Julisa Meekins

Review of Westin Tabor Center

Snapshot for those who don't want to read: Despite...

Snapshot for those who don't want to read: Despite what Google says, breakfast is NOT free. $45 for a simple buffet breakfast for two. Not so nice response from manager when clarifying the discrepancy. Very disappointed.

When you first walk into the hotel, the lobby is spacious, inviting, and very nice. Our check-in was quick and easy; we even got to check in a few hours early. The room was just as wonderful. It was very clean, the bed was comfy, the bathroom was spacious and had very nice lighting, and the room had a huge window overlooking the other buildings and streets bellow. Overall, the actual stay at the hotel was lovely.

Now I am normally not one to voice my dislike about things that are inconvenient and disappointing. Things happen, and life goes on. However, when it comes to being disappointed due to false advertisement, I feel obligated to ensure no one else falls into the same trap. When planning the trip to Denver and deciding on a hotel, I chose the Westin, because not only did it seem nice and was close to everything in downtown, but it also offered "free breakfast", at least that's what it said on Google when I booked a room. I was thoroughly disappointed to find out that the breakfast was not free. The breakfast was your typical buffet, nothing too incredibly different. It was situated in a nice room, someone brought us to a table, we were served coffee and water by a lovely woman, and we got our own food. I was a little suspicious of how nice it actually was, but I new that from what I had read when I booked the room the breakfast was free, so I didn't worry, until I got the $45 bill. For two people, no additional drinks or food, but for two people to have a buffet breakfast was $45. I was super confused as to why I was being charged, because I was under the assumption that the breakfast was free from what I read when I booked the room. Afterwards, I looked at the hotel's website to see if this was something that I had overlooked, and I found nothing on the actual website, but Google still had it listed as "free breakfast" under its amenities. At check-out I asked the lady about the $45 charge for the breakfast. I explained to her that when I booked the room, it had "free breakfast" listed, and I showed her where. She explained to me that the breakfast was not free, but would talk to her manager. The manager came out, and, very rudely, told us that they have no control over what Google lists and that we needed to pay the $45 in full.

I am mindful of how I speak to others. All I wanted to do was clarify the discrepancy in what I thought was correct, and was greeted with a response that made me, the customer, feel disrespected. The least I expected as a response was, "I am so sorry for any confusion. Unfortunately, that information is incorrect. We will ensure that that information gets fixed." I was very disappointed in the way the situation was handled by a leader of their customer service. Because of this ending experience, I will probably not stay here again. I just hope that in the future either the hotel's website is updated with more clarifying information, or the information on Google is updated, so that others aren't having to spend an unexpected $45.