Starwood Preferred Guest - What Happened in My Room? Westin Las Vegas

I recently stayed at the The Westin Casuarina Las Vegas and felt I needed to share my experience with you all. I stayed for two nights with a pre-paid rate of $89 a night, which I thought was an excellent rate for a Las Vegas property. Upon entering the parking lot, I was a little disappointed with the outside. There seemed to be a lot of homeless people and vagrants roaming throughout the parking lot and hanging out in the south-east corner of the lot near the gas station.

When I went to check-in I was offered a preferred room on a SPG floor, 14th floor. Upon entering my room, I found the room to be small and cramped. The room was very nicely decorated, but a little small. The A/C did not seem to cool the room properly. I found the bathroom to be amazing, newly renovated and very tastefully done.


NOW HERE IS WHAT YOU NEED TO KNOW:
After taking a shower to get ready for a night out on the strip I noticed a lack of power outlets in the room. My cell phone needed charging, so I had to crawl around on the floor looking for an outlet and I found one under the nightstand shelf between the beds. So I looked under to plug in my cell charger and I notice red splatter all over the wall and bed. I take a closer look and it appears to be BLOOD SPLATTER.

Now I am thoroughly disgusted with my finding, I wash my hands and arms and go right down to the front desk SPG check-In area. I speak with a gentleman at the desk and inform him that I would like to change rooms because I found what appears to be blood splatter on the wall. He asks me what room I am in and I tell him. His response was “Huh, I thought we got all that, where is it this time” I inform him it is on the wall, under the night stand/shelf between the beds. He then says “I don’t understand, we keep cleaning it up, but I guess we didn’t get it all” He checks me into another room now on the 16th floor.

I was not amused at all by the agent’s comments weather they were in jest or not. When it came time to check-out I sought out a manager and spoke him. He was very apologetic for his agent’s comments of making light of the situation and couldn’t have been more understanding of my frustration. He apologized that the room was released into inventory and stated that he would go up there and investigate and make sure that room was cleaned properly. He did seem to be aware some incident in that room though. He stated that because my reservation was pre-paid he could not do a rate adjustment, but instead he offered me 12K starpoints with I accepted. I thought that was fair, since that is enough for 1 free night there. He also gave me his card and told me to contact him next time I need to stay there. I was very satisfied with his service.



Here are pictures:
Picture 1 (http://links.pictures.aol.com/pic/99c07PRt6qRSJ6YqZznfHHpGgSMLSOY*LfHRv4xQp5Fd3Ig=_l .jpg)

Picture 2 (http://links.pictures.aol.com/pic/99c07PRt6qRSJ6YqZznfHHpGgaiKiR6lSrPNv4xQp5Fd3Ig=_l .jpg)

Picture 3 (http://links.pictures.aol.com/pic/99c07PRt6qRSJ6YqZznfHHpGgb38Q7k9Xd44v4xQp5Fd3Ig=_l .jpg)

Picture 4 (http://links.pictures.aol.com/pic/99c07PRt6qRSJ6YqZznfHHpGgUI*RzDgh696v4xQp5Fd3Ig=_l .jpg)

Very Nasty. I'm glad the end result met your expectations. What is happening in hotel rooms in Vegas? During a recent stay at Bally's in Vegas I noticed blood (not to your extent) on the curtains. I noticed it on the last day of my stay and didn't feel like making an issue of it; I would have asked for a new room if I noticed from the start.

That's disgusting. I'm sure there are all types of nasty things in each of the rooms in which I stay, but for the hotel staff to know about it, and then not make sure the entired room is scrubbed and disinfected, especially with blood, is an abomination. Whatever the cause of the splatter, every piece of furniture should have been moved away from the walls, all cloth fully cleaned, etc. :td:

but for the hotel staff to know about it, and then not make sure the entired room is scrubbed and disinfected, especially with blood, is an abomination. Whatever the cause of the splatter, every piece of furniture should have been moved away from the walls, all cloth fully cleaned, etc. :td:

That’s why I was so furious, THEY KNEW ABOUT IT. They should have made certain that room was CLEAN. The agent making light of the situation didn’t amuse me either. I am going to check with my friend out there what exactly happened in that room out of curiosity. He has some contacts in LVMPD.

The splatters don't really look that dramatic to me.

How do you know they were blood splatters rather than, say, spilled barbecue sauce? ;)

Anyhow, seems like much ado about nothing. If you knew what was REALLY splattered on the walls, bedspread, etc. of a typical hotel room, you might never stay in one again! :D

Thanks for the update, I truly appreciate when people take the time to post a trip report, but it would be even more helpful to post in an existing thread. This way information about a particular property is shown in one place.

The information jrzyshawn posts, is something I would definitely want to know about if I was researching the Westin Las Vegas.

Westin Casuarina, Las Vegas [Master Thread] (http://flyertalk.com/forum/showthread.php?t=707141&highlight=Las+Vegas)

It looked like Coca-Cola to me.

JP

It looked like Coca-Cola to me.

JP


I thought Starwood prefers Pepsi. :)

[COLOR="DarkGreen"][FONT="Verdana"]Thanks for the update, I truly appreciate when people take the time to post a trip report, but it would be even more helpful to post in an existing thread. This way information about a particular property is shown in one place.

OT:

But then the only people that would read the post or respond to it would be the people that actively read the Westin LV master thread. This has been something that has bothered me about the Master Thread concept.

