Unorganized Hotel - Very Disappointing
Issues with this hotel started at the time of reservation. I went online and saw there was a breakfast special wiith a spectacular king room if you are an SPG Member. I ddn't book it right then and instead called the next day to book the room. I told her I was an SPG Member and the woman quoted me $269/nght for spectacular king room, which is the regular price anyone would receive. I told her about the breakfast special for SPG Members at $279/night. She said she couldnt find it. After sitting on the phone with her for a while, she finally located that package and I booked the room. I double checked my confirmaton when it came and it had the correct rate and breakfast for 2 listed.
When I checked in, I asked how do the 2 breakfasts work. The woman behind the counter said this room didnt have breakfast with an attitude. I told her it did, went through the whole ordeal and she was basically ignoring me and kept saying it did not. I told her my confirmation even states spectacular king with 2 breakfasts. She asked to see my confirmation and thankfully it was in email on my phone. I showed her it and she pretended to key something in. I again asked her how does the breakfast work and I said I didnt want to have any trouble in the restaurant. She said they would have my information in the computer and once they put in the name, it wont charge us. Anticipating an issue because nothing had gone smoothly yet, we went to breakfast with 2 other friends that morning. Once finished, we received our check for the entire breakfast. We told the waiter that breakfast was included. Although he was very nice, he didn't understand how or why it would be included. I had to go through the fact that the room was a package and had 2 breakfasts included. He asked who talked to at the front so he could check it. He had to go to the front check-in person and figure it out. He came back and all was finally taken care of.
I have never experienced such unorganization at a hotel before. You offer a room with breakfast...how hard is it??
As for the rooms...they are exceptionally small. I was very surprised at the small size. And forget about the bathroom. They have pedestal sinks, no vanity to put toiletries on, and commercial toilets that you'd find in an airport in which you use your foot to flush the large lever!
Would not stay in a W again. I will stick with Westin for now on. I should have known better.