Stayed there with my Wife a couple of weeks ago, like we do every month (we come on business once a month and are in the SPG program). Up until a couple of months ago every thing was fine other than a couple of instances of a "less than clean" room. However, things have lately taken a turn for the worse.
I should start out by saying that we stayed a little over a month ago and were treated rudely by the desk staff, then received a cigarette smelling room, then were moved to another, which had obscene amounts of mold on the windows (I'm very allergic) then were moved to another. At that time I decided we would not return but my Wife convinced me that it was just bad luck. Not so.
We stayed again a couple of weeks ago and it was almost an identical repeat of the last experience i.e. rude service and several room changes due to lack of cleanliness. Louis, the desk guy, is unprofessional, rude and, if he worked for me, would be fired. Every time we stay there I avoid him (even if it means going to a different, longer line). He is condescending on the phone and in person and is highly uninterested in making your stay enjoyable - he seems more interested in his gold chains and slicked back hair, i.e. personal appearance, than providing professional service.
I waited two weeks to write this so I wouldn't be so "aggressive" in my tone but I am eternally angry with being treated like crap by a hotel that we have stayed at for YEARS. Therefore, I won't bore you all with the details of what was said. However, I asked to speak with a manager to convey our displeasure with Louis...she (Christine/a) was also of no help other than offering to comp our parking (I don't want free, I want right!). Our room wasn't ready so I asked her when one did become available to ensure it was clean. She said she would deal with it personally.
When we returned that evening I told the girl at the desk that the manager Christine should have a room for us. She said that there is no manager named Christine...so I must be making it all up? (later we would find out that there WAS a Christin-A!really...was it that much of a stretch?). Regardless, she had no idea what I was talking about (no manager reserved a "clean" room) and gave us a....wait for it...DIRTY ROOM!! Then moved us to a room with the elevator and another room's window directly in front of ours....basically the worst room (view/noise wise) in the hotel - AND the hotel had plenty of available rooms. After changing again, we got a clean room but there were no toiletries, robes, slippers...nothing.
I am sick of it and fed up!! We will NEVER return to this hole and if it weren't for the fact that we still stay in the Westin Warsaw from time to time and are considering the Westin in Maui, I would shred our SPG membership.
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