I wrote this letter to the Director of Front Desk.
Hi Sarah, this is the 2nd time I have had a negative experience with your organization. I stayed here before and a guest hit my car while it was in your drive. Management, rather than checking to see if I was ok, immediately told me that it was not their responsibility(liability) and rather than taking care of the guest who just got into an accident; I got nothing but denials and poor treatment; not even an offer for help if I was hurt. To make things worse -- the security person wrote up a report and then told me that i needed a court to issue a supboena to get a copy. I am a business traveller (fortune 50) and on my next stay I was treated well and praised them for doing a great job. Only to find out that was not to be the norm.
Tonight I walk in, I was not greeted nor recognized as a platinum SPG member. The hotel was not busy (10pm). I just don’t understand why politeness, a greeting, and a smile are something that are just not part of your organization. When I inquired as to the upgrade I requested the front desk clerk laughed and said that you were sold out. I felt like I was out of line asking for the upgrade(which i am not) and the whole experience was very much out of line from the way I am treated at other Westin Hotels. I will not stay here again. I gave you a very good review after my next visit (after the accident), but that completely fell apart on this one after you felt you were out of the woods? All I want is consistent friendly/helpful service--showing you care. How about recognizing someone who stays w. your org frequently. I stay here often and it just seems that 1 week it is great, and most times it is terrible and humiliating. Blair(front desk) did a very poor job of making me feel welcome. How about a welcome back. We are glad you chose to stay w. us again? Hotel is fine, but staffing is a dissapointment. I am waiting to hear back from the Front Desk Mgr, and am not sure what to expect. I am on the road every week and this is not the type organization i want to consistently spend my money with. One good note-- the Valet remembered who I was and was really nice and made me feel valued. We will see what Sarah has to say tomorrow if she has time to call.