Dallas, Texas, in room [redacted] over the weekend of Oct 5-6. Around 4:40 AM, two men wearing blue collar shirts similar to the hotel staff knocked on my door. I was alarmed when one of them attempted to force their way in, prompting me to contact security. Despite reporting the incident, I did not receive any follow-up or reassurance regarding my safety. The Director of Operations, who addressed my concerns later, mentioned that security had investigated but found nothing. I expressed my disappointment at the lack of communication and security measures. The hotel's response was unsatisfactory, and the interaction with the management left me feeling uneasy in terms of guest safety. The assistant manager's dismissive attitude towards my security concerns was troubling. I question the hotel's security protocols and level of care for its guests in such situations. I seek further clarification and a resolution from Westin regarding this incident.

On the way to Oregon to visit her son in intensive care, the customer missed her flight and had to stay at the Westin near Denver International Airport. In a distressed state, she booked a room for the 5-hour wait till the next connecting flight, which cost her $[redacted]. When her husband contacted the hotel about the high charge, they claimed it was due to their convenient location. This situation shows how businesses can exploit individuals in vulnerable situations. The customer's husband is seeking to address this issue as it seems unfair.

To The Manager of Westin Hotel in Halifax, Nova Scotia, I am disappointed by my recent stay at the hotel. Upon arrival, there were issues regarding the use of my Debit Card instead of a Credit Card for payment, leading to two declined transactions that made me feel uncomfortable with other guests nearby. The requirement of showing a photo ID at check-in was also incorrectly represented to me as a legal obligation, adding to my unease. Furthermore, during check-out, the staff's confusion over accessing the room after settling the bill was another inconvenience I encountered. Sincerely, J.P.Donachie

Hello, I am experiencing a frustrating issue that I need help with. I made a reservation through hotels.com for a stay at the Westin Resort and Spa Kaanapali, Maui from February 27 to March 1, [redacted]. Upon contacting the hotel, I discovered that they had my reservation for December 27-29, [redacted] instead, which were not the dates I intended to book. My credit card was charged over $[redacted].00 for these incorrect dates, and I believed the charge was for my upcoming trip in February. I reached out to hotels.com, but they informed me that the hotel is not cooperating to resolve the issue. I am seeking either accommodation for my original dates or a refund due to what I believe is a fraudulent charge. The confirmation I received from hotels.com displays the correct dates, indicating the mistake might have been on the hotel's end. Any assistance you can provide is greatly appreciated. Thank you, Melissa S.

During my stay at the Element in Ewing, New Jersey, I requested fresh linens and towels from the front desk. The manager/director of sales asked me to bring my sheets and towels to the front desk, where she would exchange them for a fresh set. She mentioned that I was not paying for my stay, which I felt was none of her concern. I am unsure if Element Westin Ewing, NJ has a specific policy for complimentary stays that requires guests to handle their own linens. I could not find any information on this. I am concerned about the professionalism of the manager's response and wonder if it reflects racist or indifferent behavior. I hope this issue can be addressed, as I found her actions towards me, Vivian A., in room [redacted], to be unacceptable.

Upon arriving at the villas at 12, we were informed that check-in was at 4, but the unit was being cleaned and would be ready soon. Despite returning at 4, the room was still not prepared. We patiently waited until 7:11 to receive the access code. Unfortunately, upon entering, we noticed the pullout bed we requested was not set up, the mattress was thin with uncomfortable springs, and we couldn't locate the sheets and blankets. When I contacted guest services for assistance, I was told that villa management had already left at 5. Feeling dismayed, I couldn't understand how to request amenities after being let in at 7 when the office closed at 5. The Westin Hilton Head Island/Ocean Palms where we are staying failed to offer immediate assistance, leaving us frustrated with the poor service.

During our recent stay at the Morristown NJ hotel, we encountered several issues. The hotel was not properly cleaned due to insufficient staff. Our room lacked hand soap and pillows, which were never brought to us after requesting them. The hallways had glasses and food left out for over a day, which was disappointing. The air conditioning in our room did not work, and the shower had poor drainage. Despite these problems, we usually enjoy staying at Westin hotels and have had positive experiences at other locations.