2/10 Terrible
Kelsea
Travelled with family
17 Jun 2024
Disliked: Staff & service, amenities, property conditions & facilities
When we checked in at night, hotel staff was great. Told us about the complimentary dolphin sightseeing tour which I said was great and we would plan on doing that. We were told to just come down in the morning and sign up. Our six year old was incredibly excited. Called down to the front desk in the morning to confirm the times, etc. Then went down 45 minutes later only to be told it was full and we couldn't go. Adults can process that kind of thing a lot better than a six year old. Why did the staff not tell us over the phone to sign up then? Why did they not tell us the night before to sign up right then if they were at risk of filling up? I explained (and asked this) to the manager who was completely oblivious to why this was an issue. He had no explanation as to why no one said anything other than "they usually don't fill up." He was completely apathetic and didn't even offer so much as an apology. It was truly astounding how it just failed to register with him why this situation was so irritating for us. I didn't even feel like I was interacting with a human at that point--just a mindless, thoughtless, dead-behind-the-eyes drone.
The rooms are horribly dated. I'm sure they were amazing in the late '80s, but the smoke-stained walls, leaking A/C, and gold-trim floor-length mirrors could use an update. We will never stay at any Westin again after this.
Kelsea
Stayed 1 night in Jun 2024