Brionna Owens

Review of Starwood Hotels & Resorts Worl...

When I arrived promptly at 3 pm on Friday evening ...

When I arrived promptly at 3 pm on Friday evening I
was at first glance very impressed.Shorty after checking in with Ms. Jenese, I went to go check out my room 728.
It took me a minute or two to get there because I wasn't informed on what floor I was going to or how to access or make the elevator move.

Luckily there was a couple who got on the elevator and showed me how. I immediately felt a little out of place,and thought maybe this is to high end for my kind. But the couple was very friendly and ensured that it happens more so than you would think. After arriving down the long hall to my room which was the very last door to the right,I immediately notice that the room's bathroom did not look like what I saw on the website at the time of booking.

I was under the impression that my room included both the garden tub, and separate glass shower. I marched down to the lobby to express my concerns with the room I thought I was renting. Before deciding a room I spoke with ,Jenese March 8th, (the actual day of my anniversary ) I told her that this would be my first time staying with the W hotel per my husband's request,and that I wanted our anniversary to be very special. So I just wanted to make sure I knew what I was paying for before deciding on a room. I ask Jenese does the King room have a separate tub.She said no,It only had the shower.

I expressed my typical womanly passion for soaking in a tub,It is super relaxing.But I told her my husband is 5 '11 he would prefer a shower.
She asked me to hold on while she verified my request.When she returned to the phone she stated" the Wonderful suite includes
both the separate glass shower and the tub. I thank her for her help and had a decision to make. Do I want a king size bed with no tub option or two queens
and to bathing options? I went with option two.

Fast forward to Friday 22 minutes after I checked in and I am standing in front of Jenese at this point. Very friendly but unable to correct this issue her self she calls on a manger on duty, Allen I believe short balding black guy.Needless to say he was the exact opposite of Ms.Jenese.He had an arrogance about him and a sarcastic tone.He asked me what I needed. He said the room you have doesn't include the shower, and you know its non refundable.

I explain to him that I had done extensive research (so i thought) before selecting and booking the room and even had spoken to Jenese,prior to booking,so that all of my ducks would be in a roll . He repeated your room does not include the separate shower. So at this point Mr. Jett ,there is a line behind me ,I am embarrassed,humiliated and feel like I have made the biggest mistake of 2017,by spending my hard earned money on booking with a 4 star hotel ,that was providing 0 star service.Out of a final plea I asked Mr.Allen what are my options here?He replied you can upgrade to the Fantastic Suite for an ADDITIONAL CHARGE of 100$. I told him I would have to pass on the upgrade but that I also notice there were other items missing from the room.
There wasn't any robes,slippers or the mini fridge I requested he shrug his shoulder and said I would receive those items later on.