Front desk staff needs retraining!
Every year I stay for 3 nights at this hotel. The only reason they´ve kept me as a client for so many years is that my other option is the Westin Galleria or stay outside the Galleria. This time around I thought they might get a better review, the hotel has finally upgraded their elevators to the intelligent ones, and this has made the service much more efficient... Until they stop working on a Sunday morning and people had to use the service elevators or the stairs, the hotel didn´t provide any information to their guests, luckily we were on the 5th floor and were not checking out.
Last year the shower in my room didn´t work, this year it was the safe. The security staff that had to come in to fix it, was really apologetic, the problem was complicated, it took 4 visits to get it to work properly... My huge complaint is the customer service Westin Oaks provide through service express, no matter how big or small the business, you should always listen to the client. If I´m paying for a service I expect to receive a comprehensive replay like "we are doing everything we can to solve the problem, we are very sorry for the inconvenience" and offer a solution, later I learned that they have safes downstairs for cases like this. The response I received from Service Express on Friday night was "what would you like me to do? I can´t do anything, and don´t talk to me like that" (my tone was firm, asking for a quick solution).
The Westin Oaks provide good rooms, it´s clear to me that I´m paying for the location, but I don´t know how they are keeping their star rating. Any staff member that interacts with clients must be patient, they are representing the company, in this case Westin Oaks is showing not only a lack of supervision of their maintenance (also the towels were torn), also a lack of customer service training.