ComplaintsforThe Westin Hotel Cincinnati

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We stayed at this hotel November 18th they charged me 228$ for the hotel, then they said there was an error with the hotel card reader and to insert my card again. I said let me check my account first. It showed where they took the money out, I told them I will not put my card back in. The manager then took my card into another room while I was at the desk and stated she figured out a way to charge me only 1$ and that she will mark me as cash and I said fine. I was tired and ready to relax. I get up to the room and look at my account again where they had taken out the 1$ and they took out 198$ and 50$ my husband went downstairs to talk to them and they said it would be refunded on 11/20 I did not receive the money back I called the corporate office today (11/21) and after the call I checked my account and it stated 11/21 they took out the amount of 199$ my receipt shows the bill for the room is 164$. I called the hotel requesting my money back expressing how upset I am and they hung up on me twice. I am now -93$ in my account. Which will come with fees from being in the negative balance. Also upon arriving in the room the refrigerator did not work. A horrible experience. The people at the front desk were incredibly rude. I was on my honey moon and had to cut the trip short due to them draining my back account.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I stayed at the Westin Cincinnati as a part of a conference that was in town in February, 2023. I was staying with a friend who is a professor from *****. His university provided a credit card to pay for the stay. I arrived on Wednesday and found out that my friend was delayed due to weather. I went to the front desk to ask if I could check my bags, and the attendant told me that since my name was on the room, he could give me the keys if I provided a credit card. I asked to make sure that the room would not end up being charged to me, and he assured me that it would not be an issue, so I booked the room on my ******** card. On Saturday, when we were supposed to check out, I went back to the front desk and asked if I could stay an additional night. I was told sure, they would let me stay in the same room. I provided a ********** to pay, because frankly I didn't remember what I used before and I thought it wouldn't matter since I wasn't supposed to pay for the first two nights. When I returned home, I found out that I was billed for all three nights. I got an email from the General Manger, James, thanking me for the stay. I responded and asked him to help me with this billing error, but he never replied. I waited a week and called the hotel. A worker from the front desk listened, told me she would look into it, and would return my call later that day or the next day. She never called back. So I called a week later and asked to speak to a manger. I was given to Vanessa. Vanessa told me that she would look into it and call me back later that day or the next day, but she has never returned my call. I waited another week and called James, the General Manger. I left him a voicemail, and he has never replied.

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