Complain about a product or service

Westin (Starwood Hotels)

Sungno of bismarck, ND October 11, 2009

I've ordered pillow with paying 17 delivery charge and it explained it would take 2~3 days. I didn't get it until it passed one week so I asked them about it and they said it would be shiped out soon. it's already been one week. when I got it was already two weeks passed. paying 17 for only deliver and get it two weeks later wasn't pleasant. They didn't even ship it until one week passed. So I accused them about this and they kindly answered. Ms. Yoon. bluh bluh bluh. I'm not Ms. I didn't even mention about this. I thought it's insulting. So I replied that I want my shipping fee back. and appology of insulting. What they answered was within two weeks delivery is what they guarantee so there's no problem. That was it. So I replied again. If you don't apologize what you mentioned on me as Ms. you really meant it to insult me. Since then I haven't got any answer. 1. They charge people with inappropriate delivery fee 2. They insulted customer with sexual harrassment.

Jacquwlyn of Hazel Crest, IL September 30, 2009

I was contracted to do Chair Massage for Employee Appreciation Day. I was to work 4 hours on September 17 and receive 100.00 and a Gift Certificate for a 1 night stay. They cancelled the afternoon before and refuse to pay my last minute cancellation fee. Unable to schedule clients at that late date so no income at all that day.

Donna of Browns Mills, NJ August 19, 2009

I've paid and stayed at the "WESTIN HOTEL" at Detroit Airport for at least once a month. Every time that I complained both verbally and by a written comment on the dirty hotel bed sheets, and the condition of the room they didn't apologized to me. Although they have my address and e-mail information, never have they contacted me. For the overprice of the room, I should've had at least a clean room with clean sheets. The Price comes to at least 450.00- for teh times that I had to get a room overnight for various times a month.

Seymour of Garland, TX July 12, 2009

The hotel refused to honor the Internet rate that I booked and refused to honor the AAA card that they showed as a discount on the Internet for my Oceanfront Room. When I had to move to another room poolview, because the oceanfront room did not have a balcony or patio as promised, they refused to honor the poolview rate as shown on the Internet or give me a AAA discount.

I negotiated through Westin and got everything except the AAA discount for the Poolview room which amounts to 158 for 5 days. The original overcharge was 549. They refuse to settle. 3 times I attempted to talk to the General Manager, a Mr. David Y and was turned away. They also pushed my hand away when I attempted to show them the AAA card.

Joanne of Pasadena, CA November 19, 2008

Joanne of Pasadena CA (11/19/08)
In September of 2008, I paid for a 10 day stay at the Westin Pasadena that ended on 9/30/08. My daughter accidently left her wallet in the room with her ID and 881 in cash. The wallet and it's contents were returned, but the circumstances surrounding the event have yet to be disclosed to me regardless of my repeated attempts to secure this information. The reason I chose the Westin was for security reasons while my husband and I attended to some legal difficulties. I was under the impression that my family would be safe there and our privacy respected. I was wrong.

Upon returning the hotel on 10/01/08 to inquire about the missing wallet my daughter and I were told that it had not been turned in. We inquired over the next couple of days by phone and in person. Each time we had been turned away empty handed. After two weeks ~ 10/16/08, my daughter received a phone call stating that her wallet had been found. We arrived to pick it up and again were left waiting for an extended period of time and left without the wallet.

When we finally did receive the wallet a day or so latter we were told that the hotel had tried to call on more than one occasion and was told by someone that we did not reside at that phone number. This is curious since the number they had on file was my cell number and my daughter's cell number. To date, I have not received a detailed report of what occured during this time period when the wallet was missing, who found it (so they could be rewarded), what person they spoke with that was supposed to be on my phone and why it took over 2 weeks to retrieve a wallet that was found the day after we checked out. This whole experience has been very disturbing and I would like a detailed report of the incident. To date, the Westin has been giving me the run around and the Mgr of houskeeping (although a pleasant woman) has been unavailable for one reason after another. Yesterday I spoke with the general manager and he too proved to be of no help. Please let me know if you can assist me in this matter.

