Westin Times Square - Billing & Callback Issues
Oct 23, 2009, 8:06 am
#1
Original Poster
Join Date: Aug 2002
Location: Canada - YYC
Programs: Starwood Plt, Hilton Gold (got it free) AC Elite, Fairmont Plt, Priority Club Plt
Posts: 439
Westin Times Square - Billing & Callback Issues
Stayed at this property September 18th. The following occurred:
Here are my actions and results:
Just a note to watch postings on your credit card carefully. Also, while I have no other experience at this property, so can't comet on normal services levels, I found it poor service to have to call on multiple occasions to get this sorted out.
- No Platinum Amenity points
- No points for room charges
- Double posted room charges to credit card
- Additional unknown charge posted to credit card
Here are my actions and results:
- SPG looked after the amenity points
- Called hotel on 3 occasions Left message for Dorothy in accounting as was advised this is the person that would fix this. Each of my calls were on a separate day. None of my calls were returned
- Called SPG, they called hotel and confirmed Dorothy was the person to speak to. They advised they left a message for Dorothy to call me.
- Call still not returned 48 hours later.
- Reached Dorothy by calling again today. Told her I was concerned about no call back. She made no comment or apology on this. She advised they have no record of my charges. Told her my credit card statement was in hand. She looked further and then agreed there as a double posting and an unknown posting. Said she would credit the money back. Said she would follow up on the missing points.
Just a note to watch postings on your credit card carefully. Also, while I have no other experience at this property, so can't comet on normal services levels, I found it poor service to have to call on multiple occasions to get this sorted out.
Oct 23, 2009, 8:16 am
#2
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Los Angeles & Orange County, CA
Programs: Wouldn't you like to know?!
Posts: 23,822
One of the Westins with the WORST customer service, ever.
Since you mentioned about bill. Recently, at W Hoboken, when I checked out, I noticed an 80% increase in my room service bill. When I inquired, they had to find the original receipt. It turned out, the staff had added an additional 80% tip for herself. Does she think I wouldn't check my bill? Probably, since I order the item before I checked out.
Since you mentioned about bill. Recently, at W Hoboken, when I checked out, I noticed an 80% increase in my room service bill. When I inquired, they had to find the original receipt. It turned out, the staff had added an additional 80% tip for herself. Does she think I wouldn't check my bill? Probably, since I order the item before I checked out.
