Worst Experience from the Staff
Sep 30, 2024 masl0312 Mexico City, Mexico
On the last night of our stay at around 11 PM three persons knocked on our room door. I asked who was it and a woman responded saying I had to open the door since they were from the front desk. I was hesitant to open immediately since it was an unusual hour and two days before we saw a maintenance person outside our room saying "someone" has said…
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On the last night of our stay at around 11 PM three persons knocked on our room door. I asked who was it and a woman responded saying I had to open the door since they were from the front desk. I was hesitant to open immediately since it was an unusual hour and two days before we saw a maintenance person outside our room saying "someone" has said it was their room but he/she could not access and he was there to open the door, so we told him we had not reported anything and he just left, but we were left wondering why that has happened.
In view of this, I asked them if there was any problem, and they just responded there was an issue with our balance and I had to open the door. I again asked what the problem was and by elevating their voices responded I HAD to open IMMEDIATELY. In the room I was with my wife and my twin 5 years old girls, so I was concerned what was this about as I was not even sure if there were really from the hotel or what was going on and making sure my family was safe is always my priority.
Since I noticed they were elevating their voices and by peeking through the door I noticed one of them appeared to be a security person of considerable height I decided to open but they again just told me I had to go with them at that instant to the front desk, without explaining what the issue was. I asked for a few minutes to change my clothes (it was already 11 PM!). They agreed but they all three waited outside my room as if I was some kind of criminal... I finally went down with the three of them “escorting” me to the front desk and they told me the security deposit I left on my credit card had been rejected, which is strange as it was accepted when I checked-in and I could see the retention on my credit card App.
Nonetheless I asked what was the outstanding balance since I had no issue in covering everything at that instant to avoid being mistreated like that and mentioning I was clearly angered at how this was being handled. If there was any issue, I could have been given up an explanation on a different manner and not with three persons, including one from security, at 11 PM outside my room and being escorted to the front-desk at that instant.
Ultimately the pending balance was around US$450.00, which I do not believe it is a huge amount and that I covered at that moment.
Upon explaining my discomfort, one of the persons that came to my room who said was named Tiffanny and said to be the front desk manager just said it was the hotel's "policy" to manage a situation in this manner. I mentioned it was clearly not the way to treat guests and there were other ways to communicate this, but without showing any kind of interest just repeated constantly it was the "policy" and left while a different person from the front-desk finalized processing the payment.
I was severely disappointed on this kind of service and I would never come back to a The Westin hotel or recommend it to anyone, if this is the way you treat your guests over a possible misunderstanding on your system. Again, the security deposit was clearly retained in my credit card, and assuming there was some issue with it, we were definitely not planning on going away before settling our account.
I had never been treated so poorly in a hotel that is supposed to meet some standards. The front desk manager said to be named Tiffanny, she came up to my room with another person from the front desk named Brian and a third person who was from the security team who did not provide his name.
I assume you can recognize that knocking at the door of a guest demanding to come out at 11 PM without providing additional information and me having my wife and little kids inside the room in a city like New York is not a very pleasant experience and, if a proper explanation had been given, I would have definitely work with you to resolve any situation, but having such a bad attitude from your team and, even worse, having such disinterest from the front-desk manager when explaining that is not the way to treat guests was far from what we expected from The Westin.
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