Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Formal ****************************************** Dear Management,I hope this message finds you well. I am writing to formally file a complaint regarding an unfortunate experience I had during my recent checkout on October 6th,2024, in Westin ***********************************While checking out, I encountered a manager named ****** who exhibited an arrogant attitude and seemed unwilling to assist with my Marriott Rewards points. I was particularly taken aback by his dismissive demeanor when I mentioned the issues I faced during my stay, specifically regarding the broken air conditioning in my room (#***). Instead of addressing my concerns, he referred me to the other manager in a manner that felt both disrespectful and condescending. Despite my efforts to explain the situation and seek assistance with my Marriott Rewards membership, ****** ignored my comments and failed to provide any help. His lack of willingness to assist and his poor customer service were highly disappointing, especially coming from someone in a management position. I believe that individuals in management should exemplify the values and standards of the Westin brand, and unfortunately, ******** behavior did not reflect this. I hope that you will take this feedback seriously and address this matter appropriately to ensure that future guests do not have a similar experience. Thank you for your attention to this issue. I look forward to your response. Sincerely, **** and ****** **** ************ *******************

  Business response

  11/12/2024

  Dear **** and ****** ****,
  Thank you for sharing your recent experience with us, and please accept our sincere apologies for the issues you encountered during your stay. We are deeply sorry for the challenges you faced, both with the air conditioning in your room and the service you received at checkout.
  At Westin *****************, we are committed to providing a respectful and supportive environment, and I apologize that we fell short in meeting our brand standards during your stay. We have addressed your feedback with ****** and will use this as an opportunity to enhance our service approach.
  As a gesture of apology and to reaffirm our commitment to your satisfaction, we have reversed the room charge for your stay. A refund has been processed and will be issued to your **************** account shortly. You should see this reflected within a few business days, depending on your card issuers processing times.
  Please feel free to reach out to me directly if you have further questions or additional feedback. We hope to have the chance to provide you with a more positive experience in the future and to rebuild your trust in our hotel.
  Thank you once again for allowing us the opportunity to improve.
  

  Warm regards,
  ****** *******
  General Manager, Westin *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