My family and I feel very violated by this experience and we would like some answers. And the respect that should have been in place from the beginning.

Jonathan of San Francisco, CA November 17, 2008

Jonathan of San Francisco CA (11/17/08)
I tried to reserve a room at Westin's Puerto Vallarta resort using their web site. starting 11/15/08. I received a message that the system is temporarily unavailable.For assistance, please call 866. When after repeated calls to that number, I was finally told that the advertised rates were unavailable and offered a rate 150/night higher.

I wasted several hours re-trying the web site and waiting on hold on the phone before being told that the only available rates were considerably higher.

Lagoge of Casselberry, FL July 26, 2008

On 30 June 2008 I checked into the Westin Hotel for National Education Association Annual Convention I Checked out on 1 July 2008. This one night stay was to be split between another guest and me. They asked for a credit card and I asked why? I will pay at check out. He said, "we will not bill your card for your stay but we need it for incidentals." "At check out I can use what ever payment I choose."

Upon check out the next day, the front desk would not accept my payment. They said. " it was already paid via a corporate account." I insisted that was not correct and I wanted to pay my share for the room. Again he said. " I am sorry but the room charge is already taken care of." I informed the other guest what the Hotel said and told him I would just pay him my half. He said we will just settle up when he and his other roommate checks out on 7 July.

On 7 July when he and his roomate tried to check out the hotel would not accept there payment either. They were also infomed the bill was already paid. About 2 days later I had a charge of about 1400 dollars charged to my Visa Debit card from the Westin Hotel. I immediatly called and the charges were taken off and a few hours later my Visa Card was credited back the money. This was on or about the 8 or 9 July 2008. on 22 or 23 of July I notice the charge was back on my Visa Card. I called the Westin and talked to Erica in Accounting and was informed the other 2 guest did not pay their bill and since the hotel had my credit card on file I was billed their charges.

I informed her I only stayed one night and they stayed 1 July until 7 July and it was not fair for me to be responsible for someone elses bill. I had checked out the hotel and now being charged for nights when I did not stay there. Now, over 1400 have been taken from my account and according to Erica and her Supervisor there is nothing they can do until the other two guest pay their bill. This is very upsetting and disturbing for a Large Prestigious Hotel as the Westin to act in such a childish and unprofessional manner. The facts are, they lied when they said my card will only be held for incidentals and would not be charge for the room! Erica lied by stating she would not send the charges thru again after I informed her my bank credited my account, but she did send them through again.

They lied by stating there was nothing They can do until the other guest pay their share of the room! However on the 8 or 9 July one of the hotel receptionist did reverse the charges. It was done once they can do it again, however, they choose not to. Now they are telling me I must become a collection agent/bounty hunter for the Westin to compell the other guest to pay their bill so I can have my funds released back to me! This is totally absurb. It just doesn't pass the common sense test! Now I must go without money for my family for the next several weeks until I start back teaching.

The Westin should not be allowed to extort money from their guest and charge them for nights they did not stay. I was told the only way I can be refunded my money is when the other guests decides to pay. One of the guest is on vacation in Louisianna and is suppose to return next week back to Florida. Not sure of the other quest status other then saying he will pay is share....not sure when. The bottom line is this is blackmail and extortion. As a school teacher with limited funds I do not have the funds to fight this in court my pockets are not as deep as the Westin's. Please help me.

Gabby of Chino Hills, CA May 16, 2008

On 4/22/08, I reserved a two night stay with the Westin Casuarina Hotel, Casino & Spa with Tammy, a representative from the hotel. We were given a lowered price from 159.99 to 149.99 by Tammy and given a package offered by the hotel called the LAS VEGAS SHOW PACKAGE. I was very happy and I even went online to compliment Tammy on a job well done! I called 5/8/08 to confirm my reservation but was informed my package was not given indicated in my stay. I was told to talk to REVENUE DEPT. upon arrival.

