Michael Osborne

Review of The Westin Memphis Beale Stree...

We were in town for 1 night, checked into the hote...

We were in town for 1 night, checked into the hotel. Left briefly for a gas fill up, came back and valet parked the car for the night. Got up the next morning, walked to the Orpheum Theater for a play. We came back to the hotel and loaded up our luggage, as the valet pulled my vehicle up past the door and opened the rear hatch. We then got in the vehicle and headed out of town, never realizing that the valet service had either damaged or allowed my vehicle to be damaged while in their care. When I stopped for food about an hour out of town, I realized the damage to the vehicle and called immediately to inform of the damage. I was told at that time because I had left the property that there was not much that could be done. Funny since the valet service pulled up the vehicle so that I would not walk to the front and be able to see the damage and never told me that there was any damage on my vehicle.

So fast forward a couple of days and I speak to the General Manager Patrick. He assures me that he needs to look further into my claim of damage, but due to it being a holiday weekend that it will be a few days until he can get back to me. I am satisfied with that response and wait.

Fast forward 10! days, I have still heard from no one from the Westin and I call and leave a message for Patrick that I have not heard from anyone. Next day, I call again, Patrick now answers the phone. He says "I am sorry that no one from my staff has not gotten back to you, I need to look into this again, and I will assure you someone will be back to you today."

That was at 8:30 this morning. It is now midnight and I have heard from no one, yet again. I could not recommend the hotel for the reasons of dishonesty, and the inability to follow through on a simple promise that was made, not requested, but made.

Over $1000 later, out of pocket, paid by myself, I am now driving my repaired vehicle and can be assured that I will never stay at another Westin Hotel ever again. And if you choose to stay at the Westin, please self park yourself, because obviously the valet service is not to be trusted to be truthful and the management has chosen to cover for them because they have proven that the customer is not right.

UPDATE FROM THE ABOVE REVIEW:

After some continued discussions, we have come to a satisfactory settlement between myself and Westin. While I will not disclose the settlement, I felt that the discussion and the outcome were very fair and I have been satisfied. I accepted responsibility for having not noticed the damage to the vehicle before leaving the property and they accepted the fact that not all of their camera angles were able to cover my car during the whole visit. The General Manager Patrick, and the Valet Manager Tyler called me, asked me to send over my invoices for review, and then promptly called me back the following day with a proposal that I was willing to accept. I would like to thank them both for keeping an open mind and to trust in my integrity that was dealing honestly and with no malice or deception.