A Disappointment...again
Nov 20, 2024 Bob S
I first visited the Westin Hotel about 15 years ago when the relative of a friend was the general manager. Based on his recommendation, in 2023 to celebrate their Nana's 80th birthday, we took our 2 grandchildren there for a few days.
On arrival, in the middle of the night, it was disappointing to learn that the booked accommodation was not…
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I first visited the Westin Hotel about 15 years ago when the relative of a friend was the general manager. Based on his recommendation, in 2023 to celebrate their Nana's 80th birthday, we took our 2 grandchildren there for a few days.
On arrival, in the middle of the night, it was disappointing to learn that the booked accommodation was not available until that afternoon and that we would be temporarily placed in another room. This was disappointing and a further aggravation was that the third fold-away bed took ages to arrive. Dawn was breaking before we settled down. However, the facilities were excellent, the kids...and their grandparents...had a great time and this year, with some misgivings, we decided to go again.
In order to avoid a repeat of the previous year's cock-up, I emailed the hotel twice to confirm that we would need 3 beds in the one room. It was extremely irritating, therefore, to be told once again at check-in that the room was not available and that we would be placed in a different room...with 2 beds...as the hotel "Was full and tomorrow we are over-booked!"
My wife and I made our considerable displeasure known and after further frank discussions, what do you know, room 201 with 2 beds turned out be available and a third bed was delivered there within minutes. During check-out some days later, I told Leema Gupta, the front desk manager of our disappointment and that the damage had been done.
The hotel's facilities were excellent and the staff, especially Salamin Uhm who attended to the room and Musfah at the front-of-house were exemplary, caring and efficient.
Nevertheless, it is clear that the arrangement for allocating rooms is at fault. A single flaw may be put down to a glitch, but to have that shortcoming repeated almost exactly one year later, indicates a systemic failure. Anyone who intends to book a room at the Westin should be warned not to expect that their booking will be honoured.
We shall not be returning.
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