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  • Any Westin will guarantee a good stay! However, some are truly superb just as the downtown Phoenix location has proven to be! There was an issue with our reservation (technical error) and Jerome quickly resolved it In a timely and professional manner. He was also an all around nice and humorous guy which is always refreshing from the usual bland hotel check in staff! The only reason I didn't rate the Westin with 5 stars was due to a security staff member. I was taking a late walk through the hotel's 11th floor around 2am checking out the workout room for the following day and was abruptly confronted by a very rude security guard. He greeted me with "anything I can help you with" in a very confrontational tone. I realize they have to patrol the halls but he was truly seeking a confrontation. I informed him that I was a guest that was just checking out the workout center and he motioned for me to leave the floor while treating my like I did something wrong! I agreed to avoid a 2am argument and headed back to my room dumb founded. I didn't realize that I wasn't allowed to check out the 24 hour workout center! Of course you cannot judge a hotel this great due to one employee. Bad employees will be prevalent in any business however this just made me very uncomfortable for the remainder of my stay. I didn't bring the issue up to management due to how minuscule in nature it was but it still made me feel uncomfortable. Overall, the Westin downtown location is a great hotel! The rooms are spacious, the club lounge is always a great treat when traveling on business, and the staff are almost always great! Again, Jerome truly made the stay! I would love to see him in a management position!
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