I don't generally complain but because I am a general fan of Westin Hotels when I take vacations, I thought it would be meaningful to write of my disappointment during my recent stay earlier this week.
After a long road trip, we were disappointed to be told when were arrived to check in at 6pm by the young lady at the front desk the room was not ready- no further explanation was provided. When asked for an estimate the response was that there was no way to know- again no explanation was offered. I would have been better customer service to offer a comp for a drink or parking, or even just an apology- any of those would have been fine for me. Also, no general info about where to find things were given upon checkin (gym, ferry, elevators, parking area). I only found these things when I specially asked. Westin grounds are expensive, so maps for your guest would be helpful. Anyway, the room was ready around 8:15PM. By the time I finished my dinner, got back over on the ferry and pulled the car around, no

After a long road trip it was not a great experience when we arrived around 6 PM for check in, to be told by the young lady at the front desk that the room was not yet ready- no further explanation was given. When I asked when approximately it would be, she didn't know- again no further explanation given. While I can only assume this was most likely related to staffing shortages, a better customer service response could have been provided - a comp for a drink, a day of free parking or even just an apology for the inconviemc etc. Really anything besides "I don't know" would have been fine for me. Also, no basic info was provided upon check in about where to find things (e.g. the parking lot, gym, ferry, elevator area). I only got this info when I specifically asked for it. The Westin gronds are expansive, so a basic map would have been very helpful for your first time guests to have at check in so we don't have to wonder. Anyways, the room was finally ready around 8:15 PM. By the time I finished my dinner I already had in progress, returned on the the ferry, and pulled the car up it was 9:30 PM. With no Bellman services in sight (again, one assumes the time of day and staffing), I self-serviced my own luggage to my room located at the furthest point from the the elevators (#1135), only to find my room keys did not work. I was given new keys, again with no concern of the poor customer experience. The room overall was clean and comfortable, however after unpacking that evening, I discovered a sizable wad of someone else's hair strands in the corner of the bathroom floor-honestly by this point, I was too tired to even contemplate reporting the issue and getting another dose of "consumer service" from the desk staff , I unhappily just cleaned it up myself and went to bed.
Areas I did enjoy about the hotel: the salt pool and grounds were beautiful and well maintained, the ferry was convenient and ferry staff was actually VERY helpful in answering my questions, general room comfort was good and river view was great. If not for that, the rating for this stay would have lower.

Traveled over 9 hours to find out reservation that I made was cancelled because I did not fill out form attached to email with payment update. They said card was declined even though 3 days earlier the card increased my credit limit to $10K and I have no balance. When I got email I didn’t see attachment so I updated payment info online and replied to email. I then found out that person that I emailed was off and manager called hone phone but not cell phone...we were out and I didn’t get message. We are in 2021 so I should be able to update payment online or through the app! I also checked into room online so had no idea there was an issue.

When I got there they were not sympathetic and couldn’t care less that we had no place to stay. Horrible experience all way around!