Monday, June 29, 2009
Avoid the Westin Casuarina Hotel in Las Vegas, NV
I recently had a trip to Las Vegas -- the hotel where I stayed, the Westin Casuarina Hotel & Spa, was nice enough during the stay, and the quoted price was reasonable (~$75/night).
However, upon checkout, my bill included a $15/day Hotel Services Fee (plus tax, daily) -- when I asked what it was for, the manager told me it was for the pool, use of phone, and other services. Huh? Those aren't included in the daily rate?!? I asked her if I was able to opt out of these extra services, and she told me "no". So, why do this? Of course, it's so they can quote a lower daily room charge -- really, this is gross. I see a class action lawsuit coming their way. Of course, hotel guests won't benefit from the settlement, but some lawyer will, and Starwood Hotels will just proceed as usual.
Really, it's not about the extra $45 they charged me (3 nights) -- it's just the grossness of this type of idea -- that they said, "let's screw customers over with a fee that they can't do anything about, and then claim that it was in the fine-print on the order form." In the long-term, Starwood, you'll pay for this in customer defection. But, in the short-term, you're just making the world a slightly less nice place.
So... if you remember... try to avoid The Westin, and while you're at it, the rest of the Starwood Family of hotels (Four Points by Sheraton, Sheraton Hotels & Resorts, W Hotels, Le M�ridien, The Luxury Collection, St. Regis Hotels & Resorts, aloft, Element by Westin)
NOTE -- I'm not the only one with this problem -- you can see other unhappy customer complaints and bad customer reviews for the Westin Casuarina in Las Vegas here.
However, upon checkout, my bill included a $15/day Hotel Services Fee (plus tax, daily) -- when I asked what it was for, the manager told me it was for the pool, use of phone, and other services. Huh? Those aren't included in the daily rate?!? I asked her if I was able to opt out of these extra services, and she told me "no". So, why do this? Of course, it's so they can quote a lower daily room charge -- really, this is gross. I see a class action lawsuit coming their way. Of course, hotel guests won't benefit from the settlement, but some lawyer will, and Starwood Hotels will just proceed as usual.
Really, it's not about the extra $45 they charged me (3 nights) -- it's just the grossness of this type of idea -- that they said, "let's screw customers over with a fee that they can't do anything about, and then claim that it was in the fine-print on the order form." In the long-term, Starwood, you'll pay for this in customer defection. But, in the short-term, you're just making the world a slightly less nice place.
So... if you remember... try to avoid The Westin, and while you're at it, the rest of the Starwood Family of hotels (Four Points by Sheraton, Sheraton Hotels & Resorts, W Hotels, Le M�ridien, The Luxury Collection, St. Regis Hotels & Resorts, aloft, Element by Westin)
NOTE -- I'm not the only one with this problem -- you can see other unhappy customer complaints and bad customer reviews for the Westin Casuarina in Las Vegas here.
Labels: bad review westin hotel las vegas, las vegas hotel, starwood hotel, westin hotel
Comments:
I'm glad you posted this up, Dave. You ought to think about sending it over to Consumerist. When they do a writeup of a company doing disservice to its customers, the company often listens. BBB complaints might also be helpful, as well.
Is this a new general policy or it is unique to Vegas? I stay at Starwood properties fairly frequently and I have never seen a charge like this. Obviously I would be quite upset if I did.
Totally agree that this is outrageous and that us consumers should do everything we can to avoid places that slap on these unexpected fees.
That said, as someone who has been staying at a lot of hotels in Vegas recently, I have to say that this practice is, unfortunately, very common in Vegas.
In other words, it's not just the Westin. There are a few places that don't charge it but most seem to.
Travel sites usually mention the fee (and sometimes indicate the exact amount) so I just make a mental calculation and add it to the quoted "room" price.
That said, as someone who has been staying at a lot of hotels in Vegas recently, I have to say that this practice is, unfortunately, very common in Vegas.
In other words, it's not just the Westin. There are a few places that don't charge it but most seem to.
Travel sites usually mention the fee (and sometimes indicate the exact amount) so I just make a mental calculation and add it to the quoted "room" price.
I also feel the airlines are doing this practice as well and have to be careful now when just looking for the lowest price.
I don't know if it's a broad general policy, but the manager told me that it isn't specific to Priceline or any other booking provider (that they do it for all their guests, and that 'it was on the online purchase screen').
And, Cameron, good idea -- I'll send it over to the Consumerist and BBB.
Onward :-)
And, Cameron, good idea -- I'll send it over to the Consumerist and BBB.
Onward :-)
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