Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came to ********** al 6/27 was told early check in was not available which was inconvenient because I had an event that day. I came back at 3 and was still denied check in, as rooms were not ready. I got checked in about an hour past 3 maybe 45 min past 3pm. ****** was very helpful but kinda got hit with a generous amount of people that could not check in as rooms were not clean. I placed my 6 year old in our room to run and get all the things out the car as it was very hot and we were outside for a generous amount of time waiting on rooms. I came back and my door was cracked my daughter was crying scared and I asked her what happened she said a house keeper knocked and let herself in and asked my 6 year old if she seen a hot pink phone. My 6 year old was so scared she began helping her to find it, she said. I could not believe my ears and as she was talking about it to me the housekeeper came BACK without waiting for somebody to answer the door and let herself in then asking me if I seen a pink phone. I called the manager who told me that the housekeeper said she knocked and the door was opened (taking advantage of a 6 year old). And I made known it happened the second time with me in there so who is lying? I was given points and some breakfast but nothing was addressed on top of that my daughter no longer wanted to stay there because she felt unsafe. She went to stay with her grandmother for comfort after having paid ******. The points didnt even affect me because this reservation was booked by the bride. I paid too much to not get any follow up. I visit *** too often and now I have to take my money elsewhere where because Im not being taken serious. How do I know my child wasnt being scoped out to be trafficked ?? Its all in the air and I never knew what the outcome was especially with the house keeper lying saying the door was open for her and it being told me me that she was not in the wrong.

  Business Response

  Date: 07/23/2025

  The safety of our guests is of the utmost importance, and I apologize for the circumstances leading to this experience. We also pride ourselves on being a welcoming and friendly environment to all, but family is of deep importance to us and I also want to sincerely apologize for any distress to your child.

  We will be utilizing the comments shared as an example to review appropriate procedures with our team in order to ensure that such a situation does not occur in the future.

  Given your experience during your stay with us, we will be fully refunding the room charges associated with your reservation. It is typical for this process to take 3-5 business days to be reflected in the associated paying account, but the process may take up to 12 business days depending on the procedures of the supporting banking institution.
  
  I do hope you will consider acceptance of my apology for this issue, and please let me know if we can be of further assistance.

   

  
  

  Customer Answer

  Date: 07/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:11/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing to express my dissatisfaction with my stay at The Westin Element, **********, ** from Nov *****, 2023. I was unfairly charged a $40 late checkout fee with $6 in taxes, which I promptly disputed on Nov 24. The front desk associate's response was unprofessional and unhelpful, insisting I call back later and abruptly ending the call.Further attempts to resolve this via ********'s app and calls on Nov 27 led to no satisfactory response. Despite providing evidence proving my timely checkout, the charges were not reversed. I request a prompt investigation into this matter, the reversal of the late checkout fee, and measures to ensure such incidents don't recur.I initially contacted the hotel on November 24, 2023 at 10:**** EST for clarification and encountered the rude employee.At 10:57pm I called an left a voicemail with the night manager. At 11:38pm I began a text conversation through the Marriott iPhone application customer service where I was assured I would get a response shortly. Receiving no response after two days, I called The Element ********** on November 27, 2023 at 9:30am EST getting the same message, a manager will contact you. On November 27, 2023 at 5:33pm EST, still with no response, I called the Element again and was forwarded to *********************. The Westin front desk associate, ****************, informed me that the hotels managers, including one named ****, had reviewed my account and declined to reverse the charges. I was also informed that there were several notes on my account regarding this issue, including a note about an unauthorized pet, which is also inaccurate because I signed the pet waiver on check-in. It is disheartening the lengths I have gone through to prove my checkout time, including email receipts from other businesses. It is especially absurd because there is no requirement to check out at the front desk, and in fact, there was no one at the Element front desk at the time we actually checked out.

  Business Response

  Date: 12/08/2023

  ********************,

  I apologize for the difficulty you had in reaching someone to assist you with your issue.  We should have been able to discuss this issue upon your first contact with the hotel.  Because of this, we will waive the late check-out fee.  Please allow five business days for the account to be credited.  Again, please accept my sincere apology for the way this was handled.

  Sincerely,

  *******************, General Manager

   

   

  Customer Answer

  Date: 12/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************