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  • I personally had a terrible experience staying at The Westin. First, I booked two separate rooms, checking in on Saturday checking out Sunday. I called the day we were supposed to check in just to ask for my two rooms to be joining rooms. I was told by the lady on the phone, "we don't have a reservation for you. You had one for yesterday and you cancelled your reservation for today." My response was "That's impossible, I have a confirmation stating my check in is for Saturday check out for Sunday. I never cancelled anything and I never made a booking for the Friday. Please check because I think you have made a mistake in your computer." I was then told to hold. I held for about 10 minutes, the lady returned on the phone and then transferred me to group reservations. No one answered the line at group reservations and it went to voicemail.... and I was not able to leave a message because the mail box was full. I then call back the hotel and was transferred to the front desk. I was on hold for 45 MINUTES!! and still no one could help me or solve the problem. After finally having the manager call my phone directly (after being on hold and waiting for this to be solved, for 1 hour) they manager said "Okay, you can come and we will have a room for you." Unfortunately I was not able to get my money back otherwise I would have cancelled and went somewhere else, so we went to the hotel reluctantly. I thought maybe it would get better, but no. We rented a cabana at the pool, the fridge was broken, the lady that gave us our cabana told us "oh tip me well." Really?!! How rude! The waitress never came to our cabana to offer us any drinks or food and basically the whole experience was terrible!! I forgot to add, also when we were in the room we called concierge to ask them a question and the phone just rang and rang with no answer. If you want great customer service, do NOT visit The Westin! We will definitely not be going back!
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