Roxann

Review of Westin Times Square

I stayed at the Westin New York Times Square for t...

I stayed at the Westin New York Times Square for two nights (February 14-16, 2020). The initial check-in process was efficient; I provided my license and credit card. I was then given four room keys for my stay, two for each room. There were three holds placed on my credit card, in various amounts. On February 15th, 2020, I went to the front desk and requested two additional rooms and a microwave to be billed to one of my rooms. The front desk attended requested identification for approval. I provided my license and was given two room keys, and a microwave was delivered to my room. Later that night, my sister and I ate at the hotel s restaurant. We had their lobster mac and cheese. We both used the room credits we were provided at check-in and squared away the bill.

On February 16th, 2020, at approximately 8:30 am, I returned to the front desk to inquire about my bill. The front desk attendant informed me that my credit card was declined and that I needed to vacate the premises immediately. I told her that it was impossible, as I have multiple holds on my credit card. I then ask why wasn t I informed of the discrepancy; she said a message was left on the room phone. At this point, the only thing left to do is pay the bill and leave.

I asked to speak with a manager. The front desk attendant disappeared into the back for a few minutes, and the manager and her came out together. His first comment stated that I was refusing to pay the bill. I told him I was not refusing to pay the bill. I wanted an explanation of the bill and why my credit card was charged, but the hotel is stating it wasn t charged. He said before he could answer my questions, I needed to provide a credit card. I refused to provide a card because I wanted my questions answered. He then proceeded to threaten me by saying he would get me fired because I am an employee. I informed him, I wasn t an employee, but my sister was. He said, well, she can get fired. I told him threatening me, or my sister was unacceptable. He asked me just to square the bill and leave.

I went to the room and gathered my guests, who joined me. I also went to the ATM to retrieve cash. I went back to the front desk and continue to discuss it with him. I told him that the hotel charged my credit card three times, I interacted with the front desk numerous times, and I ate at the restaurant at not once did anyone inform me that I was locked out my room for non-payment. I further explained that asking a quest to pay a bill without showing them the bill or explaining the break down is unacceptable. Lastly, I said you threaten my livelihood, and you realized that you did not have control because I am not an employee. He finally provided a bill, but with no explanation or apology. I paid in cash as was escorted out of the hotel. When asked for his name or the front desk attendant name, he said he could not give it out. However, I have the video of our conversation with him and the attendant clearly visible.

I was asked to leave the hotel at 9:00 am. Check-out was initially scheduled for noon. I had to drag my luggage around New York while trying to find a warm place to stay. I paid the bill in full and did not get to complete my state. I called corporate to complain, and Tracy S. reached out to me to discuss the situation. Initially, she stated my credit card was never charged, as the manager said. However, I informed her I have screenshots of temporary holds on my credit cards and the amounts. I also showed her the two very different bills I received, and I was questioning them. She then asked me to provide them. After review, she apologized and said that she could not understand why the breakdowns occurred, and my credit was, in fact, charged. I informed her that the experience left a very disheartening note on my trip. She said that she would speak with the manager of the hotel and get back with me. I have not received a call.