The Westin Annapolis — Hotel in Annapolis

I had a litany of problems at this hotel. ||||When I arrived, I was assigned a room. I went to the room and found there were many issues. Generally speaking, the room was not clean. There were tissues next to the trash that had not been picked up, and scuffs of some black substance or other on the shower floor. This should have tipped me off to the disgusting things I found later, but I thought it was just minor housekeeping issues. (How wrong I was, I would realize in the morning). Also in the bathroom, the sink hot and cold handles leaked significant amounts of water, causing flooding of the entire vanity counter. In addition, the thermostat would only go as low as 65, which might not be that much of an issue if the temperature even began to approach 65 but it did not. It would not go below 72 no matter what. Plus, it kept turning itself completely off (no, I did not have it on Auto and even if I had it should not be shutting off given that it had not reached the right temperature). That said, I had work to do and did not feel like delaying it, so I decided to stay put in the room and make do. I found the incredibly bad bathroom design and the horribly uncomfortable bed rendered my night unpleasant. The bad wifi was not a help, either. ||||But the real big problem came the next morning, I woke up and went to shower and realized the shower heads were filthy with mineral deposits and soap scum. Even worse, I found that there was crusty brown reddish stuff all over the shower wall. Also, the same brown black red crusty substance was all over the towel rack over the toilet, and on the vanity shelves. The towels had brown stains. In short, it appears that there were bodily fluids ALL OVER THE BATHROOM which were not at all cleaned up by the cleaning staff. ||||I called down to the front desk and had my room moved. They moved me. The new room was 85 degrees so I immediately asked for another. The final room I got also had thermostat issues; you could not turn it down lower than 65 and it would not go lower than 70 in the room. Like the first room, it kept kicking off. I gave up on trying to change rooms and kept this one, but there were a NUMBER of problems. The shower - while not as bad as the first room - was still not what I would call clean. The sink had the same problem - anytime you turned the hot or cold handles, water poured out of the fixture onto the vanity counter. You could not keep anything on the counter or it would get soaked. The toilet had something wrong with it and would not flush properly. The phone was not working correctly - I could only use it on speaker, and if you had it hung up it would keep turning on and off by itself. Many of the plugs didn't work, and the hair dryer was broken. Again, the bed was horribly uncomfortable. ||||Across the board, the reception was HORRIBLE all over the hotel, and the wifi didn't work well. TVs in both rooms seemed not to function correctly. And the whole having ONE ELEVATOR for the whole hotel thing was a giant pain in the butt. Horrible! Lastly, to add insult to injury, I was double charged for service fees on my second room service order. As a platinum elite member, I expected much better. ||||I will say, on a positive note, that the hotel deserves credit for a couple things: Every front desk employee I spoke with was lovely and professional, and tried to fix the room problems that I reported. The engineers who came to fix the AC in the final room were great, very pleasant and actually got it working a little better (though still not what I would call well). The room service food was good and well prepared. Finally, I appreciated that they actually use fitted sheets and duvet comforters, instead of the "wrapping a dirty comforter in sheets and using a tucked in flat sheet as a fitted sheet" thing that so many hotels do now. But the other problems were totally unacceptable and rendered the overall stay pretty darn unpleasant.||||I got an email after check out from the management asking that I leave a good review, or if not, if I contact them directly and tell them why I would not be able to leave a good review. I did so -- the above is basically a cut and paste of the email I sent them. Close to two weeks later and no response. The management of this hotel does not care about its guests, that much is clear. ||||Stay away. You can do...

