I stayed at the Long Beach Westin recently with several international guests while attending a conference. Although there was a serious check-in glitch that could not be solved (and which made for an awkward experience for the international guests), the Bell desk (express service) was very perceptive and worked hard to make the international guests feel welcome while the front desk staff worked to find a solution. Individuals, like Osmin and his colleagues, interacted warmly with distraught guests, offered bottles of waters, arranged for seats and carefully placed the luggage to one side of the lobby. This kind of personal attention was worth its weight in gold and made for good public relations. I commend the front desk and bell desk staff for their commitment to customer service. When we checked in the following day, we found well designed rooms that were comfortable and relaxing at the end of very long days. I loved the heavenly shower but very disappointed that amenities were not always replenished up to standard.