When we arrived we were greeted by a very rude reception/reservation person (female, short, dark hair). She gave us a letter that said that no electricity or hot water will be available for 2 of the 3 days we were staying. Please see the photo that I uploaded. Why couldn't I have been notified about this when I booked the reservation? Somebody should've called us if you didn't know until after we booked. It gets worse. Let's see. They lied about the amount they charge for incidentals, and then they charged me twice. I sat at the bar around 9 pm on 5/4/2013 and was completely ignored for over 30 minutes. I had my Starbucks cup from my room and my laptop with me and sat down without being greeted while a brown haired female server didn't bother to ask if I wanted to order anything. She even served and brought pretzels to everyone around me until we finally made eye contact and she finally took my order. Unacceptable. You're lucky I didn't get your name but I'm sure your Manager will figure it out who the 5 foot 5 female with long hair and fair skin was. Don't ignore somebody just because you think they have a coffee and don't want any help. FYI, I hate coffee and I poured tap water in it because your in room mini bar prices were ridiculous so I used the Starbucks coffee cup that was provided in the room dummy. Housekeeping knocked and asked if we wanted service. I politely said no, we did not want service today and she left. We left our room for lunch and came back to our room and found out housekeeping came in, moved our stuff aside, and changed our sheets and cleaned. We had to check out before 10 am because we would've been stuck on the 11th floor because the elevators weren't going to work due to the electricity being turned off for "maintenance." I called the operator and asked for Bell service to help with our bags. I waited over 30 minutes until I finally gave up and made two trips to carry 5 bags by myself. I was held up in the parking garage for 15 minutes because the parking lot attendant asked why I didn't have my hotel key which lets me in and out of the parking garage. I said because I had to turn in my hotel keys because I was checking out moron. He then called the hotel to verify that I was a guest and to make sure that I checked out and paid for parking. They told him that I didn't have parking as paid on my receipt, and to charge me. Apparently, my parking was waived due to the water and electricity mishap but they didn't tell him and he wasn't letting me out of the lot without paying. My wife had to walk back to the hotel to get a receipt showing that I originally paid for parking so the guy would let us out. And last but not least, we were charged $10 for something we didn't take from the mini-bar which they eventually removed when we told them we never used the over priced mini-bar. I will say that we average about at least half a dozen stay in hotels per year and that Westin has let us down on more than one occasion. This last stay in Westin South Coast Plaza was absolutely the worst. I still can't believe that there isn't a jacuzzi or spa in this hotel. Whatever. There are so many other hotels nearby like the Marriot which are way better and provide far superior service. Please don't bother to respond with your politically correct "sorry for your bad experience" copy and paste template. I would rather you just focus on somebody who will actually think for a second that you might actually be sorry...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Jack T,
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Our deepest apologies for your experience. We strive to take care of our guest to deliver memorable connections. We will share your feedback with your team so they understand the impact they had on your visit.
Guest Relations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.