I recently stayed at the Westin and was highly disappointed with my experience. Upon check-in, I was assured that both of my reserved rooms would be on the same floor. However, I was later told that my reservation wasn’t guaranteed, and my options were to either take one room as booked while downgrading the other or have the rooms on separate floors.
To make matters worse, the first room I was given was still dirty, and I was informed that the second room would take 30-40 minutes to be cleaned. I was told I’d receive a call when it was ready, but after waiting 2.5 hours with no update, I had to follow up myself.
As if that wasn’t enough, we experienced a power outage for half the night, making the stay even more uncomfortable. The lack of communication and poor service was extremely disappointing, especially from a brand like Westin. I expected a much better level of hospitality and organization.