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Westin Wilmington

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Westin Wilmington Reviews (3)

This letter is in response to the complaint referenced in your letter dated June 17, We are aware of the situation with the customerWe have apologized and feel terrible that he had to deal with this major inconvenienceThe error initially occurred as result
of a glitch in our
software and that problem has since been fixed
I can assure you there was no intention on our part to misinform him on the status of the resolutionAs soon as we found out about the problem, we called his bank to see what the fastest way possible to rectify it wasWe followed their advice and conveyed the informati on they gave us regarding a timeline back to himTheir timetables changed ending up in a further delay.We absolutely processed the refund on our part on the day we told him we wouldUnfortunately when dealing with credit card processing companies and the individual banks, there can sometimes be delays in charges and refund s being processed
If the guest will provide us with documentation of any late fees, overdraft fees or penalties related to this error we will reimburse him Additionally , if he will forward us a copy of his hotel bill we will refund his room charge as wellHowever, at this point we do not have a record of him staying in the hotel, only the bar charge

Hello [redacted]
* Thank you for your email.  In regards to this guest complaint, both my General Manager and myself spoke with this guest.  We certainly apologized and tried to find a...

solution.  The Westin Wilmington’s check-in time is 3pm daily and checkout time is noon.  If a guest requests to check-in before that time they are subject to additional charges.  We were able to discuss this with the organizer of the conference that the guest was attending and found her a room on the last night.  She shared a room with another attendee.   Thank you!      Wishing You a Rejuvenating Day!   [redacted]

Review: I hope this finds people who are looking for reviews about The Westin Wilmington Hotel and Resorts in Wilmington, DE 19801...I stayed overnight at this hotel for a wedding from 6/7/14 to 6/8/14. I had a few drinks at the bar and payed with my debit card. Five days after my stay I receive an email from my bank stating that my account is overdrawn. I look in my account and notice that I was charged $7,830 from The Westin Wilmington. I call immediately to investigate why I was charged this absurd amount of money. I spoke with the manager and he assured me that it was an error on their payment system and it wrongfully charged me $7,830 when I closed my tab at the lobby bar. After a long dispute with the manager of the hotel and my bank, the manager decides to take the banks advice and refund my money back to the debit card. I agreed to this condition only because I was told by the manager it would take about 24 hours for this transaction to go through and I would have my bank account back the way it was by Monday 6/17/14. The hotel even offered me $500 cash while the remaining amount would be deposited back into my account.I decided to call the bank on Monday afternoon after seeing that my account was still in negative balance. The bank explained to me that there was no deposit pending for the amount of $7,330. I immediately call the hotel again and asked why wasn't the deposit made, so the manager on duty at this time says that he was aware of my situation and that the refund will take about 4-5 business days to process!!!!!!!! Why was I told a lie from the previous manager who knew very well that it takes about that long for a transaction to be refunded. Now I have to wait for an entire week without access to my money because of their system mistake. I'm at the mercy of a corporation who has all the right to take an amount of $7,830 from my bank account without my consent. I'm tired of dealing with this hotel. They have handled this situation very unprofessionally in my opinion.Desired Settlement: I wan't my account back the way it was. I think it's only fair that they pay for every single late fee and penalty charges that I'm being charged because I don't have money to pay some of my bills. I also believe they should also not charge me for the stay that night because I have wasted my time and money leaving work early and driving down to Delaware to sort this issue.

Business

Response:

This letter is in response to the complaint referenced in your letter dated June 17, 2014. We are aware of the situation with the customer. We have apologized and feel terrible that he had to deal with this major inconvenience. The error initially occurred as result

of a glitch in our software and that problem has since been fixed.

I can assure you there was no intention on our part to misinform him on the status of the resolution. As soon as we found out about the problem, we called his bank to see what the fastest way possible to rectify it was. We followed their advice and conveyed the informati on they gave us regarding a timeline back to him. Their timetables changed ending up in a further delay.We absolutely processed the refund on our part on the day we told him we would. Unfortunately when dealing with credit card processing companies and the individual banks, there can sometimes be delays in charges and refund s being processed .

If the guest will provide us with documentation of any late fees, overdraft fees or penalties related to this error we will reimburse him . Additionally , if he will forward us a copy of his hotel bill we will refund his room charge as well. However, at this point we do not have a record of him staying in the hotel, only the bar charge

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Description: HOTELS, EVENT CENTER, RESTAURANTS, CONFERENCE CENTERS

Address: 818 Shipyard Drive, Wilmington, Delaware, United States, 19801

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