Complain about a product or service

Westin (Starwood Hotels)

Susan of Fredericksburg VA (5/1/05):
I booked three rooms at the Westin in Freeport on Grand Bahama Island last week for December 23-28, 2005 (7 1/2 months in advance). I inadvertently booked smoking rooms instead of nonsmoking rooms. I have spoken with two people at the reservations desk at the Westin and one person at the corporate office - all indicate that the rooms cannot be changed to nonsmoking because I booked them online.

When I asked to cancel them then, with the thought of rebooking, I was told that the cancellation penalty is one night's room times the three rooms. The price of the rooms ranges from $239/night to $279/night, so the cancellation fee (especially this far in advance) is exhorbitant. The person at the reservation desk told me that Internet bookings are locked in - no changes to anything about the reservation.

I also found a much better rate on Orbitz.com for two of the rooms about 20 minutes after I booked the rooms on the Westin site. I called immediately and they told me I just had to complete a form to get their Best Rate guarantee. I have emailed and been refused the better rate about 5 times. Each time they totally ignore the rate I indicate I found (and have in writing) and say I will just have to pay the original rates, stay in the smoking rooms, and they are sorry that I am so frustrated. At this point, I would like to cancel all of the reservations (without a penalty) and start over.

Saraaj of Houston TX (2/11/02):
My husband is staying at this hotel through 2-15-02. He checked in on 2-1-02. He is staying there while working for Freeman Decorating Co. Ever since he arrived, he has been harrassed by Security Personnel. He has been followed when leaving or upon entering the hotel. He was followed to the elevator and questioned in front of other guests as to why he was in the hotel. He was asked for his ID and then prevented from going upstairs to his room after it had been established that he is a guest there.

He is denied help getting a cab until several other guests who come after him have been accommodated. The General Manager of the hotel, Jurgen Schafers, was present when two security guards and the desk clerk were insulting him, and he did nothing. The same thing happened last year when he was staying there. I have written letters to their coporate office, but all they do is refer the matter back to the General Manager.

My husband has suffered extreme embarrassment and humiliation. Guests of the hotel have witnessed him being followed and questioned by Security. Other guests were present when he was kept from going up in the elevator to his room. When he complained to the Security supervisor, the guards stood back and laughed at him. He is paranoid when he has to leave his hotel room and paranoid when he returns. Every time he goes into the lobby on his way out of the hotel, he is given a hard time by one employee or another. He is extremely depressed about this. His whole trip has been ruined. He can't concentrate on his work, worrying about what is going to happen next. He is a victim of racial profiling.

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