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| - We stayed in The Westin Cleveland Downtown from Friday, August 28th to Sunday, August 30th and booked two rooms. We were there to attend my niece's wedding which was celebrated on Saturday, August 29th. Upon entering the room, we noticed that the carpet had not been vacuumed and the mirrors were streaky and full of dust which made the glass cloudy so it was hard to see oneself in the mirror. The rooms also did not have free WiFi - The hotel charges $12.95 per room and only allows three devices per room. Ridiculous! The bathrooms do not have vented fans so it is difficult for several people to get ready at once as the bathroom becomes very steamy. On Saturday, we left for the wedding ceremony around 12:00pm and returned to the hotel around 4:00pm and the rooms still had not been cleaned. Since we had several people with us and didn't want to be inconvenienced, I told the cleaning lady that she didn't have to clean the room but to just leave us clean towels. She couldn't even be bothered to put them away as she just left them on top of the toilet. Not quite the service you would expect from a 4 star hotel.
The cocktail hour for the wedding began at 5:30 so we went downstairs to get our car from the valet shortly after 5:00pm. We had to wait almost 60 minutes for our car! The valet service was a mess - very disorganized and chaotic. They were so overwhelmed by the number of people who wanted their cars that they were running around in circles while getting nothing done. They began to ask people if they wanted to get their own cars and the hotel staff was hailing taxis for the people who didn't want to wait any longer for their cars. So we pay $30 a night for the valet service and then either have to get our own car or pay additional money to take a cab? Seriously??!! The workers seemed more interested in parking the cars for the new customers so that they could make more money than they were with taking care of their existing customers. I saw one customer pull out a $20 bill and hand it to one of the valet employees just so he could get his car. When realizing that we were going to miss the cocktail hour, I became upset and a woman who works inside of the hotel approached me and asked what she could do for us. I told her to get our car. She told me that she would comp us for our difficulties regarding the long delay in getting our car but of course, when we got our bill, we were not comped for anything (Rooms 1701 and 1702). She then disappeared and we never saw her again. Three different valet employees came up to us at different times to ask for our car ticket number. One worker said that it was across the street in another lot so we waited additional time for him but of course, our car was not there. We finally got the car after almost an hour of waiting and we arrived at the reception with about 5 minutes left for the cocktail hour.
We should not have had to experience such aggravation and annoyance. The hotel needs to set up a system where they notify their guests (by text or email or some other way) of the valet service situation when it gets really busy outside. If we had been notified or made aware that it may become very busy at certain times during the day, then we would have planned accordingly so to as not miss the beginning of the wedding reception. So the next morning, we wanted to leave around 9:30am but when we went downstairs to get the car, we were told that the street was closed for the next 30-40 minutes for a fox trot marathon that was running by the hotel. Really??!! Of course there was no notification from the hotel to its guests that this was occurring so once again, we were delayed in getting to our destination. This hotel really needs to get its act together and accommodate the guests when it comes to the valet service. We were visiting Cleveland for a reason and it was not to pay $30 per day for an unprofessional valet service that made us waste so much of our time waiting for our car. This is not what one should expect from as supposed 4 star hotel.
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