I purchased a Westin Heavenly Mattress and Box Spring on the internet. I was given a specific delivery date - 7/6/09 - and assured by a representative of the Westin Store that I would be contacted by the delivery agent on either 7/3 or 7/4 to establish the time of delivery. The date was selected to coincide with the delivery of a new bed which would be in place on 7/6/09. The new bed for a guest room with guests expected is in place, but the old bedding was removed by the people who delivered the new bed. No one from Westin contacted me as promised.
As I waited for a delivery which never came, I made several calls to Westin and was at first told nothing specific about the delivery of my mattress and ultimately told that there was an error. My mattress would be delivered sometime after 7/9/09. After complaining about the new delivery date, about which I had not been informed, I asked where physically my order was and for the name and phone number of the delivery agent. I was told by Westin that such information was not available, would not be made available to me, and that I would eventually be contacted by a delivery agent whose name, phone number and location would remain a secret until that time.
I found this situation to be unprofessional, extremely frustrating and unacceptable and elected to cancel my order. I was then informed that I would be fined twenty percent of the cost of my order: over $300.00. I still decided to cancel and purchase a mattress from a local vendor. I would strongly advise anyone considering the purchase of a mattress/box spring from Westin to avoid a great deal of potential frustration and consider other available options.
TAMPA, FL, FLORIDA -- We were supposed to stay at the Westin Tampa Bay, Harbour Island but because of a bad case of the flu, had to cancel. The reservation clerk told me that we could not cancel, had to pay for the one night, and that we should have booked with reservations by phone instead of online because that was the only way you could cancel. He then stated that the online prices were good, but he could get me the same price if only I had called.
I find this to be deceptive since the Westin, like other hotels, encourages you book online. My reservation was not through Expedia; it was directly on the hotel website. I have never been treated like this before, and will not be staying at any Westin in the future.