I was redeeming mileage reward travel in November 2013, and this property was one of the few in the area that was not "2 stars" or less. However, while the hotel was overall a safe, clean and relatively pleasant place to stay I have rated it POOR as it is a Westin in name only. I question when this property was last (if ever) reviewed for its 4 stars. The condition of my room, and the property in general, was sad and dated, despite apparent attempts to add spit and polish to dress it up.
Having previously found Westin properties across the country consistent in their policies and hospitality, I assumed all were managed by Starwood. However, that's not the case. Through some Faustian deal,the Govenor Morris is managed by a Florida hotel management company called Island Hospitality Management. This appears to be the only Westin they manage in a portfolio that includes mostly Hampton Inns, Residence Inns, and the like. Let's just say that a rose by any other name might smell as sweet...."but this place ain't no rose."
1.) Failure to inform me in advance of my arrival of special additional charges ($50 per night, per pet) for my "pet friendly" room,
2.) Completely absurd and legally questionable damage waiver,
3.) HORRIBLE PHYSICAL CONDITION OF THE ROOM (making the above waiver even more ridiculous!) - don't take my word for it - take a look at the pics.
4.) Completely inadequate response by management when made aware of the issues during and following my stay.
Apologies are not remedies, and become insincere and trite when actions don't back them up, and explanations are only excuses for poor performance when they fail to fit the facts.
FAIL: FOR NICKEL AND DIME HOSPITALITY.
If you can't afford to sell a room at the rate you are selling it, raise your prices. Don't gauge me with ridiculous fees and explanations for them that are not supported by the facts.
FAIL: MANAGEMENT'S CLAIM OF ROOMS BEING SPECIALLY CLEANED TO REMOVE DOG
HAIR WHEN YOUR STAFF DOES NOT EVEN HAVE THE TIME OR RESOURCES TO CLEAN
AND FIX BASIC AMENITIES.
My room had cracked mirrors, leaking faucets, stained and mildewed tubs, dated and poorly installed bathroom fixtures, mismatched broken windows and trashed blinds, and an unplugged uncharged phone all undermined my sense of value, quality and overall cleanliness.
FAIL: MANAGEMENT'S RESPONSE TO MY DOCUMENTED COMPLAINT.
Corporate was gracious and apologetic in response to my concerns.
Local management offered rebuttle.
The Front Desk Supervisor claimed my concerns were the result of High Occupancy the week prior...
Seriously? YOU'RE A HOTEL!
These problems were the result of long term neglect and lack of attention to detail, not a busy week.
The problems in that room did not get that way in a week's, or even a month's time.
And even if that were the case?
Then take that room out of service...unless its no worse than every other room on site.
If management can't provide a room that measures up to the standard for proper cleaning and good repair, then shut down until it can....or drop the Westin name, and folks with 4 star expectations will stay elsewhere.
Westin in name only - better price and equal value to stay somewhere else.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mike S
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Please let me appologize for your incoveniences and your dissapointing stay with us. We strive to meet and exceed your expectations and we are dissapointed as well when we fall short.
If you would like to reach out to me at firstname.lastname@example.org I would be happy to discuss this further wtih you and appologize in person.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.