I would like to start by saying this hotel is beau...

I would like to start by saying this hotel is beautiful and has a ton of history. When I checked in I was greeted by a staff member who made me feel like a long time friend not a guest. I was a bit down because I had to travel for business and was going to miss my wifes birthday. The only silver lining was that my wife was flying out after her birthday. The reservationist, listened and suggested possibly upgrading. I didnt need all three nights, so she reserved me Friday night and gave me a generous discount on a beautiful suite. Then Friday morning came, I confirmed all the details before I left for work, everything was set. They would move my bags and let my wife into the suite while I was at work...big shocked planned as my wife had no idea I upgraded us to the Pacific suite...out of the dog house for sure thanks to Westin. My wife lands, gets to the hotel, tells me how beautiful it is and she cant wait to see me. I ask how she liked the surprise suite. She said the room is nice??? But not a suite. They had placed her in my old room. I got back to the hotel around 1230 and was told by reservationist that suites arent typically ready at that time.
They would text us by 4pm. So we went out sightseeing and return at 4 pm...No text. I go to the counter and after multiple trips to the back, the reservationist said my deluxe room wasnt ready. DELUXE ROOM? I reserved the Pacific Suite! She goes back behind the door again, comes back several minutes later. Suddenly it wasn't booked that way and someone else was occupying our suite. But she is able to get me a deluxe room on a higher floor. I asked to speak to the hotel manager and she says she's a supervisor and this was the best she was going to do.

SO, what really happened? Westin had been selling out that week, they saw an opportunity to sell a suite at a significantly higher rate and they totally screwed me over with out batting an eye. I did however get a half sincere apology and was not charged the upcharge for my smaller room on a higher floor. Thank you Westin, I will never forget how I was treated, nor do I plan to stay in your beautiful hotel again.