Westin (Starwood Hotels)

We stayed at The Westin in Los Angeles Airport for our last night after a wonderful trip and it was a very bad experience. Our room was dirty. The telephone did not work. We were on 12th floor. When we were in bed, the fire alarm rang. The manager, through the speakers, said to keep calm, that they were investigating the reason of the alarm and that they would let us know. After more than half an hour that nobody said anything, again we decided to get dressed and go down since the phone was not working and there was no other information. When we got to the elevators, we met a security that said it was a false alarm. They should have said that through the speakers! We had chosen a higher rate because it included breakfast. When we sat at the restaurant, they told us that breakfast was never included. I went to the front desk and they said, "Oh! They did not give you your coupons when you checked in?" And she handed me coupons for the Starbucks kiosk in the lobby! How can you say that breakfast is included when you have to take a coffee standing up in the lobby? We paid for our breakfast and did not use the coupons and will never go back to a Westin.

Reservation mistake by Westin Hyderabad- We paid 50% advance by demand draft for two guests who were checking in on Sunday, 26th Feb. We have an acknowledgement for the advance payment. Yet, the front desk asked our guest reg payment and insisted that their booking instructions are "Bill to guest". After speaking to Ram, duty manager, they said they would check and get back. Now they have accepted the mistake but have embarrassed us in front of our guest. Sad thing is that Ram never called and apologized. Very poor service indeed. Your people seem to have problem to accept their mistake and apologize.

Let me start off by stating that I have been a loyal customer of Starwoods for over 10 years. My complaint with them is as follows: Starwoods or SPG.com offers this program called "Best Rate Guarantee", which states "If you find a lower rate prior to, or within 24 hours of, booking your hotel room, simply submit a Best Rate Guarantee Claim to us and we will honor that lower rate. I submitted a lower fare I found on AA.com. and this was their response below. I found this price on AA.com, which anyone can log on to, and book.

It was huge rip-off! Buyers, beware of the alluring vacation getaway being offered by the Starwood Hotel Chains, Westin Kierland Villas in Scottsdale, AZ. Unfortunately for me, I had the misfortune to stay at a Starwood hotel in Boston last fall. The front desk personnel offered to sign me up for an SPG (Starwood Preferred Guest) program. That's how they got my personal information and email account.

Later, I received the bogus offer of the exclusive 5-day stay at the Westin Kierland. As a Starwood Preferred Guest, you are invited to book a specially priced vacation package. I thought great this is the perfect opportunity for me and my wife to celebrate our up-coming 25th wedding anniversary. Wow, I was wrong!

Book your prepaid Westin Vacation today, your upcoming Westin vacation just got better. You are invited to save $100 when you book your vacation dates today and travel before December 15, 2011.

That was the email I received on September 20 from Starwood Preferred Guest. Turns out, it was another bogus offer. You know the scam, when I called to reserve my December celebration vacation I was told the offer was sent out by mistake by their marketing department and would not be honored. To make matters worse, I was told there was no availability at the Westin Kierland for the rest of the year. Even though a check on Expedia.com indicated the property has availability and was accepting reservation for December. Leave it to the rip-off artist in ruining our plans for what should have been a fun and exciting opportunity to celebrate or love and marriage milestone.

Don't bother to solicit Starwood Hotels' Customer Service. Here's their reply we (Starwood Preferred Guest) are unable to assist you with Starwood Vacation Ownership related inquiries. This is so bogus! They use your personal information to bait you into their scam and then minimize their relationship with the vacation property.

Bottom line is they have ripped me for my vacation deposit, ruined our anniversary plans, and offered bogus mistake offers, and could not have been more indifferent to my emails seeking assistance in making things right. I truly regret that Starwood Hotel receptionist in Boston offered to sign me up as a Starwood Preferred Guest, I might as well signed up to the Starwood Chump-Club VIP (Very Indifferent Program).

