I had the displeasure of staying at the Westin Hotel, Tamuning, Guam. Based on the limited number of staff personnel I dealt with, I would rate the staff as less than average in regards to knowledge. Upon check in, it took two people to figure out how to pay for my stay up front. When I asked for an itemized receipt for the stay, all I got what a receipt for the total. When I requested an itemized receipt the following day, I was told that was not possible because the auditors do that at night and my nightly charges could not be itemized until the end of my stay, though my bill reflected a negative balance, meaning I already paid for my room charges less incidentals.
After checking in the first day, I found the room to be very small and cramped. I was also extremely unimpressed with all the mold in the shower and rust on the fixtures in the bathroom. For a high end resort hotel, this was completely unacceptable (mold). The towels smelled horrible and resemble sandpaper.
As for the balcony, there were no chairs or table so it was impossible to sit outside and relax and enjoy all the sights and sounds. As far as sound, the soothing noises of all the buses and traffic below my room did little to help me get a good nights rest.
The phone handset in my room did not even work that wellI as those I tried to call had difficulty in hearing me.
On a good note, the beach at the hotel is amazing. I didn't even consider trying the restaurants as I was so displeased with the quality of service and staff at the hotel. I looked elsewhere for dining as there are a plenty of choices within walking distance of the hotel.
Now I expect to see a "I am sorry" response from the hotel. All that really needs to happen is for the hotel to hire a new housekeeping manager or relook at their maintenance and inspection program for the rooms.
To think this is what my Service to my country gets me after returning from a year long deployment is simply dissatisfying. I wasnt expecting the royal suite but I should be entitled to a mold free room just like any other paying customer.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 20, 2012
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We sincerely thank you for choosing the Westin Resort Guam during your recent visit to our beautiful island, and for taking the time to share your thoughts and experience.
We want to express our sincere gratitude and our highest respect for your services to our country. It is truly unfortunate, and we are sincerely regretful that your stay and experience was not upto your expectation especially during your R&R away from deployment. We have paid attention to your valued comments and have addressed your concerns about lack of knowledge by our Front Office team on your billing, the smell of mold in the rooms and the quality of our linen, Unfortunately the Hotel had to remove furniture from balconies some time back due to the safety concerns poised by high winds frequently prevalent on Guam. Your feedback will help our team reflect and strive for continual improvement. Thank you again for taking the time to share your experience and we sincerely hope that we have the opportunity to welcome you back so you may experience a restful and pleasant stay.
Until next time, be well!!
With warmest regards,
The Westin Resort Guam.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.