I wish that I could leave a bad review, but we never got past the front desk. We had made reservations for a Premiere Suite weeks in advance. This was going to be a special weekend for my husband and myself. Arrived at about 4 pm...a little after their official check in time. The woman at the front desk confirmed out reservation and pointed out on the map, the 2nd best room the offer. Not the premiere suite we had reserved and paid for. I told her to check again because we had specifically reserved then top floor end room...the Premiere suite. We showed her our reservation confirmation and she acknowledged it very clearly stated PREMIERE. She began clicking away at her computer, obvisously flustered and having no explanation...or so she said. Phones rang, calls were taken and we continued to stand there, waiting for a resolution for our missing room.
She then stated that they didn't have any Premiere Suites left and that all they had was the one one floor down and "near" the end....basically a spare broom closet. I asked her to get the manager on the phone, which she did. After being informed by the front desk clerk what was going on, the first thing she (the absent manager) asked me when I took the phone was, "how can I help you". Well it was clear that it was up to her as to how this should be rectified. Why must I tell a manager how to help me. I explained to her again that our reservations were made weeks ago, and that now we have no room. Her explanation was that reservations are moved around all the time!!!
Reservations MOVED!!??!! Whats the point of making a reservation if you can just walk in off the street and get any room you like???
Meanwhile, a young woman was asking questions about her room and how they could pay for it. I glanced at the map that was given to her and what do you know, she had our room. Apparently they strolled in and they gave that couple the very best room they have.....OURS!!!
My discussion with the manager got no where, and the clerk not the least bit helpful so we just turned around and left.
Don't stay here. The hotel does not honor reservations!!
The Management lacks either the authority or caring to make errors right.
Go someplace else.
For the almost $300 per night price tag, you could get alot better service even without a reservation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 29, 2013
We are surprised that you have left such a bad review since you never got past the front desk. Your review is very unfair and as you can see by the other reviews your experience was certainly not typical for a stay at Westwood Shores. I apologize that there was an error in the reservation process and there was not a premiere suite awaiting you upon your arrival - as we explained that was an error on our part. It is unfortunate that you did not even look at the suite you were offered, as it is our best 'standard" unit and very close to the water. Your description of the unit is unfair since you did not even take the time to take a look. The desk clerk was flustered as you described, but also extremely apologetic and immediately called a manager. She apologized, offered some other options and you hung up and stormed out of the property. We would have loved to have made the situation right but were really never given that opportunity. Your review is full of misinformation from the rates quoted to the service you received, we have asked to have it removed from TripAdvisor however, at this point we believe our other reviews show our true colors and do not want to continue an online battle - we are very sorry you were unsatisfied.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.