Originally Posted by rendezvous

I just recently redeemed points for a 5 night stay over new years at the Westin in Key West, Florida. Things started off well at the beginning of the visit. To show appreciation for my gold status, they offered me an option of 1000 points, a free movie rental or a bottle of house wine (I know that pretty much everyone is gold, so I was very pleased with this offer and took the bottle of wine). The room had a nice decor, but was equipped with a large box TV and a window unit (which I don't really mind as long as it works). When I was waiting for a taxi with my wife, the valet guys were very friendly and helpful when giving me information and advice regarding food on the island. Although the trip started out great, not everything was up to par by westin standards. Everyday after the first day, the maids forgot to stock my bathroom with wash clothes (even though I called the front desk about this issue several times and they did nothing to solve the problem). The wash cloth problem wasn't a huge deal, but it did get irritating whenever I had to call guest services for wash clothes everyday. The real deal breaker for me was the broken A/C unit and the failure of the staff to fix the problem. The first couple days were cold, so I never used the A/c, but it warmed up later in the week. For some reason my A/C would not go below 79 degrees (I screwed with the thing for 30 minutes with no success) and my wife and I were woken up in a pool of sweat in the morning. I complained to the staff about it and they said they would send someone up to fix it. I get back to the hotel later that night and no staff member has messed with my A/C unit. I would like cold air, but my wife and I are really tired, so we just fall asleep in the sweat box. The next morning (day before I leave), I complained again and they said they would get someone up there. When I return to my hotel I noticed that someone was there because the buttons were adjusted, but the A/C was still broke. After that, I didn't even bother complaining because I was leaving the next day. To top it off, during the morning of my departure, I asked the front desk clerk about a 1:30pm checkout. He flat out told me no and didn't even bother to check his computers. I told him I was a gold member and he still looked at me without checking and said no. Overall a great location, but poor customer service outside of room service and valet.


I have never had a problem previously with any Westin, so this hotel must not be up the "Westin" standard. Anyway, I can say that I will never return to this hotel again.