I really enjoyed what the personal staff did for my girlfriend and me during our stay. However, the management and administrative/desk staff caused more problems than they fixed, and this ultimately forced me to rate the hotel as 2 stars instead of 3.
My stay at the Westin St Francis this past weekend was a mixture of good and bad. The valet service and bellmen were fantastic. We had an emergency and had to leave quickly and our car was ready as soon as we asked. The person who checked us in on Saturday afternoon was excellent, and quickly gave us the best advice for getting to the airport at 5am - take a taxi.
Unfortunately, several things contributed to make our stay less than pleasant. My girlfriend and I were in town for a wedding and needed a hotel room for one extra night. The person who picked up the phone could not tell me when the airport shuttle operated. The lady who booked us the reservation also did not have this information.
Second, as it was a multi-day wedding there was a lot of hectic running around that needed to be accomplished. We only had a few hours to ourselves the entire weekend, and we wanted to spend them relaxing together. Unfortunately, the hotel was completely unable to expedite cleaning our room. They couldn't even tell us when it would be ready by, except that it "should be ready by check in time." Of course it should, but if I'm asking you two hours ahead of time if you could clean it in the next two hours the answer should be yes, or you should give me a reason why you can't.
Finally, once we did get into the room, there were multiple hairs in the bathroom. There were hairs in the bath tub and in the towels themselves. This is simply unclean. What really bothers me though is the way the hotel responded.
I had to leave to fly an international flight very early in the morning. My girlfriend finished checking out later that morning, and when she told them that she wanted to file a complaint about the cleanliness of our room, according to her the person handling check out did not treat her concerns seriously and did not seem like they were going to follow up.
For $200 a night we deserve to get better service. Ultimately, despite the excellent service the valet and bellmen provided, I have to knock this rating down from 3 stars to 2, simply because of the way the hotel responded to an honest concern. That attitude clearly demonstrates a lack of respect for the client and a lack of respect for our business.
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