The Westin Las Vegas (formerly Westin Casuarina), NV [Master Thread]
Mar 31, 2008, 10:49 pm
#46
Join Date: Nov 2007
Location: Dallas, TX
Programs: AA Platinum, Marriott Lifetime Titanium, Hertz 5-star President's Circle
Posts: 18
I spent the past weekend at the Westin Casuarina as well. Unfortunately, my experience was very similar to that of Mikeef. No A/C Thursday night, no hot water and no newspaper Saturday morning. Mikeef forgot to mention that neither the 17th or the 16th floors had a working ice machine either.
The property location is great, and the staff did respond appropriately to the issues when I notified them, but it's disappointing and irritating to have to deal with all of these issues at a Westin property.
The property location is great, and the staff did respond appropriately to the issues when I notified them, but it's disappointing and irritating to have to deal with all of these issues at a Westin property.
Apr 1, 2008, 12:55 am
#47
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,401
wow, these water issues have been going on for a few years. I remember when the hotel first opened the top floors had no water for a full day.
You'd think with the "resort fee" revenue they could at least fix the plumbing problem?
You'd think with the "resort fee" revenue they could at least fix the plumbing problem?
Apr 2, 2008, 9:02 am
#48
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Okay, I finally found the little card that tells me what the resort fee includes. It is:
1. Daily newspaper deliver (which is supposed to be free for Gold/Plats)
2. Valet & Self Parking (offered by virtually every hotel in Vegas)
3. Westin Workout Facility (also free for Plats)
4. Sauna & steam rooms at spa
4.5 (Added in later) Bottled water in guest room (which I always seem to get, anyway, as Plat)
5. Incoming faxes (for those who don't have email)
6. Notary public (No word on whether there is actually a charge to use the service, or if it is just available. What is it for, anyway? In case you do a quickie wedding in Vegas?)
7. Pool and whirlpool (not open half the year, free at virtually every hotel in Vegas)
8. Unlimited local calls (In case you are one of the six remaining people in the world without a cell phone)
9. Printing of boarding pass (You know, in case you can't figure out how to use the kiosk at the airport.)
Based on recent postings here, including mine, it's worth noting that hot water and air conditioning are not listed as resort amenities, so there is no need to expect those.
Mike
1. Daily newspaper deliver (which is supposed to be free for Gold/Plats)
2. Valet & Self Parking (offered by virtually every hotel in Vegas)
3. Westin Workout Facility (also free for Plats)
4. Sauna & steam rooms at spa
4.5 (Added in later) Bottled water in guest room (which I always seem to get, anyway, as Plat)
5. Incoming faxes (for those who don't have email)
6. Notary public (No word on whether there is actually a charge to use the service, or if it is just available. What is it for, anyway? In case you do a quickie wedding in Vegas?)
7. Pool and whirlpool (not open half the year, free at virtually every hotel in Vegas)
8. Unlimited local calls (In case you are one of the six remaining people in the world without a cell phone)
9. Printing of boarding pass (You know, in case you can't figure out how to use the kiosk at the airport.)
Based on recent postings here, including mine, it's worth noting that hot water and air conditioning are not listed as resort amenities, so there is no need to expect those.
Mike
Last edited by mikeef; Apr 2, 2008 at 9:21 am
Apr 2, 2008, 10:20 am
#49
Join Date: Mar 2008
Location: Austin (TX)
Posts: 308
be wary of conventions at the property...
at least from the way this article reads:
Conventioneer says hotel asks attendees to pay charges
By KATHLEEN HENNESSEY
Associated Press Writer
LAS VEGAS — Typical Las Vegas conventioneers take home a souvenir and a hangover. Don Dible wound with up a bill for the convention itself.
Dible, a writer from Murrieta, Calif., and others who attended a dental training conference at the Westin Casuarina Hotel & Spa in October say they've been unfairly hit with thousands of dollars in charges owed by the cash-strapped consulting group that organized the meetings.
"Hey, I just showed up and handed the registration clerk my credit card. I paid for my room and expenses. I thought that was the end of it. Five months later I'm charged $665? I'm not a happy camper," said Dible, co-author of "Chicken Soup for the Dental Soul."
Dible's credit card statement shows a $665 charge posted in March from the hotel just off the Las Vegas Strip. In a receipt he forwarded to The Associated Press, the resort described the charge as "pro-rated amount per attendee."
The Coaching Center of Austin, Texas, said it owes the hotel roughly $50,000 in fees for the four-day conference it organized. President Suzanne Black said she was trying to arrange a payment plan when she was told by Westin management that the hotel would recoup the bill from attendees.
