The Westin San Diego

I'm very disappointed with my experience at the Westin hotel.Parking was horrendous but more importantly, nothing seemed ready for us when we checked inThis is the kind of issue I would expect from Motel 6, not the WestinOur room had a very awkward layout with a sidewall right in our face as soon as we opened the entrance door to the roomAlso, the room was very smallI expected much better than thisThe bed had stains, which I assume were from a drink spilled by a previous guest, but who knows really what it wasWestin didnt clean the stain, they decided to just cover it up with sheetsThe amenities were very bare bonesThe bathroom had no fan to pull out shower steam so of course whenever the shower was used the room turned into a foggy furnaceOur reservation was for twoWe shouldn't have to call because we're missing a bathrobe or because there's only tiny bar of soap/shampoo etcDid Westin expect us to use the same bar of soap between people for days? We had to call the receptionist repeatedly for other things as well that should have been ready for us including more towels/napkins etc Given how much we spent, I was expecting much better treatmentAlso the Westin did nothing but try and nickel and dime us as wellWe spent close to $for nights: this did not include any parking discount or even decent parking recommendations (would've been nice if they had mentioned street meter parking in San Diego is free on sundays and after 6pm on Fri/Sat, guess they thought that was irrelevant, or maybe they get a kickback % when they refer people to use the $a night garage across the street), no continental breakfast was offered (this was especially upsetting), and there were ridiculous oversized service charges for basic things...like ordering a drink at the bar from your room...costs an extra $delivery fee per drink PLUS 20% price hike....when the receptionist non-chalantly told me this I literally asked "It costs that much for someone to jump on an elevator and bring us a couple drinks?? Nevermind, no thanks"We were better off ordering alcohol through a delivery app like Drizzly or just checking out the local barsAll in all, please do not waste your money hereI recommend staying at the Sofia, or better yet just save your money and go somewhere cheaper altogether because you will regret staying at the westin in downtown san diego The only positive things I can say are that most of the staff at least seem friendly and approachableAnd the view from our room was niceAlso while the bed was stained it was at least a comfortable bed But not worth all the headaches we had during our stay

Greetings Revdex.com,

A reservation was made through central reservations on 2/8 at a of $199 under the name [redacted](misspelled) for 3/8-9.  This reservation was then cancelled through central reservations on 3/5 with no fees.
Another reservation was made through central reservations on 2/13 at a rate of $184.50 under the name [redacted] for 3/8-9.  This reservation was not prepaid, but did no-show and was charged a no-show fee of $207.68 on 3/9. 
Central reservations sent to us on 3/27 under Mr. [redacted]’s name with a phone number, [redacted], requesting us to call him in regards to a billing issue.  Our Front Desk Manager was assigned the request and left notes that she had called the guest and left messages with no call back.  She closed the file on 4/17 as she still had no response from the guest.  On 5/5, Mr. [redacted], called the hotel directly and spoke with our Front Desk Manager.  He explained the situation with not knowing two reservations were booked and the charge to his card.  The Front Desk Manager apologized for the confusion and refunded his AMEX that day for the $207.68.
At this point a refund has been issued and with an apology.  Please Let me know if you need any further information. 
Best,
[redacted]
Director of Operations

I'm very disappointed with my experience at the Westin hotel.Parking was horrendous but more importantly, nothing seemed ready for us when we checked in. This is the kind of issue I would expect from Motel 6, not the Westin. Our room had a very awkward layout with a sidewall right in our face as soon as we opened the entrance door to the room. Also, the room was very small. I expected much better than this. The bed had stains, which I assume were from a drink spilled by a previous guest, but who knows really what it was. Westin didnt clean the stain, they decided to just cover it up with sheets. The amenities were very bare bones. The bathroom had no fan to pull out shower steam so of course whenever the shower was used the room turned into a foggy furnace. Our reservation was for two. We shouldn't have to call because we're missing a bathrobe or because there's only 1 tiny bar of soap/shampoo etc. Did Westin expect us to use the same bar of soap between 2 people for 3 days? We had to call the receptionist repeatedly for other things as well that should have been ready for us including more towels/napkins etc Given how much we spent, I was expecting much better treatment. Also the Westin did nothing but try and nickel and dime us as well. We spent close to $400 for 2 nights: this did not include any parking discount or even decent parking recommendations (would've been nice if they had mentioned street meter parking in San Diego is free on sundays and after 6pm on Fri/Sat, guess they thought that was irrelevant, or maybe they get a kickback % when they refer people to use the $25 a night garage across the street), no continental breakfast was offered (this was especially upsetting), and there were ridiculous oversized service charges for basic things...like ordering a drink at the bar from your room...costs an extra $6 delivery fee per drink PLUS 20% price hike....when the receptionist non-chalantly told me this I literally asked "It costs that much for someone to jump on an elevator and bring us a couple drinks?? Nevermind, no thanks". We were better off ordering alcohol through a delivery app like Drizzly or just checking out the local bars. All in all, please do not waste your money here. I recommend staying at the Sofia, or better yet just save your money and go somewhere cheaper altogether because you will regret staying at the westin in downtown san diego.

The only positive things I can say are that most of the staff at least seem friendly and approachable. And the view from our room was nice. Also while the bed was stained it was at least a comfortable bed. But not worth all the headaches we had during our stay.

Review: My husband & I were invited to a wedding at Westin San Diego on 3/8/14, so I called the hotel and asked if they offered the same rates as the ones on their website.. The agent said the online rates weren't offered anymore, however she could guarantee me a lower rate and hold it for me but she would need my credit card number. She also said to call when I was ready to book and ask for the rate that was on hold for me. She even gave me a "hold" number but I discarded it later. Because when I called back, I was told by another agent that there was no discounted room or rate on hold for me, so I had to book a room with higher rate but I also made sure it was refundable. I was told that I could cancel & get a refund as long as I called by 6pm on 3/7/14. I made my call on 3/5/2014 and received a cancellation confirmation # [redacted]. I had used my husband's credit card for this reservation.

When my husband received his credit card statement, he noticed a charge on 3/10/14. I called the hotel I believe on 3/27 & told them I had a cancellation number. They said they charged us for no show and when I asked to speak to a manager, they said they have to research this and would call me within 48 hours. I waited a week or so but nobody called back. I called the hotel again on 4/11 and talked to [redacted] and was told once more that a manager would call me and again no one called. I called again a few days ago and [redacted] one of the managers said he had to listen to the recorded tapes. He called back today to tell me that I had made 2 reservations, one under my name with my credit card and one under my husband's name and his card?! He was rude, unprofessional and would not stop and listen. You can obviously see what the hotel did. They got my card info to lock the better rate but when I called I was told there was nothing on hold for me and yet they charged my card? The hotel would not admit to their fault and won't take responsibility. The first agent dropped the ball and now they want me to pay for it. I got only one email confirmation on 2/13/14 for the booking and have the cancellation number for that. When I asked why I had only one email confirmation if I made 2 reservations, [redacted] did not have a answer for it! He basically didn't want to hear anything I had to say. I don't know which tape [redacted] listened to but my calls were made on 2/8/14 at 10:43am, 2/12/14 at 3:43pm, and 2/13 at 2:34pm. They should go back and listen to the conversation I had about the room & rate they were supposed to have on hold for me and yet when I called, they had no record of such hold? But they managed to have 2 booking for me later? One should wonder how they maintain accurate records of anything?Desired Settlement: I would like the hotel issue me a prompt refund and send me a letter of apology for being rude and inefficient, for wasting my time for almost 2 months, for failing to call back and follow up on my inquiry.

Business

Response:

Greetings Revdex.com,