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| - We will never stay at this particular Westin property again. Here's our terrible story:
We reserved a room here mostly out of respect for the reviews we found on YELP. I double checked the YELP reviews by reading up in the AAA Guide. The AAA Guide as well as the Westin employee who booked our room reservation assured us this was a pet friendly property. So....I checked us out of the pet friendly (and more fun & affordable) Rio to try this property.
Our room was decent, if spare. There was no bathtub but there was a rather worn shower. The laundry facility door doesn't latch which I wasn't too keen about while in there doing laundry at night, alone. They offer no way to make change for their laundry machines. We would have appreciated some other method than a lengthy trek back to the front desk for change.
As I was busily loading our luggage the next morning, there was a very light sharp rap at our door. I wasn't sure I'd actually heard a knock so I walked toward the door to look out our keyhole viewer.
Believe it or not, the employee at our door didn't bother to wait a moment for me to open it. She let herself in!
Having worked in hospitality for many years, I was stunned by this intrusion. This Westin offered no "do not disturb" signs so I had left a post-it "privacy please" note on our door. She defended her uninvited entry saying, "Well, you've gotta double lock the door if you don't want us to let ourselves in!".
Unbelievable.
I guess she didn't like my offended attitude because a few minutes later, their hothead of a "general manager" appeared at our door. He accused my six year old & me of "smoking in the room". The only smoke in our room was the steam shooting from my ears at his attitude and his offensive posture.
This man didn't know when to leave bad enough alone. I informed him we were in the process of loading our car and would gladly be giving him his hotel room back in a few minutes. I gently closed the door and turned back to my six year old child, our now frenzied Yorkie & the bags we were trying to pack.
I suppose it offended this GM that I didn't fawn to his tune. I had opened our door to him in full and had begun to invite him in when he identified himself as the hotel's General Manager but his aggressive attitude really turned me off. He was now scaring my girl & our dog. I later learned that the name of this aggressive individual is David Smith.
Mr. Smith proceeded to pound angrily, with his fists, on our door. This, of course, sent our Yorkie into enthusiastic barking rapture.
About five minutes later we took another load of luggage out to our car. We didn't dare leave our now hyper vigilent Yorkie in the room alone so we wrangled him (on a leash) while balancing our suitcases. Imagine how thrilled we were to discover this same man (David Smith) perched on a railing directly beside our path...to confront us again and again. Publicly. Right there in their main lobby.
Mr. Smith loudly and repeatedly informed us (yes, right there in the main lobby) that his housekeeper would be closely "inspecting" our room for cigarette evidence as soon as we left.
I was disgusted & surprised that this arrogant and abusive individual would go so far in his attacks on us. I invited him to inspect our room but I informed him we would be taking videotape footage of our own to document the clean condition of our room at check out. I informed him we would be taking that footage shortly before we turning in our keys. To tell you the truth, we also interviewed our housekeeper.
Not having bickered with us enough, this man then complained about the presence of our small Yorkie in our room. I kid you not. As though we had sneaked our dog in. We had booked at this property primarily because their own agents promised it is a "pet friendly" property. We even carried our Yorkie right with us as we checked in. We had also carried and walked the little guy out for frequent trips in our cars and relief walks outside.
I finally had enough. Here we were, doing our best to load up the considerable amount of gear that a woman, a six year old and a dog accrue on a road trip and this man was somehow getting off on hopping out at us along the way with more and more accusations. So I asked Mr. Smith for the name of his own supervisor. He hotly informed me that he "answers to no one" that he is the top.
He danced around for a good 5 minutes refusing to provide the name or contact information of any person who might be interested to hear of our experience.
It baffles me that The Westin would have a person like this managing one of their properties. Having worked in hospitality for almost twenty years I tell you this, had I been in his shoes, I'd have cut my losses. Having discovered my guest was innocent, I'd have quickly apologized and let it go. It wouldn't occur to me compound a bad taste in a guest's mouth into an entire cupful of slop.
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