In many cases, the Master Thread concept works great. The Aladdin/PH is truly deserving of one. Most of the questions that get directed to that thread are uniquely meaningful to that property. OTOH, if a phenomenal $49 promo rate got posted to that thread, most FTers would miss it and only PH devotees would pick up on it. IMO, a $49 rate promo for the PH would be best presented as a new thread and perhaps merged into the PH Master Thread once it has run its course.

This particular thread presents something that the OP thought might be of interest to people other than just the Westin LV devotees.

Disclaimer: I don't have a good solution to propose for handling this FT flaw.

Love the name of the thread.

The splatters don't really look that dramatic to me.

How do you know they were blood splatters rather than, say, spilled barbecue sauce? ;)

Anyhow, seems like much ado about nothing. If you knew what was REALLY splattered on the walls, bedspread, etc. of a typical hotel room, you might never stay in one again! :D

I am prety sure that is was blood, because they seemed to be very aware of the problem with that room.

Not sure why some of you are feeling the need to needle the OP on this one. I think most, if not all, of us can recognize that the story the OP tells is one in which he discovered something really gross (look again at that multi-plug, if need be) and diplomatically reported it to the front desk who allegedly, without blinking, acknowledged that there had been a "messy situation" in that room that had at least on another occasion been addressed.

That's enough for me. Super 8, Econo Lodge, Motel 6, okay. Anything above truckstop motor lodge level this IS NOT OKAY. All the more so when it's a Westin.

I thought the OP's note was dutiful, concise and on target. A guest has a right to not expect this sort of thing in an upscale hotel --- most particularly when the on site management is well aware of some previous incident in that room that fouled it in some way. Management had a full responsibility to ensure that room had been checked, double checked, and triple checked by housekeeping supervisors before it was put back into inventory.

I didn’t post this as one of those how much compensation am I entitled to threads, I just wanted to give an update/report of this place and my experience. I believe the manager I dealt with handled this to my satisfaction. I would stay there again, I do not think is the norm for this place, I think I just had a bad experience in a good hotel.

Not sure why some of you are feeling the need to needle the OP on this one. I think most, if not all, of us can recognize that the story the OP tells is one in which he discovered something really gross (look again at that multi-plug, if need be) and diplomatically reported it to the front desk who allegedly, without blinking, acknowledged that there had been a "messy situation" in that room that had at least on another occasion been addressed.

That's enough for me. Super 8, Econo Lodge, Motel 6, okay. Anything above truckstop motor lodge level this IS NOT OKAY. All the more so when it's a Westin.

I thought the OP's note was dutiful, concise and on target. A guest has a right to not expect this sort of thing in an upscale hotel --- most particularly when the on site management is well aware of some previous incident in that room that fouled it in some way. Management had a full responsibility to ensure that room had been checked, double checked, and triple checked by housekeeping supervisors before it was put back into inventory.

Thanks for being on my side in a tough forum... :)

very bad things might have happened in that room.

Ketchup? (Or catsup?) I can't bear to go back again and look, and I don't know how close you got to it either... at any rate, ewwww!

very bad things might have happened in that room.

I see alot of dried blood in my ICU; it's usually darker than this picture and more red/rust than the orange brown on your wall. Still, it's disgusting.

I see alot of dried blood in my ICU; it's usually darker than this picture and more red/rust than the orange brown on your wall. Still, it's disgusting.

Yea, some of the spots in particular looked very red for dried blood. Blood oxidizes and darkens pretty quickly. Im still not so sure it was blood. Hard to tell from a photo with artificial light but I didnt think it looked like blood.

Wether this is blood or not, it's not acceptable! :td:

Wether this is blood or not, it's not acceptable! :td:

I agree.

Wether this is blood or not, it's not acceptable! :td:

well, i'll just say that it really looks like soda or food product to me. and it's under the desk in a place that wouldn't be obvious to a cleaning person (like what would happen if a soda got knocked off a table)

i don't want to say it's acceptable, but at the same time, i wouldn't necessarily expect a housekeeper to get on hands and knees and look under desks and behind tvs, etc. to make sure that there's no food splatter someplace that a guest wouldn't usually see.

just my opinion.

Perhaps it is just my warped sense, but when the poster mentioned the comment from the Manager that they keep trying to clean it up but it is still there...made me think of one of those bad horror movies with a 'haunted room' where the blood keeps reappearing :eek: In any event, I'm glad he got some satisfaction.

well, i'll just say that it really looks like soda or food product to me. and it's under the desk in a place that wouldn't be obvious to a cleaning person (like what would happen if a soda got knocked off a table)

i don't want to say it's acceptable, but at the same time, i wouldn't necessarily expect a housekeeper to get on hands and knees and look under desks and behind tvs, etc. to make sure that there's no food splatter someplace that a guest wouldn't usually see.

just my opinion.

Yes, I think I agree more with this upon thinking about it. I have certainly found crap on the wall under the bed before, usually looking for an electric outlet, and havent thought much of it. Blood would be different, but it really didnt look like blood to me.

i wouldn't necessarily expect a housekeeper to get on hands and knees and look under desks and behind tvs, etc. to make sure that there's no food splatter someplace that a guest wouldn't usually see.

just my opinion.

Remember, the hotel front desk and, allegedly, the manager with whom the OP spoke appeared to be fully aware of the issues with some red substance's having been sprayed all over. References were made to this having been addressed in this same room MORE THAN ONE TIME -- apparently at guest's request.

I think that should encourage you to change your opinion.

If a hotel knows that something (blood, ketchup, canned sodas) blew up explosively in a room splattering the walls, it simply needs to be carefully cleaned. Not many of us would suggest that had been done in this instance.