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| - I truly don't know where to begin, so I will let things flow as they may. My apologies for the long review.
My friend was married in July, and she booked a suite at The Westin for the bridal party. The bride and and I both live in Lakewood, less than 10 minutes from the Westin. The bride's thought was to have the bridal party together, across the street from where the ceremony/reception was taking place the next day. We could prepare our nails, get showers, etc the night before the wedding. We had the photographer booked for 6 hours prior to the ceremony, and had to be awake and ready to go by 8AM. Having everyone in one place would reduce stress, and ensure everyone was ready to go on the big day. As it turns out, we would have been much better off staying home in Lakewood.
I arrived at the hotel around 7P on Friday. The front desk person was polite, and directed me to the suite. I found my way to the suite which was nicely appointed and relatively spacious. After a few hours spent in the restaurant and bar, we returned to the room to get ready for bed (around 10PM.) Our room was appointed with a sofa bed (including a chaise lounge) and king-sized bed. It was decided that I'd sleep on the sofa bed, the bride and her daughter would get the bed and the other occupant would get the chaise lounge portion of the sofa. I removed the couch cushions to check the sofa bed mattress, and there were crumbs and dirt all over the top of the sofa bed. Obviously no one even lifted the cushions to check the sofa bed mattress, so it clearly hadn't been cleaned. I went to the front desk, who switched us to a different room. The second room was thought to be occupied, but as it turns out the person never showed up. The third room didn't have any electricity and had a water leak in the ceiling. By this point it was well after midnight and we were all frustrated, upset and worn out. The bride was falling asleep in the hallway, as was her daughter. Due to all of the frustration, we were placed in a penthouse suite, complimentary, and were finally situated in the suite around 1:30AM. The suite itself was nice, with a lovely view of Downtown Cleveland, but wasn't much larger than the suite we originally booked. The Executive Club is a nice perk, with gorgeous views of the Lake and a tasty breakfast, but really not worth the room premium.
During this whole debacle the front desk staff was hit or miss. The first time I went downstairs, to check on linens, the front desk person was polite enough, but slightly snotty. I explained that there were 3 women in the room, and we only had enough shampoo/conditioner for one of us. Also, since someone was sleeping on the chaise lounge and another person was sleeping on the sofa bed, we'd need a few extra blankets and pillows. I was told, by more than one person, that housekeeping had left for the night so they weren't sure how they'd accommodate us. Really? Housekeeping left by 11PM so if anyone needs any toiletries or extra linens, they're just out of luck? I find that very hard to believe. We eventually were given extra linens and toiletries, hours after my original request.
By my last trip (which I believe was my 4th) to the front desk the majority of the staff was hiding from me. Literally, they were hiding around a corner, peeking around to see if I was still there. The last trip to the front desk resulted in an over 15 minute wait because all of the front desk responsibility was left to one staff person (Narketa, who was great) and she was already with another guest. There were two other front desk staff available (one being Melissa,) but they were avoiding me. Honestly, adults peeking around the corner to see if I was there; I wouldn't have believed it had it not happened to me.
Fast-forward a few days, and the bride text-messaged me from her honeymoon in Costa Rica. Apparently everything was charged to her debit card. That's right; there were charges for 4 rooms total, including the supposed complimentary penthouse upgrade, and the additional complimentary night. She didn't even use the complimentary second night at the hotel, yet the second night was charged to her card. Since she was in Costa Rica, I telephoned the hotel to speak with the manager. I, unfortunately, do not remember the name of the manager, only that the manager was female. She was condescending, rude (kept cutting me off) and didn't seem to care at all about our terrible experience at The Westin. She assured me she would "pull their portfolio" to check the charges, and follow up with me. I'm still waiting on that follow up call, which will obviously never happen. My friend let me know the charges were finally reversed, and the money put back into her account, but it took upwards of two weeks.
The hotel itself is very nice, valets were awesome and so was our bellhop (Mario.) Honestly, though, that's not enough to get me to ever stay at The Westin again.
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