Dirty and lackluster rooms with great customer service
I booked a room with 2 queen size beds at this hotel for a girls night out for a friends birthday. I had expectations for a hotel of this price range and reputation. Our first room was an upgrade upon check in, but when we got in I wondered what the original room must have been like! The room was filthy including scratches and tears on the furniture and smeared handprints in something that looked crusty and white on the inside of the bathroom door. We called customer service and they immediately relocated us. The new room seemed a little better at first, but the bathroom had what looked to be shampoo spilled all over. We were in a rush and decided to get ready here anyway. On our way out we noticed that the view through on the door was not there and there was just a circular hole in the door! I felt violated. We talked to the manager at the desk and they were very helpful and apologetic, upgrading us to a suite and having our things moved. The suite was very nice and had a good view. Unfortunately there was what appeared to be a cigarette burn and hole in the duvet cover. Upon checkout I mentioned this and the hotel comped us our room service bill from breakfast. Overall I can't say enough nice things about costumer service, but I can't see myself staying in another W anytime soon. Three dirty rooms is just too many!