I made reservations for 1 night at The Westin on High Street in Downtown Columbus. I checked out the next morning at 7:30 am. I went on line and checked our bank account. I saw that they had debited my account for two separate amounts on the same day, 8-30-11, for $109.75 and $155.29. I called to ask why the charge was so high compared to the quote I was given when I made the reservations. They said I checked out at 6:30 that night. That is not correct. I went to the front desk and actually checked out that morning. This is not the first occasion this has happened to me. I was on a business trip in Vegas last January. They charged my company twice. The company took care of this issue. I hope that this charge will be corrected immediately and credited to my account. The person I spoke to this morning said it was an error, and they billed the wrong room. If I had not checked my account on line, this fraud issue would have gone unknown.

We called around for a hotel that would accommodate our guests for our wedding. We specifically asked for breakfast the next day for our guests (a voucher that would be given when they checked-in) and a bar area that we could go to, after our wedding, to say hello to our out-of-town guests. Although the Westin was more expensive, they assured us that they would take care of the vouchers; and the bar closed at two. When we arrived on a bus, we entered the bar area and a security guard blocked the way, and said we were not allowed in. He said it was closed at two and they called a last call at 1:30 am. When we arrived, it wasn't 1:30 yet; and I told him we would have just one drink and leave at 2:00.

A manager then came down and started yelling at me in front of my guests, looking at their bags, yelled at us for a cooler that we had taken off the bus. We went to our room and ten minutes later, the manager and security guard told me that since I didn't pay for my room, he could kick us out. We paid a lot for our room -- it wasn't free. He pointed his finger at my chest, threatening me. I am a 36-year old professional. I was still in my wedding dress, and mortified that I was being yelled at again in front of my guests. The security guard then stayed outside my room making comments to my guests and following them. I asked for his name and he laughed at me.

It was my wedding night; and I was creeped out. The next day, they turned most of the guests away because they said there was a problem with the vouchers. My aunt and uncle called my parents; and they were so upset that they wouldn't call the management to allow the guests to come in and eat. When we came down, we had to pay for it on our card; and then we were charged after -- for all the vouchers. When I complained to the general manager, he said his staff did nothing wrong. We were not a loud, drunk group; we were not partying in my room -- it was all couples.

On May 25, 2011, while on vacation with my wife, an iPad 2 was stolen from our room while at dinner. While the hotel contends that no one entered our room, the bed was turned down and the iPad was missing. The hotel staff, Starwood and their insurance agency, Chubb Insurance, have been ridiculous to deal with. The General Manager has been unresponsive, instead leaving his lackey, Raoul to deal with me. The insurance company first approved my claim and then later rejected it and has yet to send me a letter telling me why. All I want is reimbursement for my missing iPad. This had personal information on it and the whole event ruined our vacation.

We reserved a special room for our 10-year anniversary, which was basically a daytime room versus an overnight stay. We reserved 3 weeks ahead to be able to check in at 9 a.m. We were not able to check in until 12:30 p.m. The worst thing is that no one offered a decent apology, rate reduction or anything, even after I talked with the manager. The manager was unsympathetic and extremely unprofessional. So, we basically had 5 hours in the room for a full rate. What's more, the restaurant was awful and we were the only people eating lunch there. Service was terrible. This is definitely our last visit there. What a disappointment.

Two days after checking out, we found that we were overcharged for each room we reserved (3 rooms) totaling more than $335.00. Reservations/accounting insists we no showed on those rooms. They sent me a copy of their rooming list and I cannot find three unoccupied rooms under our name. I believe a mistake was made through reservations or the front desk and I am paying the price. For such a big fancy hotel, they should not need to rip customers off to make a profit. I am not complaining about paying for something I received but I am complaining about phantom duplicate room reservations!

I am completely disgusted with your online advertising. The pop up that fills my screen when I am trying to find something else makes me want to never enter your doors!

Starwood Hotels do not offer FOX News Channel in any of their hotels. They do, however, offer CNN and MSNBC. As much as I paid to stay in their mediocre hotel, I don't appreciate having my news choices limited to liberal media only. They will have to update their cable programming to include FNC if they ever hope to win my business in the future. How insulting!

