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| - After looking at the hotel online I was excited, the pictures looked new and very nice. I was in town attending a conference at the convention center so along with how great everything looked, you couldn't beat the location.
However, I had the absolute worst hotel experience at the Pittsburgh Westin. I am a Starwood Preferred Guest member and up until now have had great experiences, but this one was so bad it really makes me question the integrity of the brand and I am hesitant to stay at another Starwood establishment.
Even tonight as I try to log into my SPG to see if my points for being "conservative" with the room were updated, I can't logon to the site as "The system is temporarily unavailable." I should also note I have photographs of everything, because I couldn't believe how bad the stay was.
1. The terrible experience happened before I even arrived. When I googled the hotel, accusations of bed bugs appeared on both Yelp.com and Bedbegregistry.com - and the hotel had yet to take the time to respond. A simple detail that if someone was paying attention they would be able to resolve.
2. I arrived at the hotel after a 7+ hour drive only to find out that the bathroom in my hotel room was broken. After two calls to Guest Services, about 30 minutes later a maintenance man came by, and it took him about 15 minutes to fix it. So a total of 45 minutes before I could use the rest room after arriving. I had suggested to Guest Services on the second call that they move me to a new room and it was awkwardly laughed off.
3. After using the restroom (finally!) I noticed the tub was dirty and there was mold on the top of the shower by the rod and on top and inside the mini-fridge. The mold was "new" so it could have easily been wiped off and taken care of if the room was being properly clean and attention to detail was paid. The fact that the hotel lacked the ability for such simple house keeping was surprising.
4. The paint in various places of the room was chipping and some of the furniture, most notably the side table were knicked and scratched badly.
5. Because of the bed bug reviews, I stripped the sheets to look for evidence. I did not find any, but did become aware of many brown and black tar stains on the sheets that were tucked in to the mattress.
6. I begrudgingly ordered room service because of how late it was by the time I got settled. I ordered the Turkey BLT with lemon aioli and arugula salad. Instead I got cold, what-seemed-like-day-old deli meat, burnt bacon with a thin, thin layer of mayo, not aioli. The arugula salad did not have 1 piece of arugula - it was mixed greens with shredded carrots instead. When you read the description and look at what I actually received, it is very, very disappointing.
7. The coffee pot in my room leaked all off, wetting the sugar, napkins, etc.
8. They charged the wrong credit card after both myself and my office manager telling several different people which card to charge. I had booked the room on a corporate card, and my office manager had believed she straightened everything out at the front desk that they were to charge the card on file because I would not have the corporate card with me. The first thing I was asked by the front desk was for a credit card. After I explained the situation to the front desk, they insisted that the card on file would be charged and they just needed my card for "incidentals" - after back and fourth I gave in and gave them my card, assured it would not be charged. Then when I checked out two days later, I once again confirmed that they would charge the card on file and they still charged the wrong one. Fast forward to the following week when I notice the charges, I called the billing department and someone has still yet to return my call. I am being charged interest on this card for their mistake.
This was an absolute terrible experience and I am very disappointed at the Westin and Starwood Hotels for their obvious lack of pride and detail with this hotel.
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