Macaiah Spence

Review of Westin Park Central

We didn't know that parking was not included when ...

We didn't know that parking was not included when we reserved our room. We saw that parking was ~$20 for the parking garage, so we parked in a lot about a block away upon arrival. We asked the front desk about parking when we checked in, and the gentleman said to use our room key to go in and out of the garage, so we thought that meant that the parking fee was waived with a room key/stay. I was billed for parking afterward, and called to have the fee removed, as we did ask ahead of time, and we were not told the fee would not be waived. Since we asked about parking, and the fee was not explained, I was very unhappy to pay the fee. Most hotels include parking in the cost of the stay. They need to clearly communicate that the parking fee is still applicable and will not be waived with use of your room key. Had this been explained to us ahead of time, we would have parked in the free lot nearby.
When I called the hotel, I was on hold for 20 minutes before a man came on the line and told me that since they had signage he would not remove the fee. I was treated very condescendingly on the phone when I tried to explain that we asked about parking so that we could avoid a fee. The man on the phone said that it is not the front desk staff's responsibility to communicate hotel costs, and that asking if parking is included with a hotel stay is the same as asking if my food is free at a restaurant. This is an absurd comparison!
Also, the power went out early on the morning of our stay. We hoped to sleep in as we were there for leisure. Instead, we were awoken to two very loud in-room intercom announcements that the power was out and not to panic.
This hotel really needs to learn good customer service, and how to treat their guests with respect when issues arise.