David Jackson

An Unacceptable Wait Time

Posted On January 05, 2024

Check in on departure day at the front desk went smooth. Driver was ready to go as soon as I approached the front entrance after I parked my car. Friendly conversation with the driver for the short ride to the airport. Departure gets a 5 star rating. The return pickup was DISASTROUS. I call the hotel at 10:09 p.m. to be picked up. I was told by the front desk gentleman to go to door number 15. After waiting 28 minutes (10:37 p.m.), I called the front desk again only be told this time that I should have been waiting upstairs on the departure level. At 10:59 p.m., 22 minutes later and 50 minutes after my initial call, i called the front desk gentleman again only to be told that the driver had already picked up. I WAS LIVID. I told the front desk gentleman whose name I did not get, that no vehicle came past in the time I was waiting. The driver finally shows up at 11:09 p.m. and I FINALLY reached my vehicle at 11:21 p.m. all based on screenshots I took and the call history for Westin. I believe the driver could sense my frustration as neither one of us spoke a word to the other the entire ride. I did expect a short delay after the initial call but the overall wait time was totally UNACCEPTABLE for a hotel that is only 10-11 minutes away. I called the following day and spoke to Jose who said he was the operations manager and explained my frustration thoroughly. I suggested that the instructions could have been clearer as to where to go (arrival/departure level) based on your arrival airline (door #5 or #15). Jose did offer a sincere apology for the mishap. Return rating 1 star, only because they eventually picked me up and more than an hour later returned me to my car. I will NOT choose Westin again as there are too many other options available even just across the parking lot.