After being woken up at 2 am London time by my irate wife and listening to her ranting about Westin Michigan Avenue , I decided to post this since I can not sleep
She is on a biz trip- all her colleagues are staying at the Fairmont, but they were fully booked up by the time she decided to go. The choice was between Ritz and a starwood property, and I told her to stay in a Starwood property since both of us are SPG plats. She usually stays in W Lakeshore, but they had availability problems, so I booked her in Westin Michigan Avenue as it is close to Fairmont (big mistake).
We had pretty ordinary stays with Westins in the US (no upgrades in the last four stays)- she complains that Westin never upgrades her, so I book her an executive suite so that she doesn't crib. And hey, she is SPG Plat after all, so they should look after her well And she might get an upgrade to a better suite too
She lands up yesterday evening at 2000 hrs jet lagged and is told at the time of check-in that she is being given an upgrade- of all things- to a junior suite. She tells them that she booked and is paying for an executive suite, not a junior suite. But no, she is getting a junior suite and that is an upgrade since she booked an executive room!!! She luckily had a printout of the reservation which clearly said 700 sq ft and executive suite and the usual blurb. They run around, came back and say they are upgrading her to a junior suite. She does not want this "upgrade" and just wants her business suite- then she is told that all other suites are gone and this is the only one left.
OK, she checks in, is too jet lagged to figure out how the alarm works and asks for a wake up call for 0700 hours next day which is duly registered. And guess what- no wake up call. She luckily wakes up at 0830 hours, rushes to her meeting which starts at 0830- and when she asks them why she was not woken up at 0700, she is told she never requested a wake up call .
She had landed up in Chicago straight from a business trip in Germany, so has stuff to dry clean. Since she is in a hurry to get to her meeting on time (thanks to the wake up call that never happened), she calls up the house keeping who tells her to keep it outside her door and that they will send somebody immediately to collect it. And when she lands up in the evening just now, she finds the laundry bag happily sitting on her bed. And it won't be ready until tomorrow 0800 hours now even with express laundry and she has nothing clean to wear. And no one knows why it was kept inside the room rather than collected and sent for laundry in the first place
This is gist of what has happened in the past 24 hours of her stay in the hotel- there are two more days to go And I got half an hour of complaint about the customer service from my better half at 0100 hours long distance International. Will keep you posted on customer service, Westin Mich Ave style as I am sure this is only the beginning