I spent last week at the Westin Convention Center hotel for a conference.
The hotel itself is just fine. Lobby is attractive and clean with comfortable furniture. The room I had was pretty standard. The bed was very comfortable, as were the pillows. Bathroom was clean and up to date. The room was thoroughly fine, nothing unusual. Internet a bit slow but whatever.
What makes this a standout experience for me was the hotel staff. The housekeeping staff I interacted with were very cheerful and welcoming, as were other staff members. In particular, one of the managers was especially helpful. I was having trouble with my credit card company and he, at significant effort, went to bat for me with my company, and was able to really help me out of a pretty bad jam.
He was cordial, sympathetic, helpful and professional. This manager, and the staff in general, exhibited the kind of service many places lack. When I come to Pittsburgh again, I will make it a point to come back to the Westin.
Their customer service transformed a satisfactory hotel into a superb one. Kudos to Mr. O'Donoghue and the rest of the Westin staff! I will be back!