Since then I haven't got any answer.

2. They insulted customer with sexual harrassment.

I was contracted to do Chair Massage for Employee Appreciation Day. I was to work 4 hours on September 17 and receive $100.00 and a Gift Certificate for a 1 night stay. They cancelled the afternoon before and refuse to pay my last minute cancellation fee. Unable to schedule clients at that late date so no income at all that day.

I've paid and stayed at the "WESTIN HOTEL" at Detroit Airport for at least once a month. Every time that I complained both verbally and by a written comment on the dirty hotel bed sheets, and the condition of the room they didn't apologized to me. Although they have my address and e-mail information, never have they contacted me. For the overprice of the room, I should've had at least a clean room with clean sheets. The Price comes to at least $450.00- for teh times that I had to get a room overnight for various times a month.

The hotel refused to honor the internet rate that I booked and refused to honor the AAA card that they showed as a discount on the internet for my oceanfront room. When I had to move to another room, pool view, because the oceanfront room did not have a balcony or patio as promised, they refused to honor the pool view rate as shown on the internet or give me an AAA discount. I negotiated through Westin and got everything except the AAA discount for the pool view room which amounted to $158 for 5 days. The original overcharge was $549. They refused to settle. Three times I attempted to talk to the general manager, a Mr. David ** and was turned away. They also pushed my hand away when I attempted to show them the AAA card.

In September of 2008, I paid for a 10 day stay at the Westin Pasadena that ended on 9/30/08. My daughter accidently left her wallet in the room with her ID and $881 in cash. The wallet and it's contents were returned, but the circumstances surrounding the event have yet to be disclosed to me regardless of my repeated attempts to secure this information. The reason I chose the Westin was for security reasons while my husband and I attended to some legal difficulties. I was under the impression that my family would be safe there and our privacy respected. I was wrong.

Upon returning the hotel on 10/01/08 to inquire about the missing wallet my daughter and I were told that it had not been turned in. We inquired over the next couple of days by phone and in person. Each time we had been turned away empty handed. After two weeks ~ 10/16/08, my daughter received a phone call stating that her wallet had been found. We arrived to pick it up and again were left waiting for an extended period of time and left without the wallet.

When we finally did receive the wallet a day or so latter we were told that the hotel had tried to call on more than one occasion and was told by someone that we did not reside at that phone number. This is curious since the number they had on file was my cell number and my daughter's cell number. To date, I have not received a detailed report of what occured during this time period when the wallet was missing, who found it (so they could be rewarded), what person they spoke with that was supposed to be on my phone and why it took over 2 weeks to retrieve a wallet that was found the day after we checked out. This whole experience has been very disturbing and I would like a detailed report of the incident. To date, the Westin has been giving me the run around and the Mgr of houskeeping (although a pleasant woman) has been unavailable for one reason after another. Yesterday I spoke with the general manager and he too proved to be of no help. Please let me know if you can assist me in this matter.

My family and I feel very violated by this experience and we would like some answers. And the respect that should have been in place from the beginning.

I tried to reserve a room at Westin's Puerto Vallarta resort using their web site. starting 11/15/08. I received a message that the system is temporarily unavailable.For assistance, please call 866. When after repeated calls to that number, I was finally told that the advertised rates were unavailable and offered a rate $150/night higher.

I wasted several hours re-trying the web site and waiting on hold on the phone before being told that the only available rates were considerably higher.

On 30 June 2008 I checked into the Westin Hotel for National Education Association Annual Convention I Checked out on 1 July 2008. This one night stay was to be split between another guest and me. They asked for a credit card and I asked why? I will pay at check out. He said, "we will not bill your card for your stay but we need it for incidentals." "At check out I can use what ever payment I choose."

Upon check out the next day, the front desk would not accept my payment. They said. " it was already paid via a corporate account." I insisted that was not correct and I wanted to pay my share for the room. Again he said. " I am sorry but the room charge is already taken care of." I informed the other guest what the Hotel said and told him I would just pay him my half. He said we will just settle up when he and his other roommate checks out on 7 July.

