I booked this place because of the fantastic service and comfort from my last trip only 4 weeks ago in mid December. Unfortunately, I arrived this time on December 13, the first day of the Westin takeover and it has been one Fawlty Towers episode after another from the lengthy check-in filled with countless apologies. It was 7:30 pm and at one point they were asking me to email them my confirmation to an address that didn't work. So management decided to upgrade me to a one bedroom suite which on first glance I thought would be spectacular.
Fawlty Towers #2 - Room preparation
The suite has no desk, no glasses in the bathroom, no room service menu or book with guest services, lights are dark, no paper in the morning, a broken alarm clock, buttons for service on phones don't work, no slippers with robes for a beautiful new bathroom with slick and slippery tiles.
WORST: no one cleaned the room.
Fawlty Towers #3 - Communication
I tried to order room service and after 3 calls someone sent up a xerox copy of their new Westin superfoods menu. When I ordered market fresh fruit instead of the listed bowl of berries, I received the berries and was told that was the market fresh fruit. I protested I can't eat seeded fruit. This Florida. Surely you have a banana, orange or a melon. 10 minutes later I received a call " Is this Susan? (My instant thought was something horrible has happened) the next sentence was "all our fruit has seeds."
Where's the good news?
This is a fabulous place, or was. It really needs a shake down cruise to get it right.
Shame on you, Westin. You didn't fail to get your name on everything including the shower heads, but you missed the boat on what a truly fine serviced resort is all about: a stress-free home away from home. I am glad you kept the staff . They are wonderful, especially in the bar area. I met wonderful locals and the bar food along with bartenders made me feel comfortable. And, I rarely go to a bar by myself. The chef is working up some interesting things....best of all the sushi.
Give it some time for them to get it right. But don't pay top dollar to stay here now. Offer to stay for free to help them get it right. These are tough times for the hospitality industry and big brands can't get away with this many goof ups in one location...especially with someone who travels a lot for business and pleasure all over the world.
Come on, Westin, you can do better than this. You've got a great staff of people here. Show some support.