Let me begin by saying that I have stayed at this hotel several times, and after my stay on October 19th I will not be returning. I arrived for check-in at 3:30. Granted this is normally the time that others are checking in, however, the overall staff (front end and bell hops) were very over whelmed that guest were ACTUALLY arriving, go figure! There were only two luggage curbside rails for guest to use. This caused a back up of not just people but their cars, as they were blocking the entrance and road in front. Once inside, things were no better. There were five people standing at the front with zero productivity taking place. My pet peeve is to have a multitude of employees present, yet the service is still slow and exasperated. There were lines formed of guest waiting to be checked in. Once in my room, the first thing I noticed was a thick smoke smell. Don’t get me wrong, I know that there is no foul proof way to prevent people from smoking, but there should be a method were the hotel can purify the room so that the next guest does not have to endure the smell. Due to the hotel hosting several wedding guest, which the front desk guy stated several times as the reason they were so busy, I was unable to change rooms. Moving on. On the bed I noticed I had four pillows with no pillow cases. I saw housekeeping in the hall and asked her for pillow cases, I had no problem with putting them on myself. The house keeper looked at me with the most perplexed and dazed looked; there was obviously a language barrier. She was no help so I called housekeeping. This Westin allows a late check-out on Sundays which is convenient. What wasn't convenient was someone knocking loudly on the door at noon on Sunday asking me if I knew when I was checking out. This annoyed me. I told her "Yes, I am checking out at the time the hotel provided me with which is 3:00 p.m!” she apologized but the damage had been done. Bottom line, I have no idea what happened to the quality service that this hotel once had. Currently, they are staffed with individuals who apparently are not skilled at multitasking or handling an influx of guest. Final words, spend the money elsewhere. There are several hotel options in the area and although this hotel has the Westin name, it lacks that elevated level of service. Hope this helps.
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