Horrible experience with customer service after my flight got cancelled on the way to Spain. I called to change my reservation as soon as I found out. The customer service agent at the hotel told me "its not our problem your flight got cancelled", and she refused to not charge me for our first scheduled night because it was less than 24 hours notice (it was 22 hours). I required 2 hours of many calls to the corporate office in the US before they refunded my money for the night I missed. I would expect better service from a high end hotel especially since I was still planning on keeping my reservation at the hotel for the rest of my time in Madrid.
Comment from Hotel Management
Sep 15, 2016 by Palohid, Manager the Westin Palace, Madrid, Hotel Management
Thank you for your feedback,
First of all, I apologize as we didn't meet your expectations with the service provided by our staff.
Hope you will give us another opportunity to welcome you back and serve you better,