ComplaintsforThe Westin Mission Hills Golf Resort & Spa

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Fri, 05/24/2024, I booked a room at the Resort for Sat, 05/25/24 through Mon, 05/27/24 (Reservation # R4942500669) for myself, my partner, and my 4-year-old daughter. Since the reservation was last minute, I agreed to resort's policy that there would be no refund if I chose to cancel my reservation. I was completely fine with this as I fully intended to spend the entire Memorial Day holiday weekend at the resort. When I checked in & took my daughter to the pool by our room, I noticed the water was very dirty with translucent white film and debris (hair, discarded plastic cups, food scraps, etc.) I assumed this was because it was the afternoon & that the pool had just been trashed by irresponsible resort visitors so I took my daughter out to return the next morning. That evening, when we went to the Bowling/Game Room, there were discarded scraps of food, drinks, and random trash all over the place that we kept bumping into as they were everywhere. The next morning, we went to the pool first thing in the morning, as soon as it opened &, it looked worse than the day before. The pool pump/filter was either out of order or not being run. The pool was so filthy that clumps of ************* were everywhere. The pool was so filthy & disgusting that I could not continue to expose my child to such criminally unsanitary conditions. My *********** chose to cut our vacation short rather that keep exposing our ***************** to potential infections. We went back to our room, thoroughly showered *************** child, and packed our belongings to leave. At checkout, I advised the Manager on duty of the reason for our early departure & informed her that I would be filing a complaint to the BBB about their criminal negligence with regards to **************** response was, "I understand. You gotta do what you gotta do." She blamed the clear lack of hygiene on the holiday weekend, waived resort/parking fee for 1 day only & said there was nothing else she could do.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is regarding reservation #*********3 on 12/25/2022 at 6:00 pm. Cost: $155.03. We came for the Christmas dinner "buffet," a terrible decision. It took thirty minutes to be seated for our reservation. A new host was training, but still, it was pandemonium and the restaurant was not busy. The term "buffet" is laughable—my grandmother offered more choices at a typical Sunday dinner than this restaurant did for a "holiday buffet." The food was inedible, terrible and flavorless, bizarre offerings, the desserts were obviously from a supermarket. I have no idea who chose this menu, what Food and Beverage director approved it, or who prepared it, but all should consider new careers. Service was abusive from Ariel, that is, when she actually came by. She snapped at us and never returned when I asked for a manager. Understandably, working on Christmas is no fun, but Ariel ensured our misery too. Worse, they had zero entrees which weren't meat or fish-based and also added meat to every single side dish. There was shellfish in the macaroni and cheese, bacon in the potatoes, clams in the soup, etc. Perhaps they don't think vegetarians Jewish, Hindus, Buddhists, kids or people with allergies also like to eat dinner on Christmas? There was literally nothing edible for me on this alleged buffet. I left starving and had to get food elsewhere after. Please note, I contacted the restaurant three times prior to my reservation to ask for a menu for this dinner and they never replied. To top things off, my elderly mother who did eat some of the prime rib ended up at urgent care at 4:00 am the next morning with symptoms of food poisoning (bill attached). This was a pitiful experience. I feel defrauded by this awful restaurant and abused by their staff. I'm a *******-****** platinum American Express member so I'm well acquainted with Westin restaurants. Note: I was charged for "spaghetti and meatballs" instead of full price for one of the two buffets... but I couldn't eat anything!

  Business response

  12/30/2022

  Good afternoon,

  Your complaint to the Better Business Bureau has been forwarded to me to reach out and offer resolution.

  First off, I want to say that we apologize for not meeting expectations while you dined with us on Christmas for dinner. From the wait to be seating to the food quality and service issues, we take your comments very seriously and I have shared them with our senior leadership team, including the Director of Food and Beverage to review and resolve accordingly. We value your feedback and will put it to good work. As a resolution, we will be taking care of the check as you requested. Please allow us some time to work with our accounting department on a refund of $155.03. We do want to thank you for dining with us on this special occasion and apologize once again for the experience you had.

  Please let me know if there is anything else I may assist you with. Take care and Be Well. Thank you. 

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 22nd, 2022 I had checked out of room 827 of the ****** mission hills resort, and about an hour after my departure, I had realized that I had left my expensive speaker in the room above the lamp fixture in between the two beds. I had immediately contacted the front desk to retrieve the item for me as I knew exactly where it was for them to get it. There was no other place that the speaker could have gone because the night before I was using it to play music. The front desk said they would get back to me but they never did. I was the one who had to constantly call them to get an update on the speaker. After a day of countlessly calling they finally told me that they couldn't find which was impossible. I have been going to this hotel for many years and was really disappointed to hear this, making me realize that they stole this expensive speaker. There's no explanation why they couldn't find the speaker as I had immediately called them and told them where it was for them to get it. Keep in mind that housekeeping didn't go into the room till after the security team went inside to check it out.

  Business response

  06/14/2022

  Good morning,

  
  

  I, ***** *****, Resort Manager at ****** ****** ******, called the guest and spoke with him. He told me the story again. There were also other occupants staying in the room. He said they are his ‘best friends’, but he does not let them touch his speaker at all. I did request a lock interrogation from security for internal purposes only. Our property does not issue compensation for items left behind by guests(lost and found items). He mentioned the speaker costs $200. I apologized for the inconvenience and would follow up after reviewing the report, but unlikely would receive any compensation or satisfactory resolution from this situation unfortunately.

  
  

  Thank you for your support and assistance with this case. 

  
  

  Sincerely, ***** *****, ###-###-####

  Customer response

  06/16/2022

   I am rejecting this response because:
  
  This item was left behind then stolen from this business. I gave the hotel the opportunity to come clean with their mistake but clearly they do not want to compensate me for my speaker that was stolen from that room. There was a tracker on that speaker and when I had initially checked it was at property of the hotel. Ever since the tracker has not been responding. I understand that this hotel doesn’t not compensate for “lost items” but this item wasn’t lost. I knew where it was, told the hotel where it was and somehow magically it wasn’t there. Without a doubt it was stolen. My best friends wouldn’t steal a speaker from their brother. Keep in mind that no one else went in the room after I had checked out. 

  Business response

  06/17/2022

  Good evening *******,

  
  

  I understand your frustration, but as you know we are not responsible for items left behind in the rooms. I did review the lock interrogation report and saw security enter the room to search for the item. The only other key used on that door was a housekeeping attendant. As a gesture of hospitality, I would be happy to provide Marriott Bonvoy points or invite you back for a one-night stay including breakfast at our resort. Sorry this is not the resolution you are expecting, but no compensation will be made regarding this item. Thank you and take care. ***** *****, Resort Manager, ****** ****** ******

*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. ↩