ComplaintsforThe Westin Boston Waterfront
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Complaint Details
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Initial Complaint
02/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello,My family and I are staying in this hotel. On 02/18/23 at approximately 10am my daughter (8 years old) and I were attempting to access the hotel pool with our room key. ************ was not working so I preceded to go downstairs and get help. We approached the concierge and I explained the situation to him. I asked him if someone can possibly open it for us. He told me the only way to reconcile the situation is to get a new room key. He asked me for the room #- I said ****. He asked me for the name on the account I said *******************- my husband. He then asked me for ID. He said I need ID to prove that you are staying at this hotel. I said ***, my daughter and I are in our swimsuits in February- why do you think we are not staying here?. He had no answer. I was humiliated standing like a fool in the lobby waiting for my husband to come downstairs with his ID (he was on a business call at the time). This is completely absurd and discriminatory. Why did this concierge think we were not staying at this hotel? I expect a concierge to make my life easier not humiliate me. I have been traveling over 25 years in my adult life and have asked many times over the years for a replacement key and never received this kind of treatment. Is this Marriott culture?Customer response
03/02/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
01/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The Westin Boston ************* Charged my credit card (citi card)for Guaranteed no show total charge ****** for the date of 10/23/22. However I have a cancellation email and confirmation number ********. I have attempted to contact the Westin seaport with no return call multiple times. I have disputed the charge through my credit card however they hotel only gave them information regarding my No show despite having cancelation confirmation. I am providing further information to my credit card including email but would also like to have further assistance to ensure I have this charge expunged.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.