"F" in customer service... A review of The Westin Indianapolis

Wow...where to start! First off, we arrived at 3:30, which is check-in time. We were the told that our room was not ready because the people in our room requested a late check-out...for 5:00pm!!! They rudely offered to downgrade us from our suite to a double bed room. Stunned, we turned it down and insisted on at least an equal or upgrade for our inconvience.

After waiting in the bar for over an hour, we were told that our suite was finally ready. When we got to the suite, housekeeping had not even been there yet and there were dirty towels, old food, a used disposable razor and garbage all over the room. We were finally moved to a clean room at the suggestion of a very friendly houskeeping staff member.

Upon arrival into the new, clean room, we were unpleasantly surprised. The room was small, had a funny smell, and was poorly laid out. The bed was really, really comfortable, but not enough to relieve all the stress they had caused. The bathroom was tiny and a bit on the gross side-Only one person at a time since you have to back in and back out to use the facility. The morning wake-up was very rude and abrupt with the loud neighbors as well as the construction going on. If you are looking for peace and quiet, you will not get it here!!

The front desk staff was extremely rude and unwilling to help. They appeared to be rather irritated that they were having to work. The conceirge desk seemed to be a gathering place for the employees to "hang out" and complain about the guests and the work they didn't want to do. According to a conversation we overheard, one of the valet parkers apparently does not like to park cars for the "out-of-town shoppers". We never did get an apology for any of the aforementioned inconveniences...

This was definitely the worst hotel stay I have had in the last 20 some years! Rude staff and lack of compensation in the amenities department makes a great recipe for disaster. Next time I will take my chances at a cheap hotel because I think they would at least appreciate the business. Needless to say, we will never stay at a Westin ever again! Too much money for such poor services.

Reviewed by
The Westin Indianapolis
749 reviews