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Westin Mt. Laurel

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Westin Mt. Laurel Reviews (1)

Review: My husband and I recently reserved 20 rooms for our wedding guests from October 25-27. On October 14, we met with a hotel sales manager, to arrange for pre-authorization to pay for 10 of the guest rooms reserved. On that day, the sales manager made a copy of my husband's driver's license, and the personal credit card to be charged, with the agreement that his card would be charged upon the guest's check-out. On Sunday, October 27, my husband and I proceeded to check-out. At that time, we'd gained agreement again from the front desk that all required charges would be assigned to my husband's personal credit card. Even then, there were some mis-aligned expenses that needed to be addressed, despite the fact the we'd met with the Sales Manager 12 days prior to ensure that all expenses were allocated to the appropriate card. On Monday, October 28, my husband received notification from his corporate account that he had received three Westin room charges. It's important to note that allocating personal expenses to his corporate account is an offense that could result in employment termination. My husband and I immediately contacted the hotel manager to inform him/her of the discrepancy. For several hours during my workday, I was forced to engage the Westin staff to ensure immediate resolution of this issue. We were assured that the problem would be resolved by midnight. Unfortunately, only two charges were credited, with one charge still remaining on my husband's corporate card (hotel staff stated that the third charge was an authorization only). As if that weren't enough, while reconciling my checking account today (Sun. 11/3/13), I noticed that three rooms, with 2 night stays, were charged to my credit card. As previously mentioned, all parties agreed that all hotel room charges assigned to me and my husband would be expensed from my husband's personal credit card.Desired Settlement: Unfortunately, the unauthorized charges to my husband's corporate card have not been completely reversed. Specifically, the third charge is still remaining. At this point, I'm unsure that my personal card was credited, as requested today. As a business, Westin has the responsibility to resolve these expense issues. Importantly, my husband and I are concerned that we have been double-or-triple billed unknowingly. This is an unacceptable business practice. In addition, the Westin General Manager needs to meet with us to ensure that all due diligence was completed, as there have been too many people involved in this issue (no consistent support). In sum, this hotel must guarantee that the appropriate charges were made to my husband's credit card during our stay.

Thank you.

Business

Response:

[redacted] did have a room block with us and authorized 10 guestrooms to a credit card. The hotel mistakenly charged the credit card used to guarantee the reservations and not the credit card authorized for the charges. The issue was resolved within 72 hours of learning of the error. It took that time to review each transaction and make necessary adjustments. A meeting took place with [redacted] and hotel representatives on November 6th to review and confirm that each transaction was correctly charged. [redacted] was offered SPG Points for her inconvenience and she left the meeting satisfied.

Consumer

Response:

Review: [redacted]I am rejecting this response partially because:It minimizes the extent to which we were required to follow-up and correct the expense errors committed as a result of the stay at the Westin. While I approve of the closure of this incident, it must be noted that considerable corrections and follow-up were required on our part as a result of the Westin staff errors.Regards,[redacted]

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Description: Hotels

Address: 555 Fellowship Road, Mt. Laurel, New Jersey, United States, 08054

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