ComplaintsforWestin La Paloma Resort & Spa
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I stayed at the Westin la Paloma in Tucson on July 24-25 of 2024. I experienced a non-working AC, bugs in the room, and an overall poor experience with minimal sleep .because of the issues the manager named Adam said he would add 15k bonvoy points to my account. That never occurred and my multiple phone calls to the property have never been returned. I do have a screenshot of the conversation that occurred via the Marriot app.Business response
08/05/2024
Thank you for this information. We have been in contact with our guest and have resolved this issue.Customer response
08/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22087212, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jordan Harstad
Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was a guest at this resort this past December but ended up not spending the night because security accidentally placed a drunk, belligerent man they had removed from their bar into my room thinking it was his. They used their master keycard to get him in and didn't verify the room was actually his, and I walked into him laying on the floor having soiled himself. It was a jarring and scary experience because I initially thought he broke in, but once my husband and I found security and management we came to learn it was their own error. Due to the stress of the situation we were no longer comfortable staying the night, but the manager was very apologetic and promised us 2 free nights in a suite to use at a later date, and to expect a voucher in our mailbox within a few business days. Even though this was a huge breach of safety and security on the hotel's part and was a scary experience, we decided that since the situation didn't escalate further, we would be happy taking the voucher and trying the resort again another time. Months passed with no voucher, and after prompting by me a voucher finally did arrive on April 5th, however it was for 1 night in a deluxe room, not the 2 nights in a suite we were specifically promised. I figured it was a simple miscommunication so I emailed the general manager Celia Richard explaining what happened and asking for clarification. TO THIS DAY, April 18th, I have not heard anything back from Celia directly. Over the course of the past 2 weeks, I have emailed her 3 times, called her, left a voicemail, and left my name and information with FIVE different employees at the resort. I have not received a single piece of information from Celia or any other manager. I find it unbelievable that the only person that is able to help me is the only person that can't return a simple message in 13 days. Between what happened in December and the way I'm being treated now, this is a HORRIBLE look for this location and for Marriott in general.Business response
05/01/2024
We have been in contact with our guest and have resolved this issue.Customer response
05/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******** ******
Initial Complaint
08/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On the 19th September 2022 I made a reservation via email for 27th-28th October 2022 for a stay at Westin LaPaloma. This was wrongly captured as 27th-28th September 2022 by Marriott Central Reservations. Subsequently the hotel charged my company credit card for no-show and they are refusing to refund the money because they say the incident happened a long time ago.Customer response
09/05/2023
This is to confirm that the Westin La Paloma contacted me and have refunded the wrongly charged no-show.Again thank you very much for the mediation.RegardsTankiso Mabote
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.