Consumer Complaints and Reviews
My family stayed at the Westin Desert Willow Villas from August 24-28 and responded to an emailed special offer. After we had booked our stay, we were encouraged by the concierge, Patrick ** to upgrade to a 2-bedroom villa because we wanted to get away from some of the construction on the grounds. There was never any mention of any additional fees associated with this upgrade. After reviewing our credit card statement, it turns out that we were in fact charged for the additional villa in the neighborhood of $900. We are a family of three and never would have agreed to any upgrade for any extra cost because we did not need the extra space. After contacting the resort to explain that someone had pulled the proverbial bait and switch on us, we were told by management that they would not waive the fee and went so far as to respond something to the effect of we should have known better.
I stayed at The Westin Hotel in Saint Martin (or St. Maarten), owned by Starwood Hotels, and managed by the Dawn Beach Club until I found ants all over the kitchen, then cockroaches. The place was so dirty and disgusting. So I elected not to buy only to find that the Dawn Beach Club fraudulently charged my credit card. This hotel and the staff that work there are a complete scam.
Stay away! Worst customer service ever! In a nutshell, The hotel was under "renovations" no said we would be listening to jackhammers and heavy equipment while on the beach! Sunday night we received a notice that the water would be turned off for 24 hours. That night the air conditioner went out. We did not get hot water for over 48 hours. They moved us to room 189 NO HOT WATER. A trip to the emergency room because of a broken vase. The Westin, SPG and Cheapcaribbean.com should all be embarrassed! Not one of these "fine" companies have responded to my complaints. They don't want happy customers. Well there's a thing called social media. I will tell this truthful story to anyone who will listen. Stay away from the Grand Cayman Westin! You have been warned!
I am a college professor and traveled to Tampa to celebrate my mother birthday. My room was charged for smoking marijuana and I don't even smoke. While checking out and was asking why my card was ran twice. The story went from a manager added a smoking fee, to the head housekeeper, to three managers checked the room. Then Blaje ** refused to check the room and threatened to call the police. I told him to go ahead and he walked off. This was the epitome of racial profiling.
When I checked into the room the room was smelling terrible very bad. When I realized it was throughout the room I got frightened. I complained. I got moved. There was so much chaos and stress in the hotel. There are a few really good staff but the bad ones feel entitled to make the customers stay difficult. I mirror others. That's what I do for a profession. I had such a bad stay that event I was supposed to be at became negative. There was one female staff who is a very bad for the hotel. I would not stay there again.
How do I know I can trust these reviews about Starwood Hotels & Resorts?
- 672,188 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
Worst experience of our life thus far as a family. This is not as family friendly as it appears. EXTREMELY DECEIVING. My husband and I decided to have a "staycation" at the Westin Kierland Resort and Spa over the 4th of July holiday weekend. The BIG CHILL looked inviting with all of the children focused activities. We have a teenage daughter, 15, one 13, and then our oldest granddaughter, 11. As soon as we checked in, the kids were excited to get ready and run to the pool. I took my wedding rings off (worth over $15,000) and another ring off (valued at over $500) to apply sunscreen lotion on the girls. I set the rings down on the round coffee table. I assisted the girls in getting ready, and then off we all went to the pool. When we returned, the rings were GONE.
After looking feverishly for almost an hour, a security guard came to the room and took our statement and was polite enough to tell us that he would have our dinner comped if we wanted to go ahead and go out and get something to eat. That was nice. Dinner was AWFUL. Then we came back to the room around 9:15pm, and got ourselves ready for bed. As I was taking a bath and my husband was on his laptop, the girls were braiding each other's hair and flipping through channels trying to find something to watch. Are you ready for this? PORN WAS OPENLY AVAILABLE FOR THEM TO ACCESS.
Now, as a grandmother of 11, and a mother of 6, I know all too well the dangers that lurk in the dark. At my own home, I can control what comes into my home, and I try and provide a safe environment for my family. It's my choice to do so. What type of company openly provides access to porn to minors when it takes a specific age to just buy a ticket to watch an "R-Rated" movie? THIS IS DISGUSTING and UNACCEPTABLE!
