The Westin Milwaukee — Hotel in Milwaukee

Giving this place a 1 star for absolutely terrible customer service from Oscar, the front desk manager. We booked a room here back in July, but because the Brewers made the playoffs the hotel manager cancelled our reservation and did not tell us until we tried to check in at 3pm. When we checked in with the front desk worker, the look on her face basically said “oh shit.” She went and got the front desk manager, he came out and looked at the screen and then said he had to go to the back. The front desk worker then went back there for about 5-10 minutes and then finally came back out and said “she was told to tell us that our reservation was cancelled and we no longer have a reservation and it was moved to the Marriott down the street.” Manager couldn’t even come out and do his job. We had him come back out and he told us “Expedia cancelled our reservation and moved it to the Marriott.” So we got on the phone with Chase and Expedia who both said our reservation was still active and the hotel must have cancelled it. After 1.5 hours of the hotel manager allowing other people to continue to check in after we were already there, he FINALLY admitted that he did cancel the reservation and said that “this is what he told us originally.” Totally gaslit us at the end. What also helped to prove it was him was that the manager at the Marriott who I was on the phone with said that “just a couple minutes ago she was on the phone with Oscar who said he cancelled our reservation and needed to move us.” She also told us that it is “the responsibility of the hotel to contact the guests when their reservation is cancelled to let them know.” This was NEVER COMMUNICATED TO US. Hence why we showed up at check in time. We were so inconvenienced by wasting over an hour of our time trying to sort this out that we missed our dinner reservation and we arrived late to our scheduled event. If the front desk manager, Oscar, would have done his job by communicating that our reservation was cancelled earlier in the day, or was honest with us in the beginning about what happened (and not blame Expedia followed by gaslighting us), then we would have made other plans and been more understanding of the situation. My husband and I both work in the service industry and know how the game works-hotels cancelling cheaper reservations to allow them to sell rooms at a higher rate. The manager was trying to pull one over on us which was NOT appreciated. Of note- we also called the Westin the day before and confirmed that we still had our reservation, which we did.

When we left to get our car from valet, all the guys said that we were so far the third group he had done that to today.

When we moved to the Marriott down the street, we were told it was a comparable room and we were being charged the same price. I’m sorry, but a 3 star compared to a 4 star is not in the same pricing category. Also, not to mention, once we got to our new room at the Marriott (which is their sister hotel), the carpet had stains all over it, pink slime mold in the shower and dust all over the doors. When we spoke to the front desk manager, Madison, about our experience and how inconvenienced we were, she gave us a $10 coupon to the hotel restaurant and said she “hoped that this could make things better.” I’m sorry, but what kind of customer service is this from the Marriott? Absolutely terrible!

We will never stay at this...

The only good thing I have to say about this hotel is that it was pretty. From the moment we got there, everything went downhill. No free parking. In fact, they told us it was $35 valet only, and we could come and go as we pleased. However, per our final bill, it was actually $35 per day! But the sign out front advertised $17 per day, or $35 for the parking pass... We also were part of a wedding block which was supposed to discount our rate, but the hotel charges us $150 more than that on arrival. Once we arrived in our room, we found used chapstick and and an empty beer can. After a night out, we asked the front desk how late the restaurant served food until, and were told 12:30am, so we sat down, ordered some soda, asked the waitress for a food menu, and were told they stop serving food at midnight, not 12:30 as we were told. The next morning, I wanted breakfast, which they of course did not offer for free. There was a door hanger that I could mark my breakfast selection on, or I could call it in to the express service. The EXACT SAME MEAL was $24 on the doorhanger, and only $12 if I called it in. So I called it in, and when I asked what kind of potatoes it came with, I was told it didn't come with potatoes. I explained that the menu I was looking at said it did. She takes another look, and says, oh is it $13? No, it says $12. Well, I got the potatoes, but was still not charged the lower price listed on my menu. And then of course you add the $5 delivery fee and the automatically included 24% gratuity, I paid $24 for eggs, bacon, toast, potatoes, and water. My menu also said it was to come with sausage, bu I didnt get that either. The air conditioner was loud, and we set the temp at 67, but it never got below 70. They advertise free wifi, but we were never given a password, and when you try to connect to the guest wifi, it wants to charge you $10. I should also mention that the bride and groom for whose wedding we were attending, reserved a suite months in advance, and were kicked out and moved because the Chicago Cubs were in town. For what is suppose to be a nicer hotel, I would be happier staying somewhere that actually bas their sh** together. For the amount I paid to stay there, I expected much better service. I will not be using this hotel, or anything in the mariott family, again. I am not usually one to write a bad review, but my husband and I were seriously...

Reserved a wedding block at this hotel and here’s the thing: The Westin Milwaukee uses a 3rd party called White Lodging for their block contracts, and for the first two months, they were IMPOSSIBLE to work with. Examples: Didn’t respond to the initial email request (from the groom); didn’t respond to the initial voicemail (from me); the hotel transferred me to Housekeeping the next time I tried to contact them (White Lodging); then after I signed the contract and returned it, the assigned contact didn’t respond to ANY calls, messages, emails, etc for WEEKS! (Apparently fired and no one let me know…) Then, I had to call the Corporate Office for White Lodging and a wonderfully responsive person named Amanda Gildner called me back & generally got things back on track (although I had to sign another contract); but then my NEW Assigned Person stopped responding; and then finally, I was assigned to Grania Oflaherty, who was awesome. And from then on, things were generally fantastic. ALL the hotel employees we interfaced with over 4 days were terrific — from the car retrieval/bellhops to the maintenance folks to the bartenders (awesome bar!) and a shout-out to Kelly & Natalie in the restaurant/bar. All the employees were 5*! So, if they can just get those ‘front-end’ issues worked through, it would be great. One final suggestion for the General Manager of the hotel: You, or your designee, should do a walk-around in EVERY room (over the period of a month or two) and ensure EVERYTHING is working. We stayed in the Presidential Suite and had to call maintenance several times for things such as no working battery in the make-up mirror; the shower soap bottle was completely empty; the one toilet would water spray outside the bowl about every 3rd flush (actually, I may have forgotten to report that one), — and other guests told us their rooms had clogged drains, etc. Also, we’d asked for new sheets after our second night there but never got them (I think the housekeeping ladies — very nice — but may not have understood what we were asking). So, would definitely recommend after a few...