Westin Reviews

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.

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.

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.

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)

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.

After taking our deposit a year ago to book our event, they have now booked an event in our ballroom an hour before our wedding not giving us enough time to set up. They also just told me 45 days before our wedding that we can no longer have our ceremony where we were going to have it because they have unexpected maintenance although word is they decided to do renovations and picked me as the guinea pig to throw out of my ceremony area. Then, they relocated my area to the pool insisting it's "an upgrade" as if I would want to get married next to a hotel pool. And told me that the entrance to the pool area where they just moved me would also be under construction so all my guests would have to walk through construction.

They are charging me $32,000 just in food alone and their response to all this is, "I'm sorry, would you like your deposit back. You can go somewhere else. We are a hotel who caters more to conventions and not weddings as if I'm supposed to find a new venue 45 days before my wedding when invitations have already gone out. Also, they didn't tell me about the construction. I happened to go there with my florist today and we stumbled upon all the renovations the hotel was doing. When I asked the hotel manager Lawrence when they expected to tell me, he said 14 days before our wedding date! I am in tears, I don't know who to turn to and I'm about to get on a plane to there corporate office tomorrow because I don't know what else to do. They said I should be happy because they have gone above and beyond to please since they have given my guests the option of having ice cream with their cake and they normally don't do that!! Please help me.

I am contacting all the media from the Palm Beaches to Miami Dade to let everyone know of what they are doing to me. Please find it in your heart to broadcast this. I am a desperate bride in need of your help.

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.

I said I was staying with my mother and her friend that night in another room.

day.

I felt releaved that I wouldn't have to check in the next day for my room. I was told the hotel was full so it never occurred to me that I she checked me in to the room for that night, the 25th, and especially after I told her that I'd be staying with my mom in her room for the night.

She misunderstood that when I said "in advance" that meant that night. I never said I wanted a room that night and "in advance " to me meant to check in a day early for the next night that I had reserved.

She refused to clear charge and I asked to speak to Ryan J who promised to look into it & let me know the next day if the maid had found the room used or not. The next day it was apparent that he didn't look into it and said there was no way to check with the maid as to weather I stayed in the room or not. I assured them that I didn't stay in the room to no avail. I was part of a convention of very respectful business & professional women who gave thousands of dollars to this hotel.

I feel my word and character were questioned and insulted. The extra charge for the room was a mistake by the clerk not me!

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!

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.

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

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.

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.