This hotel is silo'd.
No department talks to other departments. If you were promised something, the pass-the-buck system will be in full effect, when you try to collect. The concept of every employee at the front lines is empowered to make the guest happy does not apply at this property.
They market it like a Westin. It feels like Im in a non SPG property that has gone off the reservation. Indian pun intended because, well, double entendre is funny. Plus one star for the great location in a mall. Pro-tip: Print out everything they promise and have their staff initial each page. Staff turnover is an issue. Just bc staff turns, does not mean what they agreed to as officer no longer applies. Get. It. In. Writing.
Solve the silo issue. Empower your staff. Have absentee management present on property. Worst Westin experience of the dozens of Westin hotels I have visited.