Pretty hotel, bad customer service. My husband and I are active duty military and did receive a discount when calling. Booked two king rooms, we stayed two nights(with two dogs), the other half of our group came a day later and stayed one night. I had asked ahead of time if rooms could be adjoining, I was told we would have to wait until check in. Upon check in, asked again, was advised we would have to wait for the following day when the other half of our group arrived. The following day our party arrived earlier than expected and tried to check in early, was advised there are no adjoining rooms available at this time and would have to wait until 3pm(normal check in time), at 3pm after four adults and two dogs waited in a room for 5 hours, my husband went down to see if the adjoining room was available. He was told(by the same woman who told us to come back at a later time) there are no rooms available next to ours and that she "already tried to explain to your wife" that there are no adjoining king rooms at all...I was never made aware of this, we weren't upset the rooms are not adjoining, but we should have been made aware of this long before sitting in a room for 5 hrs waiting for what we thought would become available. There was an issue with customer service losing the paperwork we had to sign off on for our dogs, they called our room and asked my husband downstairs if we had dogs and who we filled the paperwork out with and still asked us (3 different times) to redo it again. We also had a billing issue during check out for two charges of about $12, the self parking fee. Upon reservation and stating we were military I was told there would be no parking fee if we self park(I asked this again at check in and was told that is correct). The woman at the desk did not want to take off the charge but asked if there's anything else she can do for us today, we said yes, you can remove these fees we were not made aware of. She said "fine, I'll just take them off then" the not what she said it's how she said it. We were not the only guests in the foyer at that time and if I was that guest waiting to check in and I heard that, I would have walked away. Completely unacceptable!
Try a higher floor to avoid noise from the restaurant.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking a moment to share your experience with us. We are truly sorry to hear that you did not enjoy your recent retreat to our hotel. We would like to apologize about the erroneous charges and the indifferent encounters you experienced with a few of our ambassadors. Your experience is not the Westin way and we are sorry about these inconveniences. We will share your feedback with our management team so that we can ensure we are always providing our guests with the top quality service we are normally known for. We hope to have a new opportunity to welcome you back in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.