The Gateway doorman is a gem! He seemed to be one of the only people who was actually effective and understood customer service.

My stay deteriorated as I entered my room; holes in the duvet, towel rack needing repair, and a dirty makeup mirror greeted me. Reporting problems got some of them fixed, but they could never fix everything during a four day stay. I had to request toiletries on two different days. The concierge had to be called on the phone for one of my requests. I had asked for assistance obtaining a good haircut under $150. This person tried to send me to a day spa I had already visited, one that did no hair services. I told them that, but they just stared at me, and the absent concierge couldn't seem to understand on the phone.

They never asked if they could make a few calls and get back to me. The last suggestion was to walk to the mall and see if I could find something there. That was not what I had in mind. I was a bit ill the final morning and asked to check out at 1 p.m. [as a Starwood Preferred Guest I usually get a 2 pm or 3 pm checkout anyway] and was informed by the only truly obnoxious staffer that she "could give me an extra 30 minutes if I had to have it."

I have always enjoyed my stays at Westin, but this was one a great disappointment. I listed my problems and left the written account addressed to the manager. I was never contacted. It's unfortunate because I was hoping to have my board of directors meet there several times per year. On the plus side, the beds, TV, mint/fruit water in the lobby, Propel for workouts, in-room climate control are all great. I hope this property gets its act together!