***NOTE***I want to start by saying that the point of this post is to inform all of you of a safety issue that happened not once but twice while staying at the Westin this year. I do not believe this will affect the hotel at all, but if people have the option of hotels, I want to make sure they are aware of this issue we experienced.
I have stayed at the Westin a few times over the years. Outside of the hotel being an older one, I have never had a bad experience with the rooms or the staff. Unfortunately, this year was not the case.
For anyone not aware, the Westin has a program called the "Green program". Essentially you for go room turn down service (unless you specifically ask for it at some point) and in return you get a voucher each day (after the first two nights) good for either $5 at the hotel or 500 bonus points for your rewards membership.
We always take this offer for a few reasons, but one of them is safety. As you all know, while attending Gencon, there is a lot of money in your room (between cold hard cash, products, etc). It is nice to know that people will not be going in your room and any anxiety of, "did we remember to lock this up, did we sufficiently hide 'X' expensive thing?" etc is almost non-existent.
However, one morning we were running late for an event, and in our rush, we forgot to grab some money we left by the TV. Around lunch time, we realized we had left it behind and went back to the room for it. When we walked into the room we saw that the room had been turned down, there was a roll away cot in our room, and the money by the TV stand was missing.
Now, we understand that it was probably a mistake on housekeepings part. They probably misread or somehow forgot that we were on the Green Program. There was a larger amount then what you would "tip" on the TV stand, but again, we can see how that could have been mistaken for a tip. However, we were still very upset. We went immediately and talked with management. At first they argued with us, telling us that they wouldn't put a cot in our room and do turn down service without us requesting it. They took the stance that it was impossible that they would make that mistake and even implied that we must have just forgotten that we asked for it. This, obviously, did not make us feel any better. Eventually they admitted that it must have been a mistake on THEIR end and they credited our account the money that was missing and promised us that they would do a security investigation to make sure we know who accessed our room without our permission.
If that were all that would have happened, then we would be upset but hey, mistakes happen.
On the morning of checking out at around 8 am in the morning, someone came to our door and banged on it like there was an emergency. I woke up concerned that something was wrong, woke up my fiance and our adrenaline was pumping. As I was heading to the door to see what the issue was, I heard someone use the key reader and they started opening the door without announcing themselves. Now anyone who stays at a hotel knows that it is standard practice for people to announce themselves when they enter, no matter if they are housekeeping, the front desk, etc. No one made an announcement. Luckily, my fiance latched the door and as soon as they hit the latch, someone slammed the door close and ran. By the time I opened the door, they were already down the hall and around the corner and I was not decent enough to chase after.
I got dressed and went to talk to management again. They showed little concern and again told me that I must have been mistaken because no staff was even allowed on that floor at that time. After a heated exchange, they agreed that they would do a security check (even though they haven't even done the first one yet) and that they would let us know the results before end of day. I informed them that we would be in the car and probably wouldn't be able to talk on the phone. The GM assured me she would leave a detailed message about the information of what they find.
We checked out and headed home.
On the drive home they called us but I couldn't pick up the phone. I pulled over when I could and listened to the voicemail. All they said was, call us back so we can tell you the information. We called back immediately and the GM was already gone for the day. We left a message for them and they even offered to exchange e-mail addresses so the information could be sent that way.
We did that and I sent in an e-mail right away as well.
Days went by, no phone call, no e-mail. I tried calling again and every time I did, I was told the GM was already gone for the day.
Every e-mail I sent returned no answer, and I know they have mine because when I gave them mine, they sent a quick e-mail to confirm it was correct.
Weeks turned into a month. Still nothing. All calls and e-mails ignored.
I called their corporate customer service, and after 17 hours logged waiting and talking with them over the course of days and being shuffled around from person to person each promising to find out what happened, I still to this day have had no results.
To add insult to injury, they never even added the points (base or bonus) that we earned for staying at the hotel. When I submitted a separate incident report for that, we were told that the points were added and they closed our case. Yet according to our account it is not so.
So at this point we can never bring ourselves to stay at the Westin ever again. Not only do we feel unsafe there, but they have shown us that they could not care less about us or the issues that happened. Every promise they made to us was broken and we are still left to this day wondering. While this was just ONE bad experience, this was a big one.