Upon arrival (10-13-12) we were assigned room 402 in a few minutes. When we entered our room around the corner from the gym which was cool, it went downhill from there. The room was large with a small couch. The seat cushion on this couch was too small and left spaces on either side. There were also stains of unknown origin and rips/holes around the couch.. The carpeting appeared dirty looked like it hadn't been vacuumed in months. There was a long piece of black tape under a large square coffee table that was perhaps hiding a rip in the carpeting. A Murphy bed was installed in the room which was bouncy, low to the ground, lumpy and very uncomfortable. When I called the front desk for an explanation (we reserved a room with a king sized bed and requested late night check-in the day before with assurances our room would be held and there was no mention of a "first come first served" policy at the time), the first story we were told by James was that there is a king bed in room 402, I explained is was smaller and resembled a queen when James offered to come to the room and measure it. He finally conceded room 402 comes with a Murphy bed. Why lie in the first place James? I then asked James why we were not assigned the room type we reserved. He explained "its first come first served, thats the way we do things here." So reservations don't matter at the Westin. This is an F. U. attitude if ever I heard one. Like we were being punished with a bad room for late check-in. We are not preferred guests or members of the club as this was our first visit to a Westin hotel and we wanted to wait until we experienced the ambiance before deciding to join. Upon further questioning, James finally admitted that room 402 is a meeting guest room for business people. He assured me the couch pulls out into a bed. Meeting style rooms should NEVER be assigned to guests unless specifically requested, James. Additionally, no ice bucket was in sight and when we requested one, we were told none could be found. The Westin does not have enough ice buckets to go around? Not a good thing for an upscale hotel. When we discovered the couch did not pull out into a bed (around midnight), we called for a roll-away bed for our son. It was around one am before we settled down for the night. My husband and I couldn't sleep due to the stress, aggravation, and discomfort with that awful Murphy bed. We stayed at other hotels which are not as high class as the Westin purports to be and checked into rooms we reserved which always included a microwave and waist high mini-fridge. Neither of these can be found in Westin rooms but they could take a cue from their "lesser" competition. There was a mini-bar that comes with a $100 hold on your credit card. It takes two weeks by the way for the hold to be removed from your card. Ridiculous and WTF. I complained about the room assignment again at 11 pm where a front desk attendant named LEONARD took over for James. He repeated James's mantra saying "first come first served....don't you understand? No LEONARD, I don't and how dare you talk to a guest like that! When I pointed out we reserved a room with a king sized bed, LEONARD replied "everybody reserves a room with a king bed, we can't give it to everyone!" LEONARD said these words in a high-pitched voice with a rude and dismissive manner, emphasis on the DIS. Whatever LEONARD, it is obvious you are not well-trained and should go through re-training or be DIS-missed yourself. Perhaps you are not trainable LEONARD. It was not until the next day when I discovered only one conference style guest room exists at the Westin which doesn't explain why we were assigned this room when guests were checking in late after us. Did they get our reserved room? So much for "first come first served". No explanation was given but I sure would like to hear one from Westin's management in this forum.
On a positive note, Joanne Woo brought us a roll away bed with a nice comforter among other things we requested. Joanne is a very professional, understanding and kind person. Someone compassionate like her should be at the front desk as she knows the true meaning of guest services!
Early the next morning, I explained our grievances to the front office manger (after spending a considerable amount of time the night before complaining to Hotels.com), Karim Ware. He was very understanding and agreed to a full refund for the nights stay. I am grateful to you for understanding our circumstances and aggravation Karim. You are an excellent manager with a heart. We also enjoyed a free breakfast with a card from Joanne for the three of us (James pushed two breakfast cards under the door later that night as compensation for our botched reservation. The refund and breakfast was acceptable but we really wanted to like the hotel and our reserved room, unfortunately it was not to be.
Hotels.com management also promised a $49 refund for parking as we were informed by the reservationist that parking was included in the room fee. We called Hotels.com with our credit information to get our refund on the room and were informed that parking will not be refunded because Westin refunded our room fee. What does one have to do with the other? Any comments from management at Hotels.com?
Don't let them stick you in 402--this is a business meeting guest room with a Murphy bed.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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On behalf of the entire staff of the Westin Philadelphia, We truly apologize that you had a less then pleasurable experience, we hold...
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.