On 7 July when he and his roomate tried to check out the hotel would not accept there payment either. They were also infomed the bill was already paid. About 2 days later I had a charge of about $1400 dollars charged to my Visa Debit card from the Westin Hotel. I immediatly called and the charges were taken off and a few hours later my Visa Card was credited back the money. This was on or about the 8 or 9 July 2008. on 22 or 23 of July I notice the charge was back on my Visa Card. I called the Westin and talked to Erica in Accounting and was informed the other 2 guest did not pay their bill and since the hotel had my credit card on file I was billed their charges.

I informed her I only stayed one night and they stayed 1 July until 7 July and it was not fair for me to be responsible for someone elses bill. I had checked out the hotel and now being charged for nights when I did not stay there. Now, over $1400 have been taken from my account and according to Erica and her Supervisor there is nothing they can do until the other two guest pay their bill. This is very upsetting and disturbing for a Large Prestigious Hotel as the Westin to act in such a childish and unprofessional manner. The facts are, they lied when they said my card will only be held for incidentals and would not be charge for the room! Erica lied by stating she would not send the charges thru again after I informed her my bank credited my account, but she did send them through again.

They lied by stating there was nothing They can do until the other guest pay their share of the room! However on the 8 or 9 July one of the hotel receptionist did reverse the charges. It was done once they can do it again, however, they choose not to. Now they are telling me I must become a collection agent/bounty hunter for the Westin to compell the other guest to pay their bill so I can have my funds released back to me! This is totally absurb. It just doesn't pass the common sense test! Now I must go without money for my family for the next several weeks until I start back teaching.

The Westin should not be allowed to extort money from their guest and charge them for nights they did not stay. I was told the only way I can be refunded my money is when the other guests decides to pay. One of the guest is on vacation in Louisianna and is suppose to return next week back to Florida. Not sure of the other quest status other then saying he will pay is share....not sure when. The bottom line is this is blackmail and extortion. As a school teacher with limited funds I do not have the funds to fight this in court my pockets are not as deep as the Westin's. Please help me.

On 4/22/08, I reserved a two night stay with the Westin Casuarina Hotel, Casino & Spa with Tammy, a representative from the hotel. We were given a lowered price from 159.99 to 149.99 by Tammy and given a package offered by the hotel called the LAS VEGAS SHOW PACKAGE. I was very happy and I even went online to compliment Tammy on a job well done! I called 5/8/08 to confirm my reservation but was informed my package was not given indicated in my stay. I was told to talk to REVENUE DEPT. upon arrival.

Then, I went online to complain about he situation and received an e-mail from Susan, a customer service rep. online, who informed me to contact a manager at the hotel on 5/9/08 which I did.

On 5/9/08, I checked-in and asked to speak to a manager. I told him my situation, printed out the e-mail which I received from Susan and he said he'd get back to me. He didn't get back to me until the next day. The next day I was told by the REVENUE DEPT. that they could only accomodate $20.00 for the package which included: Two Show Tickets to Bodies Exhibit at Tropicana or Folies Bergere
Daily $25 Breakfast Credit , Per Person

for In-Room Dining or at Suede, Daily Newspaper Delivery, 4 p.m. Late Checkout (Based Upon Availability). Is this fair enough? I don't think so. I will never stay at this hotel and either will my family who stayed at the hotel as well.

hi my name is daman and i have a problem i stayed at the westin hotel of seattle over the last weekend and i valet parked my vehicle and i had a valuable item stolen out of my vehicle i told the westin about it i talked to there manager and they said they would let me know by wednesday. i made this report on sunday of march 30 and i talked to them today and they said they found out nothing about it and then they said we are not liable of any lose items they never told me that when i parked my car nor did it say in the parking when they valet parked my vehicle and they didnt tell me when i filed the complaint on sunday.