Then, I went online to complain about he situation and received an e-mail from Susan, a customer service rep. online, who informed me to contact a manager at the hotel on 5/9/08 which I did.

On 5/9/08, I checked-in and asked to speak to a manager. I told him my situation, printed out the e-mail which I received from Susan and he said he'd get back to me. He didn't get back to me until the next day. The next day I was told by the REVENUE DEPT. that they could only accomodate 20.00 for the package which included: Two Show Tickets to Bodies Exhibit at Tropicana or Folies Bergere Daily 25 Breakfast Credit , Per Person for In-Room Dining or at Suede, Daily Newspaper Delivery, 4 p.m. Late Checkout (Based Upon Availability). Is this fair enough? I don't think so. I will never stay at this hotel and either will my family who stayed at the hotel as well.

Daman of Burien, WA April 2, 2008

hi my name is daman and i have a problem i stayed at the westin hotel of seattle over the last weekend and i valet parked my vehicle and i had a valuable item stolen out of my vehicle i told the westin about it i talked to there manager and they said they would let me know by wednesday. i made this report on sunday of march 30 and i talked to them today and they said they found out nothing about it and then they said we are not liable of any lose items they never told me that when i parked my car nor did it say in the parking when they valet parked my vehicle and they didnt tell me when i filed the complaint on sunday.

so they said they are not liable for any lose items that means the workers can steal anything they want out of your vehicle and im suspecting im not the first one that this has happend too. i even have the parking dash tickets that were on my dash and the number on my keychain, and i have 3 witnesses that were with me that was my family and 2 friends that were with me on that day and they saw me put my ipod in my glove box. so then the manager said i can file a police report but i know that wont do any good and the manager didnt speak he just was quiet if means you should take all your lose items out of your vehicle does that mean we have to take out our registration and insurance out they could of stolen that as well that company has a big name.

i wouldnt have pressed charges if i had gotten my item back but i havent got it and i would like to press charges as soon as possible ( the item was a 80 gb video ipod)

Mrs of Herts, AL September 25, 2007

I was 50 on 17th Sept this year. My husband had planned and paid for a 5*+ trip to Canada. We flew Club Class from the UK to Vancouver, then travelled on the Rocky Mountaineer (Gold Leaf) to Calgery,(arriving at The Westin on my ACTUAL birthday, before flying to Toronto. Our Agent had assured my husband that they had booked the 3 best hotels in the cities that we stayed in. The Fairmont Waterfront Hotel in Vancouver, The Westin in Calgery and the Fairmont York Royal in Toronto.

The first two stages of our trip exceded huge expectation. When we arrived at The Westin 2 hours later than expected, we went to check in and on using the computer, the front desk manager said that 'this application must be open somewhere else'and disapeared We were immediately suspicious! When he returned he declared that there had been water damage to our room, but he could offer no us alternative as their was a conference that evening in Calgery. At his request we followed him down some dingy, off the beaten track, corridors to what was obviously the conference room area of the hotel. He tried many locked doors and eventually was successful. We were presented with a huge function room with 2 metal 'put you up' beds.

We could not believe it. We asked for an alternative and he informed us that because of the conferance that night and there were no rooms. My husband asked him to find us another hotel, then asked that as it was the day/eve of the whole purpose of our 7k trip that we would appreciate a bottle of champange and a decent room for the night. The Manager found us a room at The Great Western Hotel next to the airport about 25 minutes away. The 'Champagne' turned out to be sparkling wine, and was actually confiscated at customs!

He had clearly 'resold' the room as we were late, as demand was high due to the conference. We are amazed that a hotel of this supposed calibre is prepared to 'cash in' and sell a room twice at a risk of customer satisfaction.

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