Most of my Spg experience has been positive however I had a negative experience at the Westin Bristol on a similar issue. Had dinner and got chewing gum from the chair and table all over my pants showed it to the waiter who directed me to the front desk. They dry cleaned the pants to no avail. Spoke to the from desk before leaving and was told the issue would be taken care of. Said I would get a call with a solution. Few days past no call. Over the next week called the property a few times and was told they have no record of my conversations and then said I need to talk with house keeping and I would get a call. I pointed out there must be a record as a laundry charge to my room was reversed also gave name and time of people i had spoken to. No call si i called back i was told to Come by and show them the pants. Pointed out I do not live in Toronto and had shown the pants to the person at the front desk when the damaged occurred and again when I checked out. Was offered 500 points. Told them this was not acceptable. No help with the issue. Called customer care. With their help eventually got 8000 points. This did not cover the depreciated value of the pants however enough time was put into sorting this out. So I moved on. Should point out I told them the new value of the pants. Offered to support the price with a receipt. Told them as they were 6 months old I would be pleased to accept non replacement value that was fair to them and me.

While i know others have good experience with this location I have not stayed there since. Actually just drove by on my way to the Sheraton Gateway. I have also discouraged many others from staying there. I know none of my team use the property anymore.

Keep track of all conversations and go to customer service if required. Name the property and let us know if they handled it well or if there was a lack of customer focus. Things go wrong. Life happens. It is how things are handled when they go wrong that matters. This property on this occasion took a non customer focused approach that has resulted in a number of nights each year being moved. If only I had an ambassador a couple of years ago when this occurred.

Good luck.