Business ProfileforWestin Lake Las Vegas Resort and Spa

During my Stay at the Westin Lake Las Vegas from July 6th, 2023, to July 9th, 2023. I took a trip with my girlfriend for her birthday and after the 2nd day of our stay, she began to get sick and have chest congestion as well as really bad asthma. My girlfriend, being an experienced HV** technician, had a good idea of what could be causing her symptoms and decided to check the ** filter in the room and noticed it was covered in dust and looked like it hadnt been changed in at least over a year. Once she removed the filter and left it on our balcony, it made it easier for her to breathe at night in the room. We took the filter to the manager at the front desk of our checkout day showing her the excessively dirty filter and told her about our negative experience because of my girlfriend getting sick on her birthday stay at this resort. The manager then apologized and said she would refund our entire stay and printed out an invoice showing the total balance due amount of $0.00, we confirmed with her that we didnt have to pay anything, and she affirmed to us that it was all covered and free and that she was sorry for the inconvenience. After returning home, on July 9th, 2023, I noticed in my account the amount for the stay that was supposed to be free according to this manager was now being charged to my account. I immediately called corporate on July 10th, 2023, to dispute this and they told me they would investigate the matter and to email them my invoice from the stay. They then advised me to contact the bank and get that money refunded. The money got returned to my account after a matter of July 10th, 2023. Now it is September 19th, and I woke up to my bank account being in the negative from a charge from this hotel that told me the stay was free. We have the invoice as well showing the amount of the stay being credited back from the charge and the balance being 0.