I have written a long letter to Starwood properties regarding our terrible experience at this Westin. After booking this reservation in October, I had called this hotel specifically myself on 3 different occasions prior to our arrival last week (Feb. 4, 2013). I called to verify our ADA room for my handicapped husband: an ocean view, one bedroom, deluxe with a roll-in shower. Three empoyees at the front desk (I have all their names and the dates I spoke with each one) assured me that the reservation was perfectly fine. However, upon our arrival, we found we had no reservation for this particular room. Long story. We were placed in a studio with ocean view and a roll-in shower (no shower chair; I had to request this) for the night, to be moved tomorrow. The following day, after much grief, anger, and frustration, we were placed at 5:00 p.m. in a pool view room, one bedroom with a roll-in shower because ADA requires proper accommodation for the handicapped, but certainly not deluxe and not with an ocean view. The excuse was that they have limited ADA rooms and they were "fully booked". They broke our contract; they did not honor our reservation. This vacation was ruined for us. I spoke with a number of different managers and personnel at this resort during our stay. They offered us token resort credit and Starwood points (we are members), but they could not give us back the week that we lost to poor management and corporate greed. When a couple checked into the room next to ours, shortly before we left, they complained loudly that they had booked an ocean view room but not this pool view room. They were moved immediately, apparently to a better room. Why were we treated differently from them? We are not young; nor are we in good health. Time is irreplaceable to us at this stage in our lives. We were not treated well. If you need an ADA room with specific facilities for your disability, I strongly suggest you obtain written confirmation from this hotel for your reservation. If it is not provided, I suggest you stay where your handicap will be properly accommodated and you actually receive the room you booked. This experience represents only a bitter memory for us now.
Avoid the pool area if you want a quiet room or an ocean view. We had a great view of children usin...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 14, 2013
Aloha and Mahalo for your review. As it is our commitment to provide you a renewing and relaxing stay, we recognize that we clearly missed the mark in your case. Please accept our sincerest apologies for your inconveniences. While we know that we can not give you back your experience, we are truly appreciative that you allowed us the opportunity to work with you and make the best of your stay. Rest assured that this is not representative of our standards and we would be grateful for the opportunity to provide you with a positively memorable stay filled with memories to last lifetime. Thank you again for your valuable feedback and we wish you and your husband a Happy New Year.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.