Family weekend and picked the Westin because I thought it was a high end hotel and with the building being a prior bank made it an interesting place to stay, as this was a family get together that we do once a year and want it to be in a special place. They only had one of our two rooms ready and basically said they were overbooked and didn't know when they might have a room ready for us and to just keep checking back. I made the reservations 3 months in advance and paid for "city views". The one room we did get, looked out onto an electic box and another brick building a couple feet away, I guess that's what you see in the city! The beds were comfortable, bathroom towels had yellow stains on them, room was average, nothing special - seemed dark and dreary. There was a huge mix-up in our billing, I had paid cash for rooms when we checked out but they had also charged my card which was on an account that has auto pays come thru so I had things rejecting from my account which was a mess to work out. We did finally get a second room after demanding 2 single rooms since they were available and they were out of the doubles which is what we had booked. Seemed like a simple solution to me from the very beginnning but instead they wanted us to keep checking back to see if something became available, hello, that's why I made reservations 3 months in advance! The year before we stayed at the St. Paul Hotel for the same rate as the Westin and it was far superior. After I sent back my survey for the Westin, I did receive a call which at least showed me they care, however, I called back several times and was never able to talk to the gentleman that called but was able to make contact with someone else at the Westin thru an
e-mail. We received an apology and they requested we give them a second chance but I declined as times are tough and I would rather spend my hard earned money at the St. Paul Hotel and know that I'm getting the best vs. taking my chances again on throwing my money away on another bad stay. By the way, the bar in the hotel rocked - great customer service and drinks, friendly bartenders - if the rest of the stay was as good as what we experienced at the bar, there would have been no problem!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 30, 2013
Thank you for your feedback on your experience while staying at the Westin. Please accept my personal apology for disappointment during your visit with the delayed check-in and room assignment. I am sorry to also hear that there was confusion on payment that you have mentioned. Thank you for your positive feedback on our BANK Bar and the enjoyable time you experienced. Your comments have been reviewed and share with the appropriate managers to insure these issues do not affect our future Westin Guests. Please feel free to contact me if you would like to discuss this unfortunate experience with your stay in greater detail, as our goal is to have you back for a future visit
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.