We arrived at the Westin at 4 pm; valet parked and dropped our luggage on the curb with the bellman. We proceeded to the front desk to check in. Upon check in I asked the front desk attendant if we were booked for a King N/S room and he confirmed it. We went upstairs to our room and it had 2 double beds. I called the front desk and they said they were busy; someone would call me back later. About 15 minutes later a woman identifying herself as Maria, the manager called me back. I explained the situation to her, that were confirmed a King bed and that we were in a room with doubles. She said they didn’t have any King rooms available at the time and to check back at 6 pm and possibly one would be available. I explained that this was very inconvenient for us considering my husband just came off of a 12 hour plane ride and would like to rest before we went to the spa. I asked where were we to stay for the 2 hours until the room might be available. She said she supposed we could just stay in that room. At 4:30 we still had not received our luggage and I was starting to be concerned. We had a 5:00 pm spa appointment and our swimsuits were in our luggage. I called down to the bell desk and they said someone would bring them right up. At 4:50 we still had no luggage, so I called down again and explained our situation and a women I spoke to suggested we just come down and get our luggage ourselves. We went downstairs towards the bell desk and checked outside first to see if our luggage was still there. Sure enough it was still sitting on the curb near valet parking where we had dropped it off. We retrieved our luggage and took it back upstairs. No one asked if it was our luggage when we picked it up and the lack of security concerned me.The one highlight of our trip however, was the spa. The amenities were very nice, the staff very friendly and our massages were exceptional. When we were finished with our treatments, we again went to the front desk to check on a new room. I asked to speak with Maria, the manager. She came out and looked for a new room for us. After standing at the front desk for 10 minutes she found us a new room. While I was there, I explained to her the situation about our luggage. She offered no apology and explained everyone was just really busy due to a high occupancy in the hotel. I told her I was very disappointed thus far with the service of the hotel and did not expect this from such a large hotel such as the Westin. Her attitude was very distracted when I was speaking with her and not very empathetic; basically she didn’t want to hear about my disappointment. When we returned to the room to pick-up our luggage to move to our new room, a bellman came to the door with someone’s luggage, telling us he was told to bring this up to our room. I explained to him that was not our luggage we had picked our up from the curb outside. At that point I felt bad for some other poor guest whose luggage was lost. I am very disappointed by the horrible service we received at this hotel. This was supposed to be a special night and it was basically ruined with all of the running around trying to find our luggage and get the room that we had reserved.
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