They took the choice away from us and decided upon themselves to provide that garbage to minors! It's not like we can do what Hillary Clinton did and wipe our children's servers (their brains) clean. I can not undo what it is they've witnessed. No hard drive to erase. When we checked in, NO ONE ASKED us if we wanted parental controls put on specific channels. NO ONE told us that after 9pm ANYTHING can be accessed. When making a reservation, they made sure to ask us the age of our children. Knowing they are minors, wouldn't you think they would ask if we wanted access to adult content in the room? NO ONE ASKED US!
THIS IS NOT A FAMILY FRIENDLY ENVIRONMENT! We immediately packed our belongings and left the facility. We requested a full refund, and guess what? It will take 10-14 business days to get the refund! Unacceptable. I would not and could not recommend this facility to anyone for anything. We are currently waiting to hear the outcome of the STOLEN PROPERTY and are in hopes that they do the right thing. From a very unhappy family... Don't waste your money, your time, or the safety of your children or your jewelry.
This company is not consumer oriented. Would not cancel one room for one night, one week from day I wanted to cancel. I will never use this hotel chain again.
On April 27th, we arrived to check in and they told us our reservation was not until May 8th-9th, and full 2 weeks later. This was a booking error with Hotels.com and we take some responsibility with this also. We asked if they have rooms for 'tonight' (April 27th) as we stood there with our bags. Instead of the $135 rate she said "I have rooms but it will be $495!" I pulled up Hotels.com in front of her and their rate was $355 for this same night. All in all... they would not cancel and refund our May 8th and 9th reservations. Charging us a total of $500 (3 rooms, 1 night) for not even staying there. And they have 2 weeks to resell 3 rooms at a higher rate! Ridiculous. We found a much better situation down the street near the airport. These guys are total con artists and clearly get paid to find coverages to charge customers. WARNING! Stay away from Westin! SF Airport.
I'm out $100 for paying for my valet parking... I swiped my card and they charged my card in connection with the room. No one will return my calls from accounting and no one from accounting will answer the phone.
My husband "Frankie From Philly" is a reality TV star on TANKED, and even without projecting any sense of this, we got horrible service, even though they tried to play up the name. We have gone through disputes and are currently going up the chain of command with this within the Starwood name. We didn't want to use the persona, but when no one is listening, we felt social media and consumer reports might brag their attention instead of sweeping us under the rug.
We would like to thank you for the hospitality during our stay at the Westin - Lake Las Vegas in order to accommodate our wedding held there May 15th, 2015. Being able to marry each other in such a beautiful place was such a delight to us and our guests; and would like again to thank you for the pleasures we did have. Unfortunately, there was a lot of issues that happened during the course of the week we were there, which needs to be addressed and rectified as soon as possible. Please take in consideration of the errors stated below and the after effects.
Room Rates: The guests rooms were stated that anyone involved in attending or a part of our wedding will be charged $99/night; to which we had discrepancies within communication between Westin staff members on what the rate was and expected to be charged, prior to the wedding dates. We had to argue, after the fact, people were being charged different rates, charged for rooms that were cancelled or edited via email communication with ** (Wedding Coordinator) and ** (Hotel Manager), and rooms were given away to another party.
One example would be being the charges of $129/night or more for a room they were told would be adjusted down to the $99. Another, a guest being put into a single bedroom when requesting a double bedroom that was wheelchair/handicap accessible. To which it took an argument headache and time for them to have. Additionally, another was charged for not even being in the room, nor having checked into the room, and was stated so on the adjustment notes. We do, however want to thank you for comping our rooms and adjusting the rates that have been fixed. It was again a headache for MOST of the guests, to which those people are reluctant to revisit your location or recommend it.
Missing Items: Every single box and package we brought in was clearly labeled of where it was to go, and what was in the box, and where it needed to go after if it had to be repurposed. Everything was on the accessories list that was emailed out prior to arriving. Groomsmen's gifts were missing after they were dropped off the with hotel staff. We are grateful they credited us the value of the gifts, but yet it does not cover the cost of the fees and shipping costs of the new items. Nor the embarrassment of sending gifts out after the fact, as they stated they felt forgotten.
Other items that were not returned to us included the 298 floating lanterns that were intended to be used as a transition of the end of night for the kids, and float the away outside; nor the sparklers and matchbooks to light the lanterns. We also had a thumbprint ink pad that was never displayed and wasn't in our inventory upon return. This being said, the wishing tree painting was never used.
