LondonElite, if you have not already spoken to the Customer Care Department, this experience is definitely worthy of filing a formal complaint. It can be done by email through the westin.com web site or by calling the Customer Contact Center nearest you and asking to be transferred to customer service.
I apologize for the experience you had at Turnberry. It is surprising in that we hear so many nice things said about this resort, but I suppose any property is capable of not putting forth their best effort from time to time.
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]