I stayed at the Westin LAX about a week ago. I had a moderately bad experience. To start with, the first shuttle that came by didn't stop. I tried to flag it down, but no luck. It seemed not to be very full. The next shuttle did stop on its own and pick me up, about 20 minutes after I'd gotten to the shuttle pickup area.

Once I got to the hotel, not a bellhop to be found outside or inside. I was wheeling two large suitcases, one with my laptop bag over it, and had my large camera backpack on my back. (I've gotten pretty good at lugging that set of stuff around, but any hotel employee should be able to tell that help would be very much appreciated.) Checked in, not even an offer of luggage assistance from the front desk. I didn't bother asking since I just felt like getting to my room as quickly as possible and could tell there'd be a wait for a bellhop anyways.

Now, those are pretty minor issues. Nothing I'd complain about past filling in the comment card. Here's where things get interesting though: at about 9:30am the next morning, I get a call from the front desk. Apparently a previous guest left two laptops in the room I was in. They asked if they could send up security to find them. Since I was up and doing some work on my own laptop anyways, I consented. Security found them sitting in one of the drawers (a MacBook Pro and some sort of Dell, both new in boxes.) I found this absolutely insane. You'd think the maids would find such things left in a room. A hotel shouldn't have to bother a guest because a previous guest left valuables in a room.

A couple hours later, after waiting 20 minutes for a bellhop I checked out, but the bellhop was very apologetic for the delay and quite helpful, even insisting on waiting outside with my luggage for 15 minutes because the shuttles were backed up after I said he could just leave my stuff on the curb with me, so I didn't complain about that particular part of my stay.

Emailed Starwood to complain (mainly due to the ridiculous laptop incident.) I received a quick reply saying the matter would be escalated to the hotel, and then received a personal apology from the general manager within 48 hours or so and a promise of 4000 Starpoints back (I'd spent 4000 on the stay.)

All in all, quite a...unique stay. (Who the hell manages to leave two new laptops in a hotel room!?) But I appreciated the management's handling of the complaint, so if I need to stay at LAX again I'll perhaps try the Westin again and give them another chance.