Included in this list, is also the 60 white stem roses that were to be used as part of the centerpieces of the reception area. Since they were not used, there was a bucket full of grossly bloomed long stem white roses stored in the fridge with the rest of the flowers that were never returned to us. When we were looking for a missing phone for one of the guests, the Banquet Manager - **, had a bouquet of our lilies and roses on his desk and when we noticed them in his office, and pointed it out he said "Yeah, I saw them out there and didn't think you wanted them anymore", also stating that he would return them; but when we fetched our belonging later to take home, we saw the vase of flowers with just the lilies and not the roses. We also asked for the cake, to which the staff neglected to give us the cannolis that went with the cake. There were 200 cannolis to which only a few were displayed at a time and consumed.
Ceremony Area (Beach Front) Issues: We understand that weddings don't always start on time, and therefore lost a good 30 minutes or so for last minute adjustments, getting guests in their seat, etc. Though, most of the guest didn't know where to go until a few family members volunteered to usher people down to the beach. Since the allotted amount of time passed by, it was obviously noticeable that nothing was set, as the entire box of decor was still sitting in the back of the Casablanca Ballroom in the service hallway, where the other items were stored.
The aisle runner was never placed, and when found, wasn't even out of the packaging and still in the box. Unity vases, two for sand, one for mixer, and sand itself was not placed on the table before the ceremony until a family member noticed they weren't there and ran to get them and place them on the table along with the flower petals and basket for the flower girl right before the wedding party started walking down the aisle. That being stated, the vases couldn't even be found and had to use rocks glasses that were picked up from that service hallway.
Additional Items not displayed nor used at all include the clear charger plates for the groomsmen to hold full of candles to place in the water; and the candles with the floaters that were to be placed in the water. This cut the ceremony time down, to which gave one of the main reasons to having the ceremony on the beach in the first place.
Kids Reception Area and Sleep Over party: The DJ did an amazing job keeping the kids entertained, but there was boredom from a few kids because they didn't want to dance or play tag. We had brought a selection of things for the kids to do by age, and the box clearly labeled where to go was never brought out and used. The following items were not out and displayed to be used or switched to the Sleep Over Party Room: 1. board games (3) 2. bubbles (4 Large containers) 3. glow sticks (60) 4. movie decor (about 6) 5. popcorn (1 Large Bag) 6. popcorn bowls (3) 7. movies (10) 8. toy microphones (7)
On top of the items not used, there was a communication error between the Westin Staff with handling the nanny service. Per our conversation with ** during our walkthrough, there was to be a designated staff member making sure the kids were signed in and monies were collected, and handed to us to pay the sitters. The nannies are not allowed to collect funds, and it was addressed and promised it would be handled. During the time stated on the Time Line we emailed to the **, who replied that the staff will have a copy, the kids were suppose to be escorts with the nannies to the Sleep Over Party. Only 6 showed up because no one knew where to go or who to pay. Therefore, no funds were collected, no party was really happening because the games and movies weren't able to be used/watched.
Set Up and Maintaining Issues: The Westin Staff was turning vendors away for them to get started at their designated start time. As we were working on our end to get the wedding prepared, ** told us to keep working at it, as everyone else has already started. What we discovered was that the vendors were told they weren't allowed to set up until our morning meeting was concluded. This was not what we were told, and had to hear it from the vendors ourselves. That being said, they didn't have the appropriate time to get everything completed. Which reflected poorly on the vendors on the guests who are potential clients, and poorly on us, as they have made it quite clear that they did not trust that they would be paid, and refused to work for us again, or accept referrals from us.
Also during our walk-through, there was no power for the vendors to be able to be set up in time at the outside reception area, nor the ceremony area to be ready at 5:15 PM start time. And since we were over on time from being an hour + behind, they refused to stay late. We also had to cut our group photos down in time, not getting all the group photos we asked for. We tried to do some during the ceremony but the schedule was not kept up, and eventually rushed through a lot of the dances and events in attempt to catch up.