"I really could not believe they were going to do that. I didn't think they could do that," she said.
Black said her attorney is reviewing the dispute.
When Dible questioned the legality of the charges, he said he was referred to language on his hotel room invoice holding him liable "for this bill" if he, the company or a third party fails to pay for "any part or all of these charges."
"My assumption was that was the charges on the bill I'm signing," he said. "Not for the whole conference."
The Westin Casuarina referred questions to a lawyer for its parent company, Kentucky-based Columbia Sussex Corp. The lawyer did not return two calls seeking comment.
[snip]
The Las Vegas Convention and Visitors Authority said it didn't consider the Westin's handling of the delinquent bill to be standard procedure.
I'd be a little miffed if I saw that on my statement as well...not that I exactly do a lot of conventioneering.
Conventioneer says hotel asks attendees to pay charges
By KATHLEEN HENNESSEY
Associated Press Writer
LAS VEGAS — Typical Las Vegas conventioneers take home a souvenir and a hangover. Don Dible wound with up a bill for the convention itself.
Dible, a writer from Murrieta, Calif., and others who attended a dental training conference at the Westin Casuarina Hotel & Spa in October say they've been unfairly hit with thousands of dollars in charges owed by the cash-strapped consulting group that organized the meetings.
"Hey, I just showed up and handed the registration clerk my credit card. I paid for my room and expenses. I thought that was the end of it. Five months later I'm charged $665? I'm not a happy camper," said Dible, co-author of "Chicken Soup for the Dental Soul."
Dible's credit card statement shows a $665 charge posted in March from the hotel just off the Las Vegas Strip. In a receipt he forwarded to The Associated Press, the resort described the charge as "pro-rated amount per attendee."
The Coaching Center of Austin, Texas, said it owes the hotel roughly $50,000 in fees for the four-day conference it organized. President Suzanne Black said she was trying to arrange a payment plan when she was told by Westin management that the hotel would recoup the bill from attendees.
"I really could not believe they were going to do that. I didn't think they could do that," she said.
Black said her attorney is reviewing the dispute.
When Dible questioned the legality of the charges, he said he was referred to language on his hotel room invoice holding him liable "for this bill" if he, the company or a third party fails to pay for "any part or all of these charges."
"My assumption was that was the charges on the bill I'm signing," he said. "Not for the whole conference."
The Westin Casuarina referred questions to a lawyer for its parent company, Kentucky-based Columbia Sussex Corp. The lawyer did not return two calls seeking comment.
[snip]
The Las Vegas Convention and Visitors Authority said it didn't consider the Westin's handling of the delinquent bill to be standard procedure.
I'd be a little miffed if I saw that on my statement as well...not that I exactly do a lot of conventioneering.
Apr 2, 2008, 12:10 pm
#50
FlyerTalk Evangelist
Join Date: Dec 2004
Location: Sacramento
Programs: UA 2MM/GS; SPG Lifetime Plat; MHC Lifetime; Tar Heel forever; and I "Dig the Pig" at Piggly Wiggly
Posts: 12,152
I am very surprised to read about all of these issues at a Westin, much less a Westin in a "big" city.
I wonder what our experience will be like when we stay there this summer.
I wonder what our experience will be like when we stay there this summer.
Apr 2, 2008, 1:34 pm
#51
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
If you are a video poker player, the VP is outstanding at the casino.
Mike
Apr 2, 2008, 6:08 pm
#52
Join Date: Jan 2004
Location: Calgary, AB. , Canada
Programs: Marriott Bonvoy Lifetime Titanium , National Car Emerald Club Exec Elite, AC 50K Elite
Posts: 151
Currently not enjoying a 3 day stay at this property. Also not happy to report that in addition to certain problems at check in, and the acting manager's inadequate response in offering to waive a non-existent (ie reservation made before the introduction of this little gem of a) "resort fee".
see:
http://www.flyertalk.com/forum/showt...=771908&page=6
I have experienced the following problems and interesting management practises (and here for one more night, so I reserve the right to add to this list before checkout):
1. Employees parking their vehicles in the surface stalls closest to the front entrance (a somewhat unusual practise for the most sought after stalls);
2. The normally cramped (with a stated capacity of 24 souls) reception room, allowed to go to overcapacity (counted 35 people);
3. Elevator to parkade with missing tiles on the floor and other tiles duct taped down;
4. SPG Preferred Guest apparently told by hotel that the charge for high speed internet access is $9.95 per day. Cards in room stating (pick your room - I have been moved from one room to another as a result of the aforementioned problems at check in and after a sleepless night listening to sirens) it is either $12.99 or $13.99 Upon checkout given a statement indicating charge for $27.98 for 2 days of internet access.