so they said they are not liable for any lose items that means the workers can steal anything they want out of your vehicle and im suspecting im not the first one that this has happend too. i even have the parking dash tickets that were on my dash and the number on my keychain, and i have 3 witnesses that were with me that was my family and 2 friends that were with me on that day and they saw me put my ipod in my glove box. so then the manager said i can file a police report but i know that wont do any good and the manager didnt speak he just was quiet if means you should take all your lose items out of your vehicle does that mean we have to take out our registration and insurance out they could of stolen that as well that company has a big name.

i wouldnt have pressed charges if i had gotten my item back but i havent got it and i would like to press charges as soon as possible ( the item was a 80 gb video ipod)

I was 50 on 17th Sept this year. My husband had planned and paid for a 5*+ trip to Canada. We flew Club Class from the UK to Vancouver, then travelled on the Rocky Mountaineer (Gold Leaf) to Calgery,(arriving at The Westin on my ACTUAL birthday, before flying to Toronto. Our Agent had assured my husband that they had booked the 3 best hotels in the cities that we stayed in. The Fairmont Waterfront Hotel in Vancouver, The Westin in Calgery and the Fairmont York Royal in Toronto.

The first two stages of our trip exceded huge expectation. When we arrived at The Westin 2 hours later than expected, we went to check in and on using the computer, the front desk manager said that 'this application must be open somewhere else'and disapeared We were immediately suspicious! When he returned he declared that there had been water damage to our room, but he could offer no us alternative as their was a conference that evening in Calgery. At his request we followed him down some dingy, off the beaten track, corridors to what was obviously the conference room area of the hotel. He tried many locked doors and eventually was successful. We were presented with a huge function room with 2 metal 'put you up' beds.

We could not believe it. We asked for an alternative and he informed us that because of the conferance that night and there were no rooms. My husband asked him to find us another hotel, then asked that as it was the day/eve of the whole purpose of our 7k trip that we would appreciate a bottle of champange and a decent room for the night. The Manager found us a room at The Great Western Hotel next to the airport about 25 minutes away. The 'Champagne' turned out to be sparkling wine, and was actually confiscated at customs!

He had clearly 'resold' the room as we were late, as demand was high due to the conference. We are amazed that a hotel of this supposed calibre is prepared to 'cash in' and sell a room twice at a risk of customer satisfaction.

I am not a customer, however, the situation I experieced today will probably turn me off from ever lodging a Westin Hotel and I will be making sure that neither of my friends ever do.

The incident occured while I was on break and I had just taken off my shoes and was relaxing on one of the couches (I took the one away from the customers view), I actually did not know if it is company policy or not (to relax on the couch and read), however, a guy came and asked me if I was a customer and I stated that I was working with Hertz and he left in a huff as if I had committed a crime or upset him wrongly.

So I figured maybe I had done something wrong (such as reading the newspaper) and I followed him (he turned out to be the GM) and asked if I had done something wrong and he stated "Yea you did something wrong." Without actually taking the time to explain exactly what I did wrong, until I overheard him on the phone with my manager stating that I had taken off my shoes and was relaxing on the couch and that it was something he didn't allow his own employees to do and stated that he did not want to see me at that location again.

By this time, I was pretty furious, because this GM did not act in the way I would expect a manager to act, in that he did not find out if I knew that it was not okay to do what I did but rather acted immature and treated me as if I was some sort of criminal or I have done something so heinious that it required informing my manager as opposed to telling me directly that it was not appropriate to do that (I mean that is what the couches are there for).

I would admit that maybe taking off my shoes was not a good idea, but he did not handle the situation appropraitely, I supposed he felt it was beneath him to actually speak to someone who was not in a managerial position.

While my boyfriend and I were staying one night at the hotel, we were walked in on our room three times! I understand that hotel Housekeeping or staff will sometimes accidentally walk in a room. However, three times in a 15 hour time period!

The first time we were indecent, the second time we were in the shower, and the third time they were cleaning our room getting ready for the next guest while our stuff was still in the room, and we had over 2 hours until check out! To me, I think they are running a peep show and displaying illegal practices. It has to be illegal in some way to walk in a room while there is a Do not disturb sign on the door and for privacy issues! We were trying to have a relaxing night and for the money we spent, we should have.