The roses and lilies were suppose to be cut two days before the wedding, and when the bridesmaids reached out to figure out where to go to cut the flowers, ** didn't get back to them and so the flowers weren't cut, in order for the flowers to bloom properly making the centerpieces look unfinished. A few of the bridesmaids waited for a return call and stayed at the Westin where the flowers were stored, and had no way of getting back to the fridge to do so.
Reception Issues: There was plenty of items that were not displayed or given out in time: 1. The memorial table display which included the tri-fold, my deceased mother's Mother of the Bride Flute, rosary beads, and some of the white roses 2. The place cards 3. The card box that was at the reception area. (and the above mentioned) 4. 298 lanterns didn't go out for the reception 5. Sparklers and matchbooks (300) 6. Ink pad for the thumbprint tree 7. The 60 white roses that were never used
During the preparations of the wedding, we were working out the placement of the people, and had numbered the tables next to the name, and had another sheet of table numbers and the person who sat there. We had the opportunity to start putting the name tags on the placards but handed it over to **, who gave us the verbal that someone would handle it and get it done before the reception started, and because it wasn't, the leftover available time for group photos didn't get done with the photographer because the Westin team, friends, us, and bridal party wasted a half hour trying to put it all together, making everyone wait in the hallway, then ended up being a free-for-all, and not displaying the cards, when they couldn't have remained out for souvenirs.
When the place cards were handed off to **, so was the CD of our first dance, and my MacBook to finish downloading the videos that were to be played during the procession into the room and the memorial song for those whom have lost. They had many errors with this, as the DJ asked for a VJA cord, to which ** replied they would provide. When the time came, the internet wouldn't allow for full download, and when it finally would allow to be played, they did not have the port for a Mac, only PC.
We did not see a dessert table that was supposed to have chocolate fondue and a variety of desserts. If it was displayed at one time, it went unnoticed and too late in the evening when the majority of the people had already left. We did not see it, and the guests we spoke to didn't see it either. We had told the guests they could take the bottle we designed as thank you gifts. The staff had told those who attempted to take one that they were not allowed.
Price Issue: On the price list, the service fee is understandably gratuity based on retail value, but do not have the breakdown on the retail value in order to see if the gratuity is correct. Also taxes should be based off the monies spent on the first subtotal, and not be based off the subtotal plus service fee on the retail value; in another words, we should not be taxed on gratuity. Thank you for review this letter with concern and taking into consideration rectifying the issues at hand. Please let us know what measurements will be taken, and how we can better mend relationships for future guest services.
SCAM!!! I travel every month and this hotel is the worst hotel in my life. I had a long transit at the DCA airport on Aug/4/2015, so I made a reservation at The Westin Crystal City to take a nap. I already prepaid and when I got to the hotel, they refused to check me in because I had a temporary credit card (I lost my card on the trip so my bank quickly gave me a temporary card). So I asked if there is any other option because I got $2000 of cash with me too, but they just asked me to leave. When I asked for the refund on the $200 I prepaid, they said I booked a non-cancel reservation so they could not do the refund.
I had to go to the hotel next door and pay $400 to stay like 6 hours. I was so upset but still tried to call a couple time to ask for the refund, and they just keep saying they will not and hang up. Honestly, I feel really really bad about this. Why would a famous brand name do this to their customer? Is that 200 dollars really important to them over their reputation? I was refused stay. It was not that I did not show up for the reservation and still get charge. I feel like I should not be treated that way. I will never consider The Westin again and EVERYONE, PLEASE THINK TWICE WHEN YOU BOOK YOUR STAY HERE!!!
My husband got a job with a company out of California and we made our transition across the country from the Deep South and booked all result stipend with SPG/Westin for each of our stops. When we got to our Vegas stop, we arrived after a nine hour drive. We were very tired having driven so far with kids and dogs to boot. We go into the Westin Vegas on Flamingo and the gentleman was checking us into our room, everything seemed perfectly fine. He tells us that we are lucky because we were chosen out of many people as their special guest and would be receiving special gifts. Free breakfast and or Starwood points were among choices. I give him my ID and he proceeds to get keys and then tells us that since we were the special guest he would give us both the free breakfast buffet and the extra Starwood points.
