I stayed here two nights in July 2011 (one Friday night, and one Weds night). I have stayed here many times before but this final stay was not up to par. My Friday stay was fine as I had gotten in late...thank goodness I was SPG Gold as the regular line had 20 people waiting at 10pm at night with only 2 agents to serve them all. The SPG line went fast and my SPG gold status was acknowledged and I was given a room on the top Exec floor. The parking garage is a little funky but overall it was convenient, and the beds are great. On my return Weds, I arrived at the hotel at 2pm (6am flight next day) and I was not feeling well. The lobby was nearly empty (except for construction going on) and I got a front-desk agent with no compassion. She said she had no rooms available and I would need to wait until check-in time. She called housekeeping and asked to push a room up in the priority list, but ultimately I had to go check back and keep checking before finally be given a room on the 9th floor 45 mins later. I was not happy at all by this point and had been put on a non-preferred floor without my normal 15th floor access. I called the desk and they told me I had access as a Gold member, but I didnt and they offered to send Security which I told them made no sense. Later that evening I decided to return the rental car and take the shuttle back from the airport (MISTAKE). I ended up waiting over an hour to get a shuttle that wasn't full and returned to the hotel at 10:30pm after dropping the car at 8:45. I called the desk and told the manager on duty I was highly disappointed with the service, the fact that anytime I called the desk the phone rang 25x before someone picked up, and with the lack of service overall. I also left a message for the GM who did not contact me back. Overall the Weds night stay was very subpar, I felt poor service and poor staffing in the hotel, and I will not return to this location again. Note as well the first night the front desk clerk didn't know where "in and out burger" was, a very popular LA fast food choice close to the hotel. He suggested I consider walking to McDonalds and ultimately sent me to the concierge to get more info.
Overall very disappointed with this location as compared to other Westin's I have stayed in and I will not recommend or be back in this location. Next time I will absolutely choose the Hilton or even Four Points where they treat you so much better than this staff did. Loyalty means nothing here.
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