I recently had the displeasure of staying at the Westin, Tampa Bay. Upon arrival, my party and I were informed that the wedding block arrangement we had agreed upon was not going to be honoured. We ended up being spread out across two floors rather than the block of rooms that were promised. We later found out, that the honeymoon suite for the bride and groom was also not delivered according to previous arrangements. While I understand the difficulties associated with booking a whole wing at such an establishment, I do not understand why they would make such guarantees only to go back on their word after the fact.
After several run ins with the staff throughout the night, what was left of our party decided to checkout and find accommodations elsewhere. At this point, the service resembled a scene from Dumb and Dumber while trying to sort out our cancellations. Amidst the blatant lies which they were continuously caught in, they were unable to find reservations under specific names, unable to print out cancellation confirmations, and were not able to provide transportation to a different destination after that again was agreed upon.
In the end, we ended up speaking to the General Manager about the transportation issue. He without question, turned out to be the most rude and ridiculous person I have ever talked to. He redefined every stereotype of arrogant America.
Aside from the ridiculous service, the location and rooms were great. With that being said, they are not nearly enough to overlook the treatment we received. Save yourself the trouble and look elsewhere. The Mainsail, roughly 15 miles down the highway is a great pick. Don't however ask for directions from the Westin. According to them: "Just walk across that highway there, it's right across the road. You can't miss it."
I can't make this stuff up.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 25, 2013
Who says that you can't make this stuff up?
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In reality, one of the members of your group was relocated to the Mainsail due to the fact that we received several noise complaints coming from their room. After giving them 2 warnings, the noise level actually worsened and the (valid) complaint calls continued. Out of courtesy and respect for the guests who were trying to sleep at 2:45 am, we secured reservations for your friends at Mainsail and drove them there in our Hotel Shuttle just to make certain that they arrived safely. The Mainsail is 4.5 miles from us and not "15 miles down the highway".
I wish that you would have explained "after having several run ins with the staff throughout the night" in a little more detail. Could it have been Security?
The next morning we comped two rooms for the guests who were kept wake all night!!
Also the next morning, four members of the group voluntarily CHOSE to check out and join their friends at the Mainsail. I am not positive if you are one of them, however a member of that group rudely demanded that we either shuttle them or pay for the cab fare. Our coutesy shuttle radius is 3 miles and we transported the others the night before out of concern for their safety. The same certainly did not apply the next day and is possibly the reason for this extremely inaccurate and unfair review.
I would also like to apologize for my response to the review "Worst hotel exprience, hands down" because we honestly did not recognize the distorted details in that review. The mention of "Mainsail" in this review is what helped make the connection to the developing trend. There was one other review submitted, but it was rejected by Tripadvisor because it was in violation of their guidelines!!
Hotel guestrooms are not intended for partying. Every guest is entitled to a safe and peaceful night's sleep and it is our responsibility to make certain they receive it.
General Manager of The Westin Tampa Bay
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.