Then he asks if we had our confirmation and I asked if something was wrong? I didn't have it with me nor did I have a email due to driving in the desert for two days and no cell towers or wifi. He says "No problem." Then he, just out of the blue, tells us our reservations were for the following night and that he is sorry but we weren't going to be able to check in that night. His entire demeanor changes as if we were trying to pull a fast one on him. I asked him why we would drive eight to nine hours on the wrong day? This made no sense. He said "I'm sorry. I cannot help you. The entire hotel is booked." I call customer service. After two hours of talking to customer service, they did absolutely nothing.
I have been a SPG member for years. I have spent more money at their hotels than any other. They left me with kids and pets with nowhere to go and stay for the night. This was totally unacceptable. I have so many times watched them hold rooms and tell either my husband or myself they have no availabilities and the other one of us call back and book a room at that exact hotel that just told us no vacancies fifteen minutes later. This night, not a single room to stay in and no one would help.
I will never stay in another Westin again. I will never stay at another SPG hotel again. They don't care about people and if they did, they wouldn't screw up people's reservations and leave them without anywhere to go especially with pets knowing they are the only pet friendly hotel that doesn't charge an arm and a leg for deposits. They would also not leave a customer that has been loyal without a room at anytime. I have been shown by them their true colors. They use to take care of their patrons but now, they have changed. I'm now off to bigger and better hotels.
My husband and I used our Starwood points to stay in Maui at the Westin Ocean Resorts. The experience was okay with the exception of fees for everything. We wanted to spend a few hours at the beach and asked about using the huge unused pile of lounge chairs that were padlocked by the beach. We were told there was a $10 fee and we could only use them until 4:00 pm at which time they would be picked up and locked up. I was surprised we didn't have to pay a fee for the beach towels. Shouldn't the beach chairs be included in your annual fees? Just a thought. I also saw a lot of timeshares for sale in the town of Lahaina and I think I see why.
We have been owners of the Westin Maui North timeshares for over 8 years. When we first purchased the timeshare for $44k, we believed the purchase was an asset and would provide many years of enjoyment for our family. But since purchasing the 2-bedroom timeshare, the annual maintenance fees have increased from $1400 per year to over $2600 per year, and it is now a liability rather than an asset. I don't understand how they are able to justify these fees, and no one at the company is accountable. First, we were told that Maui was charging too much in property taxes, and the increase is due to building reserves to file a lawsuit, and after winning the lawsuit, the annual fees continue to rise.
It's interesting though, because if you want to sell your timeshare, Starwood has first right of refusal. So they can purchase your unit for $5k-$10k (sometimes even less) and turn around and sell it for $60k+. It's quite a lucrative operation they have going. When you compare the same unit on Maui at the Marriott, their annual fees are 50%-60% of what Westin's are. This has not been a good experience, nor does it motivate us to want to do business with Westin any more than we have to.
My In-laws starting of this year gifted us Eat Drink and More (EDM) Membership of Westin Hotels. We got time end of the year to avail it and decided to book for Westin Sohna Gurgoan. We got a call from one of the EDM staff (Name: Anshu) asking us to renew our membership, which we had thought of post our stay with them. They were fully booked - which is understandable, but to my surprise she said that in case I do renew my membership with the offer I will get a room. When is just not acceptable, as this meant that only if I pay for renewal of membership she will give me a free room or else its fully booked.
Post this we called the EDM so called manager (Name: Zoyeb, highly unprofessional) to help us with this. He said he will return with the date of a week end and close this query. I did not receive a call for two days and only when I called they again apologized and said will get back. This time some other staff member (Name - Sahil) who apparently wanted to get rid of the call asap gave an assurance.
Today is the second day and I have been calling everyone in Westin only to hear "we will get back." No one ever picks up in customer care, the land line number given on the membership card has no idea of the membership, and if they pick (that is if you are luck) they will never get back. They followed up with us for one month everyday to revive my membership. I would recommend you not to go for the Eat, Drink and More membership, as it is waste of money and time. You actually feel cheated!!
Westin melbourne is one of SPG hotels and that's why me and my wife staying at Westin Melbourne for 3 nights for Easter holiday. Today is the second night. We went out 11:30 and left the room service sign on for our room to be cleaned. We came back at 6:00 prepare to have a rest but nothing has been done. There is a service lady came to our room saying "we are extremely busy today, sorry. I will do the clean for you now.“ We had no choice but going out for the room to be cleaned. We came back after 2 hours the room still not cleaning. Is this really a 5 star hotel? The service is extreme slow for everything. Very bad experience.
