I made a reservation for my 11th wedding anniversary to stay in a Grand Deluxe room on 8/10/13 that is advertised as a "...corner guestroom..." offering a "...Heavenly Bed and Bath, Glass-Walled Walk-in Shower..."
We get to the room and it certainly did not meet our definition of a corner room (I take this to mean windows on two sides of the room) as the "corner wall" simple bordered an internal hallway in the hotel, not a corner of the building and the only window in the room was a single small window mounted high up on the wall. Instead of "grand deluxe", the room really felt like a coffin and was no different than any standard room that I have stayed in in the past, it was neither "grand" not "deluxe". I inserted a photo in this review of our first room, quite frankly, it does not do the room justice.
Additionally, when Weston advertises that the room has both Heavenly Bath and a shower, I take this to mean that there will be both a bath and a shower in the room. Instead, this is their marketing speak for bath products or something like that. If they want to engage in such marketing speak, then they should clearly include in the room description that it has only a shower and not a bath.
Jason at the front desk did do his best to change our room, which resulted in a room that was in fact a corner room, however, it still only had a shower in it and not the advertised bath. The new room was fine, but the damage had already been done from my perspective. At the end of the day, it was still a disappointment for what was supposed to be a special day and one of the few times we get to spend away from out kids. When you try to plan something special for you spouse and buy into the "grand deluxe" marketing, it really was a let down and disappointment when we walked into the room and put a damper on my evening.
A paying guest should receive what they are promised, they should not have to head back down to the front desk in an attempt to receive the room that they paid for (and in my case, I didn't even get that).
To make matters worse, I cancelled a room at the Hotel Ivy to switch to the Westin, a move that I now regret.
Buyer beware, I really felt like I was getting the bait and switch.
Be careful when the booking description says "corner room" as this does not mean that you...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Westin Guest;
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Please accept our apology for the misunderstanding you encountered due to our website information describing our deluxe rooms. We do mention that it is a room with a Heavenly Bed and Bath. In our king deluxe rooms, the room has our Heavenly Shower as a part of the signature Westin Heavenly Bath. I am sorry for the confusion as the room does not have a bathtub. In no way is our intention ever to mislead our guests on our website room descriptions. I am pleased to hear that the room was changed immediately by our front office team in an attempt to rectify the situation. Our goal was to provide you and relaxing night away for your special occassion and unfortunately we did not exceed your expectations. We hope that we will have the opportunity to regain your confidence in our Westin in for a future visit with us. Thank you again for your review of our hotel on Trip Advisor
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.