What a huge disappointment! This was not the Westin I have been accustomed to for the last eight years. I am a Bonvoy Titanium Elite member and Bonvoy Lifetime Silver Elite member, yet this was never acknowledged and I was treated horribly. The staff needs to be educated on the benefits/rewards that come with these earned statuses. The service, food (which used to be good, now is consistently terrible), cleanliness of rooms, and staff/management have all gone drastically downhill, yet prices have increased quite a bit. Sadly, you dont get what pay for. The problem is you are no longer paying for the premium stay Westin Annapolis used to provide. A communal microwave in the ice closet for each floor? Not only is that incredibly tacky (especially given their rates) but how is that not a health hazard? They got rid of the good coffee makers for cheap/plastic ones that make horrible coffee. They leave you two tiny creamers to use for your stay. The towels were not clean and were worn. The pillows were mushy and flat. The room was extremely dusty (which really bothered my allergies) and not terribly clean. I was woken in the middle of the night and kept up for hours by a barking dog, yet the GM tried to blame my small service dog who doesn't even bark and who has been accompanying me for years without incident to many high end Marriott hotels, including this Westin since 2017 (even though no staff member ever called or checked to see whose dog it actually was) . The GM even, very innapropriatetly, threatened me, which I reported to Titanium Services, but there was never any proper follow up from the hotel. To add insult to injury, I was also incorrectly invoiced, the staff claimed to have fixed the error, after making me wait for a half hour, but I later found out I was still incorrectly overcharged by almost $300, despite assurances from Joey at the front desk. I have had to report this to my bank. Many of the front desk and food and beverage staff are unprofessional or just apathetic, and are not at all disability friendly. I will say the houskeeping staff was mostly quite pleasant. The front desk made commitments they apparently were not authorized to on my room rates since the hotel refused to take points or room rewards for the entire week, yet the manager attempted not to honor them. I was told I was dealing with an assistant manager at one point, thenlater told thisnperaon was no any kind of manager. This unprofessionalism across the board especially goes for Rodney, the GM, who is extremely rude, condescending, and incredibly dishonest. He clearly does not empower his staff. He literally brougt me to tears during my recent visit, due to the passing of a family member. No empathy whatsoever. His behavior was inexcusable. I have spent a great deal of money over the years and been a loyal customer of Westin/Annapolis, which apparently means nothing to the management there. Several years ago I gave Westin/Annapolis an excellent review which they thanked me for. After this last stay, they have lost my business permanently and I would not recommend this hotel to anyone. Save your money and go to a Residence Inn where you will get better, more...

My husband and I attended a wedding this weekend that was being hosted at the Westin Annapolis for friends of ours. Check in was 3:00pm. When I went to check in to our room at 3:00pm I was told there was a delay in arrival of linens and that it would not be until 4:00pm until we got our room. The front desk worker took my phone number and promised to call me right when my room was ready. I sat in the lobby of the hotel (which has almost no cellphone reception) along with a handful of other guests for the next 90 minutes waiting. Finally around 4:30pm I went up to the front desk to check on the status of my room. The woman told me she was sorry that my room was still not ready and that I would still be waiting. I explained to her that I had driven quite a ways to get to the wedding, that I needed to shower and get ready before the wedding that I needed to be at by 5:45. I told her I didn't care what type of room she gave me at that point. She began typing a bunch of information in to her computer and "magically" a room of exactly what I had reserved was ready. I was given my keys and off I went to my room. The room was nice. Not over the top great, but nice. It was obvious the room was "lightly" cleaned as there was round dirt spots on the bathroom floor and someone's long hair strands in the bathtub. Since I had literally less than an hour to get ready at that point, I didn't want to fuss with trying to get a different room. Wedding was great. Westin did a great job as the host for the ceremony/reception. Then came check out. I was emailed my check out bill. The room rate was what it was but at the bottom of my bil it stated the Authorized Payment amount was easily another $50+. No explanation given for the extra money charges. I was concerned, so I called the front desk to inquire about the charge. I was then informed that my card was charged this amount as a security deposit and that the amount would be released in 5-6 business days. Never was I told about a security deposit prior to this charge. You would think that would be something they'd mention before they take your credit card information and charge their customers. I understand that things happen and delays sometimes occur, but the Westin Annapolis did nothing to make up for their lack of preparedness for their guests...and at high nightly rate at an establishment such as the Westin... I would have expected better. No partial compensation offer, no waving of parking fees, no internet offer, no pardons on their part at all. Just a "sorry" from the front desk worker. If I had been the bride/groom of this wedding and brought in 30+ rooms of business for their hotel in one weekend and my guests were made to wait until 1+ hour before my wedding that they were hosting and responsible for...they would have gotten an...