This is a historic building. So I really appreciated the history behind it. Kind of like stepping back in time. The room I stayed in was nice, with a king size bed. Unfortunately, the mattress on one side was completely sunken in. It needed to be replaced. Essentially, you could not sleep in the middle as you would literally roll down into the bad side of the mattress.
When I mentioned it to the lady at the front desk when I was checking out, she never apologized or showed any empathy. She turned to the side and started writing the issue in a log next to her. I told her I even had pictures to show. She briefly looked at them and said NOTHING.
I was shocked that this woman in a customer service roll, did not have any decency or respect to even apologize. That's all I was looking for. I was not looking for a discount or anything. Just an apology. And she couldn't give that.
Westin - You need to seriously spend some time and properly train your front desk on good customer service. I will NOT be staying at this hotel again.