Fool me once, shame on me, . We all know how this adage goes and it
applies to the Westin Causarina. Please allow me to share my experience.
We selected this hotel because we were satisfied the past two stays
there as well as the fact that my wife is a Starwood member. We booked the
room a few weeks in advance, requesting a crib and refrigerator for
our baby. We confirmed this days prior to our arrival, at which time the
agent confirmed in no uncertain terms that there would be a crib
waiting for us as well as a baby welcome-kit. We confirmed this so that we
did not have to pack the pack-and-play. SURPRISE! No crib. Instead the
front-desk offered to print out directions to Wal-Mart so that I could go
and purchase a crib myself. Oh, and no refrigerator either. But we
were assured we were the top of the list.
Next morning we call housekeeping to confirm we are on this crib-list.
Later that morning I decide to check with the front desk how that
crib-list is looking. What crib-list? Speechless, I recount the past events
for the manager-on-duty who then assured me he would see to it we got a
crib. The crib did arrive that afternoon. As a favor, this manager
agreed to allow us to use one of the pool cabanas (it is now 2:00 PM and
there are four empty cabanas) for the rest of the afternoon at no
charge. The manager went directly to the pool and discussed this with the
cabana person. SURPRISE. Upon check-out I see that we were charged $75 by
the Hibiscus Spa, presumably responsible for cabana rentals. How did
they learn of our room number on which to charge for the cabana? To make
matters worse, when I disputed the charge, saying that we did not sign
for this charge, the front desk person calls up to the spa, at which
point the spa representative says I was lying. I was lying because the
spa had
a signed check in front of them, signed by my wife. When I went up to
the spa to request copies of any and all checks for my room, there was a
great deal of backpedaling and excuse-making before they were finally
willing to produce said cabana check. And guess what - NO SIGNATURE!
So was I really a liar?
Did I mention the condition of the room we checked into? One partial
roll of toilet-paper only, no shoe-shine bag, no laundry bag, not fresh
sheets, broken internet connection, damaged cable connection on TV
resulting in poor reception, no coffee cups, broken ice machine on this
floor and the floor below, and numerous occasions where persons tried to
enter the door. This was the equivalent of a youth hostel. Well, the
fridge never did arrive and we had the crib for the second night only;
never receiving the welcome baby kit, even after asking about it again. The
response - Did you have the baby with you when you checked in?
As a gesture of good will, the front desk person on check-out agreed to
credit back the resort fees (approximately $20) as well as credit our
Starwood account 7,000 points. Neither have happened and it has been
over a week. But here's the best part - my car was broken into in
their parking garage.
Did you know that the reserved spaces, immediately adjacent to the
entrance, and in the only well-lighted area of the garage that is covered
by surveillance cameras, are all saved for hotel employees? Yes, for the
general manager and his/her ilk that have as yet refused to respond to
my numerous demands for answers. I parked my car at 9 PM and came back
out at 8 AM the next morning to find that the drivers' side door was
broken into. The security person first on the scene had to ask me
three times "Are you sure you locked it?" What does that matter,
because it would not change the position of the Westin - they were not going
to help me regardless. And yes, I was sure, because the driver's lock
was broken as a result of this. Apparently the video surveillance does
not cover this area of the garage where the guests have to park. And
the bell desk said they were precluded from calling Las Vegas Police on
my behalf.
As a result of all this, I was promised by Westin corporate that the
hotel would be contacting me to discuss these matters. I was contacted by
the head of security, who was personable but uninformed regarding my
stay. In his defense, he did what he could do, which was to apologize
and to offer even more Starwood points. Guess what, haven't seen those
yet either. As of this writing I have not been contacted by anyone form
the Westin that has actually looked into any of these occurrences or
who can actually offer any relief.
So now I am back in Los Angeles , with my briefcase stolen and unable
to open my drivers' side door in my car. We spent approximately $500
at the Westin and the baby is now recovering from a difficult couple of
days there. I am personally tired of the fighting but have learned a
valuable lesson - you have to fight for everything at the Westin, even
when they promise you things.
Trust me, I won't be fooled again!