Dear dmasonmd, Thank you for sharing with us about your experience. I am truly sorry to read that you did not enjoy your stay due the several inconveniences experienced, please receive my most sincere apologies. We take your feedback very seriously and we will work on the opportunity areas mentioned. Trust me that Guest satisfaction is at the core of our goals, I would really appreciate an opportunity to discuss further with you. My email is yair.hernandez@whotels.com Please feel free to reach me anytime, it will be my pleasure to properly follow up this situation. I hope we can welcome you in the future to create a really W Experience. Best regards. Yair Hernández WW Manager