5. Despite signs all around the property stating it is non-smoking, ashtrays and smoking are placed and occur throughout the public areas of the property (perhaps there is an implied waiver for the casino - not sure);
6. No shampoo or conditioner in the room. Water not replaced from day to day;
7. Poor television reception;
8. Water in hotel completely out on Monday afternoon without warning;
In summary, this hotel appears to be in a head to head battle with the Westin LAX for most deficient Westin property. For the record and based on my recent experience, I'm putting my money on the Westin Causuarina.
On a more positive note, at least they offer rubber duckies in each room.
see:
http://www.flyertalk.com/forum/showt...=771908&page=6
I have experienced the following problems and interesting management practises (and here for one more night, so I reserve the right to add to this list before checkout):
1. Employees parking their vehicles in the surface stalls closest to the front entrance (a somewhat unusual practise for the most sought after stalls);
2. The normally cramped (with a stated capacity of 24 souls) reception room, allowed to go to overcapacity (counted 35 people);
3. Elevator to parkade with missing tiles on the floor and other tiles duct taped down;
4. SPG Preferred Guest apparently told by hotel that the charge for high speed internet access is $9.95 per day. Cards in room stating (pick your room - I have been moved from one room to another as a result of the aforementioned problems at check in and after a sleepless night listening to sirens) it is either $12.99 or $13.99 Upon checkout given a statement indicating charge for $27.98 for 2 days of internet access.
5. Despite signs all around the property stating it is non-smoking, ashtrays and smoking are placed and occur throughout the public areas of the property (perhaps there is an implied waiver for the casino - not sure);
6. No shampoo or conditioner in the room. Water not replaced from day to day;
7. Poor television reception;
8. Water in hotel completely out on Monday afternoon without warning;
In summary, this hotel appears to be in a head to head battle with the Westin LAX for most deficient Westin property. For the record and based on my recent experience, I'm putting my money on the Westin Causuarina.
On a more positive note, at least they offer rubber duckies in each room.
From: "*****" <****@westinlv.com>
To: ****
Sent: Tuesday, March 25, 2008 8:01 PM
Subject: Your recent stay at the Westin Las Vegas
Dear Mr. (traveldog),
Thank you very much for staying with us on your recent visit to Las
Vegas. We truly appreciate your business. We value your important
comments and I can assure you that they were immediately discussed with
our staff. We are continuously seeking the best way to serve our guest,
provide an excellent value within our market and live up to our mission
statement. Your comments certainly help us in this endeavor.
Mr. (traveldog), I am truly sorry that your stay with us was less than you
had expected. I have personally spoken to all staff concerned and
re-emphasized the importance of excellent guest relations so future
guests may not have the same experience as you detailed. I am terribly
sorry that you had challenges checking in and was not happy with the
location of your room. I am certain that you understand these incidents
are an exception and we are continuously training our staff on
exceptional service.
To thank you for your feedback and to apologize for our lapse in
service, I have placed 12,000 points in your Starwood Preferred Guest
account.
If I can assist you in any other way, please do not hesitate to contact
me.
Personal, Instinctive, Renewal
**** • VIP Services Manager
The Westin Casuarina Hotel • Casino & Spa
160 East Flamingo Road • Las Vegas • NV 89109
Tel: 702-836-5900 • Fax: 702-836-5991
OK. As of 1 week later, the promised points are a "no show". After another call to SPG Corporate Services I'm advised they'll attend to this themselves and ensure the promised points are deposited within the week. Ask me if I am skeptical.
Last edited by traveldog; Apr 2, 2008 at 7:01 pm
Apr 2, 2008, 6:53 pm
#53
Join Date: Dec 2007
Location: Canada
Posts: 1,507
Trying to be a Westin
I have stayed here before.........and that is correct, it is the old Maxim with some touch ups to try and make it look / feel like a Westin. When I stayed they double billed me and had the inconvenience of trying to fix a problem somebody else made. There are TWO major problems with this hotel. 1. It is owned and managed by Columbia Sussex, whom seem to have major problems with the way they operate corporately. They have had lawsuits against them; certain states have tried to ween them away from operating in some jurisdictions etc., 2. The General Manager is obviously brain washed from the ownership group who would probably fire him ( well not probably .....would) if he tried to spend enough money and take care of the guests !
