CONSTRUCTION, TERRIBLE CUSTOMER SERVICE
Posted Feb 22, 2017
We had a terrible stay at this "resort and spa" this weekend. No one informed us that this resort was under construction. Expedia confirmed that they had no knowledge of this despite the Westin's assertions that all third party bookers had been informed. After a long sleepless night with our toddler, I was looking forward to catching up on sleep. On a Saturday morning, right at 9 am, I was jolted awake by the sounds of drilling right underneath our room. In hopes of fixing the situation, I went to the front desk & asked to be switched to a different room. Their response was that the hotel was fully-booked & they could only offer me 2 breakfast vouchers. The manager argued with me & interrupted me as I tried to explain to him that as a result of my toddler being up all night, I was really looking forward to sleeping in (I was in no way implying the noise kept my toddler up). We had no choice but to stay here, however, as the Hilton next door was also fully-booked & Lake Las Vegas is remote. As we tried to press the Westin for options, the front desk manager hung up on my husband. Poor management led to rooms above & below the construction being booked leaving their staff with no options to alleviate customer complaints (while I was at the front desk they fielded another call from another guest). Do not stay here!! Despite their signs on the property, they have zero intentions of "minimiz[ing] disruption" and you may have to stay right above or below the construction.
Comment from Hotel Management
Feb 24, 2017 by HotelMgmt, Hotel Management
Thank you for your recent stay with us. Our current renovations and closures are listed on the Expedia website and we regret that you were unaware of these updates prior to your arrival. We hope that you'll return for another visit in the future, so you can truly enjoy the upgrades we are making.