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| - First and last stay at a Westin hotel. Having just opened, I expected a few hiccups here and there, but this hotel was a complete disaster. Apathetic staff, pathetic hotel.
-45mins to check in from the time I got to the front desk, to the time I had my room key in hand. Their credit card system was a mess ("West End Parking $800+" was a big red flag to the credit card company), and this debacle was repeated during checkout. During the harrowing process of check in, the smug manager thought it pertinent to extol the virtues of their amenities, linens, and beds. All of which were standard issue hotel kinds of things, nothing special, and he only flittered away once there appeared to be an issue with the check in process. And that "Sky View Room" he said I would love? Glad I didn't care about that...a huge long curtained wall with a sliver of a window. Nice to have that curtain there to protect their guest's privacy from those with the ability to see through walls.
-No hot water. I stayed four nights and not until the afternoon I checked out did I ever have hot water.
-The maid service folded up used/damp towels and mixed them in with the clean ones. I requested new towels twice by phone, only to end up going down stairs myself to get clean ones.
-I've never had a problem with excessive noise from closing doors in a hotel, but leave it to Westin. The doors slam and shake the walls, waking even the most sound sleeper.
-Roomservice did not once get an order right, nor was the food warmer than room temperature, and the food itself was abysmal. After a 12-15hr workday, a simple sandwich would suffice and their menu was completely lacking. The only bright spot was Glen who was helpful in making one of my orders correct, and stood out head and shoulders above the rest of the staff.
-The refrigerator in the room never worked. After reporting it multiple times, I just gave up on having cold water.
-Their business center was filthy. They had hosted a wedding in the hotel the night I used it and never bothered to clean up the spilled drinks and garbage from the reception.
And these are just the things I happen to remember, I'm sure there are more. Other guests I ran into in the lobby, on the elevators, and at our conference, had the same things to say.
Cleveland is a wonderful city, with an incredibly hospitable community. From the nice guy selling hot dogs on the corner, to passersby, always a friendly hello or willingness to point a visitor in the right direction. My experience at the Westin is the only negative one I had, it is a black hole of apathy.
May I suggest the lovely Marriott just down the road? Their staff is wonderful, and I bet they have hot water.
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