shinygreenapples on Citysearch
12 years ago
11/08/2008, 08:35 AM
Rude, disappointing service – My parents came to Columbus for their 30th wedding anniversary. They reserved a room at the Westin on Expedia. However, upon checking in at 5:30 pm, they were told that the room had been given to someone else; a wedding party had chosen to stay an extra night, and my parents' room was given to accommodate them. The Westin employee transferred them to the Drury Inn (FAR INFERIOR) with no apologies or refund. Though this may be "corporate policy," it's awful service!
I called to request that my parents be lodged as they originally planned- byt all of the managers I spoke with gave me a laundry list of excuses as to why the room had been given away. Michael Patterson, the manager on duty, was the rudest. He tried to tell me that Columbus law forbade him from 'evicting' the existing guests (completely untrue). When I said that I would not give up until the reservation was honored, he threatened to call the police and report me for harassment. He then refused to give me the general manager's phone number.
I don't understand why they didn't call my parents as soon as they knew the hotel room had been given to someone else, apologize, and try to make satisfactory arrangements elsewhere.
When I called Starwood corporate to report Michael Patterson and the rest of the staff's rude behavior and unacceptable offer, the rep I spoke with was very polite. However, she said that since the room had been given away there was nothing they could do. I asked that my parents at least be lodged at Westin's expense in a hotel of equal caliber, but she said that they were not 'obligated' to do that. The worst part is knowing that when I contact the manager, he will have already heard the biased version of this story from his staff.
All in all, a terrible experience. I'm sure that the Westin's rooms are excellent and many people have had great experiences there, but be forewarned: if you reserve a room (even for a special occasion!), you might show up and find that it is gone.