I am a regular business traveler who has been a frequent guest at the Westin in Philadelphia. Although, I have been quite satisfied by my previous stays, my recent interaction with the hotel's management has been quite dissapointing.
During my last stay at the Westin I cancelled an upcoming reservation with the front desk and received a cancellation number. It turns out that the desk clerk forgot to cancel my reservation and the hotel charged me a full nights stay, $ 397 for a " no show" reservation. When I informed management that I had indeed cancelled and received a cancellation number, I was told that " This was inconseqential" and I would not be granted a refund. I was told that the even if the front desk clerk had made a mistake, it it was my responsiblity to make sure the hotel had followed through.
I was shocked that hotel managment responded inn this way. Mistakes happen, but to have the hotel, ( 1) refuse to take responsibilty, ( 2) blame the guest and ( 3) respond in such an arrogant manner is something that suprises my greatly. When spoke to Westin customer service, I was informed that this was an independetly owned hotel.Perhaps that explains it., but it certainly does not excuse it.
The beds may be very comfortable at the Westin Philadelphia, but thier attitude toward customers is frightening.
- Official Description (provided by the hotel):
- Situated in the heart of a city rich with history, The Westin Philadelphia is convenient to Liberty Place, upscale shopping, award-winning restaurants, museums and historical attractions, including the Liberty Bell, Independence Hall and the Constitution Center. Our hotel features 294 guest rooms with 19 suites, business center, fitness facility, and on-site dining at citygrange. ... more less
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- Also Known As:
- Westin Philadelphia Hotel Philadelphia
- Philadelphia Westin