However, they have failed to respond in a decent manner and I believe that this is their normal practice. Instead of running a 4-star hotel, I believe they are running some kind of indecent staff hotel!

Two rooms confirmed with credit card for night of 12-3-05. First leg of two-leg flight delayed, making connection for second flight impossible. Changed flight plans, arriving 8 hours later than originally planned. Telephoned hotel and informed of change. Said would arrive very late. When arrived at 12:30 a.m. rooms were no longer available - they had given them away. Paid for new hotel 40 miles away and cab fare, but cab fare to destination following day was $50 more than cab fare to Westin. Refused to pay that cab fare. Principal complaint: gave away confirmed rooms.

I booked three rooms at the Westin in Freeport on Grand Bahama Island last week for December 23-28, 2005 (7 1/2 months in advance). I inadvertently booked smoking rooms instead of nonsmoking rooms. I have spoken with two people at the reservations desk at the Westin and one person at the corporate office - all indicate that the rooms cannot be changed to nonsmoking because I booked them online.

When I asked to cancel them then, with the thought of rebooking, I was told that the cancellation penalty is one night's room times the three rooms. The price of the rooms ranges from $239/night to $279/night, so the cancellation fee (especially this far in advance) is exhorbitant. The person at the reservation desk told me that Internet bookings are locked in - no changes to anything about the reservation. I also found a much better rate on Orbitz.com for two of the rooms about 20 minutes after I booked the rooms on the Westin site. I called immediately and they told me I just had to complete a form to get their Best Rate guarantee. I have emailed and been refused the better rate about 5 times.

Each time they totally ignore the rate I indicate I found (and have in writing) and say I will just have to pay the original rates, stay in the smoking rooms, and they are sorry that I am so frustrated. At this point, I would like to cancel all of the reservations (without a penalty) and start over. Any help you can give would be greatly appreciated. Thank you.

May 5 I made reservqations for June 20 and June 21. When we arrived we were told they had no rooms even though we watched three different people check out while we were waiting. They put us in a Fairfield fifteen minutes away. We had chose this hotel because we were Starwood Preferred Guests. We wanted the convience of being able to walk where we were going, the comfort of the rooms, room service, a resturant in the hotel, and a restful and peaceful weekend.

We ended up having to drive, find parking and still walking, an uncomfortable bed and room, no room service or resturant, and noise all night long. We ended up cutting our weekend short and not enjoying it at all. When I called to complain the next week I was told they added the points to our account that we would had earned if we had stayed and that they had sent us a letter of apology,which we never received. I feel like if they would treat their "Preferred Guests" this way, how would they treat other guests, or do they treat them better to get their business? I feel like they still owe us a relaxing weekend since that one endded up such a bad experience

On April 8-11, 2003, I stayed at the Westin Hotel on business for the federal goverment. Upon checking out,I overlooked some clothing hanging in a closet. As soon as I realized I had left the clothes the next morning I called to explain my oversight. I was told that there were no clothes hanging in the closet and no clothers had been turned in by the maid service. I kept checking with Geroge in Security for several days, but the clothes never showed up.

Several weeks later I wrote a letter to Douglas, the Manager, indicating my displeasure at my disappearing clothes. To date, not only have my clothes not been returned, but I have never received any acknowledgement of the letter or any expression of regret.

My husband is staying at this hotel through 2-15-02. He checked in on 2-1-02. He is staying there while working for Freeman Decorating Co. Ever since he arrived, he has been harrassed by Security Personnel. He has been followed when leaving or upon entering the hotel. He was followed to the elevator and questioned in front of other guests as to why he was in the hotel. He was asked for his ID and then prevented from going upstairs to his room after it had been established that he is a guest there. He is denied help getting a cab until several other guests who come after him have been accommodated.

The General Manager of the hotel, Jurgen S, was present when two security guards and the desk clerk were insulting him, and he did nothing. The same thing happened last year when he was staying there. I have written letters to their coporate office, but all they do is refer the matter back to the General Manager.