There is a Asian lady came to our room offer us a bottle of wine we refused because we don't have the mood for it. We have asked a few clean towel for tonight. She came back delivered a few clean towels. This is all the response from the hotel. Very very unhappy and disappointed. But thank you for your quick reply. We are still waiting for a proper response from the hotel. They told us before 10am in the morning. I hope they will give us a satisfied answer.
Comfortable bed, showers were great. Staff is courteous for the most part. The exceptions include the security staff that acts like bullies and the upper management that feels it can change an agreement on a whim and then send a cutsie apology letter because the city of Rosemont is so mean to them. It is a shame that what could have been the most memorable stay in Chicago is marred by this establishments disregard for the personal rights and common courtesy. Entrances and exits blocked off yet you are free to pass when staff did not yell at you not to pass. Hours of facilities arbitrarily changed. Sweet notes welcoming you, yet in bold draconian print telling you to follow the rules or be EVICTED.
I would say the restaurant was a fine eatery but, my refusal to spend money some where my patronage is not treasured, had me decide to eat elsewhere. Herded, accosted and patronized seem to be specialties of this particular Starwood facility. Perhaps Starwood will decide to train or replace the management before others are subjected to it. Further... Attempted to further notify the corporate body behind this location to see if it was Westin/Starwood or just this location that treated its guest so poorly. Called 800-328-6242 and talked to Heather. She was polite and after a 30 minute hold told me this needed to be handled via a different customer service group and instructed me to email consumeraffairs@starwood.
I asked to speak to a supervisor and was given to Roberta after a 10 min hold and was given an actual number, 203-964-6495 to reach them. I called the Executive Consumer Affairs number and was send to voice mail and where, cheerfully, I was informed I would be contacted with in the business day or the next. Starwood, you are not instilling any confidence in me on how you choose to handle this...... Waiting for the phone to ring.
Terrible service at Westin Memorial City in Houston Texas - Unfriendly and patronizing employees. Bed sheet, pillows and towels were stained. Dirty bathroom with hair from prior guests.
I reserved two rooms for the weekend of the Poker Run that was scheduled September 14-16, 2012 at a rate of $350.00 for the ocean view room and $296.00 for the tradition room in Westin Key West. I reserved one of the rooms for two couples that were traveling with me, and one for my boyfriend and me to spend a romantic weekend since we were celebrating our anniversary. At the time we checked in, the agent informed me that I only had one room under my reservation. When I presented the agent with an email confirmation showing that I had two rooms, he then proceeded to inform me that they only had one room available (single room) and that they were sold out. I was later told by the manager that was not true and that they were not sold out. He then informed me he would be able to upgrade us to a two-bedroom suit for the same rate that I was paying per night.
This meant we would have to share a room with the other two couples (there waits my romantic weekend) and that one of us would have to sleep on a sofa bed. After driving 4 1/2 hours we decided to go ahead and stay in the suite. I specifically asked the agent three times what would be my night rate for the room, each time he responded the same rate you were paying per night ($350.00) since they messed up our reservations. At check-out, they then informed me that we were being charged $700.00 per night, which was equivalent to $350.00 per night for two rooms. In fact, this meant they charged me more than my original reservation. This again is not what I was told at the time we checked in. When I spoke to the front desk manager ** and explained the issue, he then told me to speak to the agent that check us in and there was little to nothing that he can do.
When I spoke to the agent, the story then changed again! He then told me they were not sold out, that he simply wanted to keep the group together and at the time we checked in he did not have rooms together. It was never my intention to have rooms next to each other or even close to each other. I booked an oceanfront room for myself and a tradition room for the other couples; therefore, it’s impossible for the rooms to be next to each other. The agent misled me and inconvenienced me and my parties in order to sell more rooms. What was supposed to be a romantic and fun weekend for my boyfriend and I turned out to be a nightmare! After several conversations with ** and seeing that he is unwilling to reverse and correct the charges, I’m asking for your help in this matter.
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 does 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!
Westin Company Profile
- Company Name:
- Starwood Hotels & Resorts