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Business Profile

Hotels

THE WESTIN MICHIGAN AVENUE

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/16/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    customer service, check in time

  • Initial Complaint

    Date:09/01/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have attempted since June 2023 to resolve a dispute with the Westin Michigan Avenue ******* Hotel over charges in the amount of $601.08 for two nights (April28-29, 2023) that I did not stay in the hotel. These charges were submitted to my Marriott Bonvoy ************** card ending in 0087.I initially contacted the credit card company to dispute them and they were removed, only to be rebilled later after the company claimed the hotel presented "proof" that I was in the room on those dates. The hotel submitted a false narrative claiming I checked into the room on April 28. I did not. In fact, I checked into the hotel on April 27 and checked out on April 28. I presented the credit card company and the hotel with the receipts showing I checked out and paid for the room and other charges. I initially had booked a room for April *****, for a business meeting I was attending at the hotel. After discovering that I had requested the wrong dates, I cancelled the reservation and rebooked for April 27, checking out on April 28. Apparently the cancellation did not show in the hotel's system for some reason. Nevertheless, I did not check into a room on April ****************************************************** fact, I showed them evidence that I was already booked on a flight out of ******* on April 28.The hotel charged me for two nights when I was not in the hotel and had no plans to be. My efforts to resolve this have been thwarted by hotel personnel, who have not responded or promised to respond, only to never respond to follow-up phone messages or emails. I am truly disappointed in this experience because I have been a loyal ******** patron. I have stayed at that particular hotel at least three other times, including once in March of this year, and have always paid what I owe.This experience has shown me that there are both ethical and integrity lapses in the organization. I simply want a refund that I am *********** because I had canceled and did not stay there.

THE WESTIN MICHIGAN AVENUE is NOT a BBB Accredited Business.

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