The crappy part is I actually love the location of this hotel and it's size....it is just too bad you could not be confident you will have a great stay when you visit. It is rolling the dice. Plus the lure of the starwood points
I think we are brainwashed by these darn points, yet it is an addiction. I will have to say it does burn me to see some of the rates a person can get on priceline etc., to stay in the same place.
The crappy part is I actually love the location of this hotel and it's size....it is just too bad you could not be confident you will have a great stay when you visit. It is rolling the dice. Plus the lure of the starwood points
I think we are brainwashed by these darn points, yet it is an addiction. I will have to say it does burn me to see some of the rates a person can get on priceline etc., to stay in the same place.
Apr 2, 2008, 11:52 pm
#54
Join Date: Feb 2008
Location: Santa Monica, San Diego
Programs: SPG Plat, HH Diam, MR Plat, AA Plat, CO Elite Plat., Hertz Gold
Posts: 140
I think we should turn the tables and start sending the Westin Cas. invoices for "Inconvenience Fees" for the following:
1. Time spent disputing erroneous charges on credit card (6 months later)
2. Limited availability of showers
3. Lack of a/c in the middle of the desert
4. Lack of water especially, when there's no a/c
5. Time wasted waiting on elevators
6. Time needed to unwind from the stress created being in the "unwind" lounge
7. Stitches needed after diving in the "pool" and hitting head on other end
8. Time spent discussing with f/d and mgr regarding ridiculous "resort fee"
9. Time spent on the phone with *wood inquiring about promised points
10. Therapy required after staying at this property
1. Time spent disputing erroneous charges on credit card (6 months later)
2. Limited availability of showers
3. Lack of a/c in the middle of the desert
4. Lack of water especially, when there's no a/c
5. Time wasted waiting on elevators
6. Time needed to unwind from the stress created being in the "unwind" lounge
7. Stitches needed after diving in the "pool" and hitting head on other end
8. Time spent discussing with f/d and mgr regarding ridiculous "resort fee"
9. Time spent on the phone with *wood inquiring about promised points
10. Therapy required after staying at this property
Apr 3, 2008, 1:11 am
#55
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,401
Keep reporting everything to corporate services, this prop will get billed back for not responding as well as the log of complaints. Then again, Starwood corporate should be more aware of problems at this property than we are. It's a drain on the great Westin brand.
Apr 3, 2008, 3:39 am
#56
FlyerTalk Evangelist
Join Date: Nov 2002
Location: All over
Programs: Most
Posts: 10,839
Was there last week to finish off the 1/2/3 promo. Housekeeping supervisor knocked the door couple of times and then opened the door at 10:45 (or could have been 9:45) in the morning despite the DND sign outside. Promptly placed a call to the Manager on Duty who promised to speak with the lady and told that he would give me 5000 points for the inconvenience. We'll see when the points post.
Quite frankly I would never stay at this property unless there is an attractive promotion running and even then I was again thinking what the heck I am doing here.
Quite frankly I would never stay at this property unless there is an attractive promotion running and even then I was again thinking what the heck I am doing here.
Apr 3, 2008, 7:39 am
#57
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
Was there last week to finish off the 1/2/3 promo. Housekeeping supervisor knocked the door couple of times and then opened the door at 10:45 (or could have been 9:45) in the morning despite the DND sign outside. Promptly placed a call to the Manager on Duty who promised to speak with the lady and told that he would give me 5000 points for the inconvenience. We'll see when the points post.
Quite frankly I would never stay at this property unless there is an attractive promotion running and even then I was again thinking what the heck I am doing here.
Quite frankly I would never stay at this property unless there is an attractive promotion running and even then I was again thinking what the heck I am doing here.
5,000 points for knocking on the door?
If you get those points, without any hassles or follow-up, I'll never post here again!
Apr 3, 2008, 9:21 am
#58
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Mike
Apr 3, 2008, 1:10 pm
#59
Join Date: Jan 2004
Location: Calgary, AB. , Canada
Programs: Marriott Bonvoy Lifetime Titanium , National Car Emerald Club Exec Elite, AC 50K Elite
Posts: 151
I'm only on Day 5 waiting for mine to show. I'm guessing they never will. My experience was bothering me way more than it should have, so I called Corporate Services. I was very clear with them that I did not want any additional points, dollars or any other compensation. I just wanted to let them know how I felt and get a response from the hotel.
Mike
Mike
Apr 3, 2008, 1:22 pm
#60
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Mike
