Very Disappointing Stay
I truly like staying at Westin hotels and love the heavenly bed! However, the Westin St. Francis in San Francisco did not live up to the standards of the Westin brand. The customer service was poor from the beginning. I was hoping to use points for one night of my stay. After making the two separate reservations (as the system requires you to do), I called the hotel to let them know I had two reservations and was hoping to avoid changing rooms. They informed me, there was nothing they could do and that unless I paid for all nights, I would have to switch rooms for the last night of my stay. Not wanting to have to deal with that inconvenience, I went ahead and booked paid nights for my stay figuring I can use the points another time. When I arrived to check in, I was asked if I was aware of the “green” program. Most hotels these days do ask you to help reduce water waste by not having your bedding and towels changed everyday and I’m fine with that. However, they have taken this to a new level. I was surprised to discover their green program does not provide for ANY SERVICE in the room. We checked in really late and I noticed we only had two towels in the room, no bathrobes and the wine glasses were sitting outside the door. Given the late hour, I wasn’t worried about it and figured they would replace the missing items the next morning. They did not. They never came to the room at all. When I mentioned this to the front desk, all I got was a “Really? That’s not up to our usual standards. Sorry about that, but our green program requires that NO ONE goes into your room during your stay.” You know what you get for participating in the green program and giving up any and all service? A card for $5 off a purchase in the bar. I was also supposed to receive a gift card as part of the rate package I wound up booking. After I had returned home, I realized I never got the card, nor had any of the Starwood points shown up in my account. I called the hotel directly to inquire about both the card and the points. I got transferred around to five different people. I finally asked to speak to the hotel manager and was transferred to someone who said “they would look into it” and call me back. Someone did call me back a couple of days later, only to tell me it would take 6 weeks to get my points and card. Starwood points are typically put into your account within a day or two of checking out. I’m just not sure what is going on at this hotel, but for the rates they charge, is it too much to expect a bottle of water in the room each day?