The Westin Savannah Harbor Golf Resort & Spa — Hotel in Savannah

I stayed at the Westin from March 7th–10th for my daughter’s dance competition. Upon arrival, we checked in and went to our room on the 15th floor. After some time, our luggage had still not arrived, so I attempted to call valet, only to find the in-room phone didn’t work. When valet finally delivered our bags, I informed him of the issue. He tested the phone, confirmed it was nonfunctional, and casually remarked that “sometimes the phones are just funny like this and don’t work.” He assured me he would notify the front desk, but no one ever followed up. We had to leave for the convention center and couldn’t address it further at the time.

That night, we plugged in our devices, only to wake up to everything dead—the outlets in the room didn’t work. The only functioning ones were the two on the desk and one half of an outlet where a floor lamp was plugged in. To make matters worse, the sliding balcony door didn’t seal properly, allowing a freezing draft to enter throughout the night (temperatures were in the 40s).

At 6 a.m., as we were getting ready to leave for the competition, I attempted to report the issues but had no working phone to do so. So at 8am when I returned to the room, I had to search for the hotel’s number on Google, which routed me to Marriott’s general 800-number. After explaining everything, I was told they couldn’t assist me directly and they would have to message the hotel. I then also messaged the hotel via the Marriott app, reporting the phone, outlet, and draft issues, and also requesting basic amenities—coffee, creamer, and toilet paper. I waited over an hour and a half for a response, which was simply an offer to send up the items and an engineer.

Two hours later, just as I was leaving to bring my daughter lunch, the engineer arrived. He confirmed the outlets weren’t working but dismissed it as “old outlets” that “sometimes don’t work with new plugs.” That is absolutely unacceptable for a hotel charging over $300 per night.

At this point, I was in a room with no phone, barely functional outlets, a drafty sliding door, and what was advertised as a “renovated” space—though it was clear the so-called renovations consisted of little more than painting over old wallpaper (with the raised pattern still visible) and adding a fresh wallpaper panel behind the beds. Despite multiple reports, the hotel made no proactive effort to resolve or accommodate these issues. Given my packed schedule at the competition, I had no time to keep chasing them for basic functionality.

On Sunday morning, after taking my daughter to the competition, we needed towels, toilet paper, and tissues—still without a working phone. To make matters worse, the messaging feature on the Marriott app had disappeared, forcing me to call the front desk through the app instead. When I explained the ongoing issues, the woman at the front desk repeatedly cut me off, insisting that “if I had just let them know, they could have handled it.” After clarifying that I had reported it multiple times, she finally offered a mere $50 credit.

After reiterating the full extent of the situation yet again, she transferred me to a manager, Alisha, who offered either a room change (with only one night left and requiring us to pack up/move all of our things) or a $300 credit. Frustrated and exhausted, I accepted the credit just to be done with it.

However, at checkout on Monday, I was informed they were still “waiting to confirm” $100 of the $300 credit.

The fact that Westin charges these exorbitant rates for an outdated, poorly maintained room is disgraceful, and Marriott should be ashamed. Offering a $300 credit on a nearly $1,800 bill—after tacking on an additional $200 incidental charge at check-in—is an insult. The handling of this situation was unprofessional, the conditions unacceptable, and the overall experience left a lasting negative impression. I expected far better from a brand of this caliber, but this was beyond...

y name is Sean Williams and I just wanted to share the horrible experience I had at this property during my wedding weekend.

My family has been in hospitality for almost 100 years in Savannah and I have never had so many things go wrong and only received “Sorry you had that experience” from staff.

Even though I’m a Bonvoy member, I made the reservation through a third party because there were no discounts available through Marriott. I called the front desk to ask for an early check in and was told I had to go on a website to do that. After I hung up I went to the website and the date I wanted to ask for the Early Check in was greyed out so I had to call back. The same lady who answered before said she would put it in manually. I’m not sure why she couldn’t do that before, but okay. I asked her if she needed my card for the early check in fee and she said no.

Once we got to the property, there were many problems with service, in addition to the room being in sub par condition, including paint peeling from the bathtub.

I went to drop off my clothes and luggage around noon on Saturday. The front entrance was packed with abandoned cars. There were about 5 cars behind me trying to pick up or deop people off but all 4 lanes were blocked. I waited about 15 minutes before I just left my car and went in to check in. There were plenty of people working but nobody was communicating or managing where cars were parked. The drive was clear when I came out.

When I came back I parked in the self parking area. I got in the first gate with my room key but the gate to the covered garage did not work. I had to get out of my car and tell the 3 cars behind me to back up so I could find a non-covered spot.

When we went to exit the self parking area, the gate would not open for the 4 cars in front of me. Someone told everyone to press the help button but it still took 15 minutes for all of us to get out. I called the front to desk to complain but they blamed it on “technology problems”. Then leave the gate up.

We went to eat at the poolside bar and were forced to pay for our order (including their 18% gratuity) before they would order our food. I’ve traveled all over the world and never had this happen.

I set up a separate back account for our wedding expenses and had given the front desk the card for the account when we checked in. They charged $200. On Sunday I saw that they had tried to charge another $200 4 times and $254 once. I wasn’t sure what they were doing but figured we could just take care of it when we checked out.

When we got back to the hotel at 9pm last night, the front desk manager called my cell phone and told me I needed to come take care of my balance now. I asked if we could handle it in the morning when we checked out and was told no, I needed to take care of it immediately.

So I went down and had her add another resort day fee and valet parking fee and paid for the balance.

I also told her of all the problems above and just got a “sorry you had that experience.”

Checked out this morning and had a zero balance but when I got home this afternoon I saw they had placed another $200 hold on my account. I called and asked when and why this happened if I was already checked out. The front desk manager said this was procedure based on my spending habits. I told her we had checked out and I wanted it released immediately and she said it was up to my bank. I explained I had never authorized this and she didn’t seem to care.

If this is the level of service that Marriott and Westin are going to provide, we will be canceling out Bonvoy membership and never staying in one of your properties in the future. You need...

Oh, where to begin? Ok, so we stayed in this hotel because it was the hotel for a work-related meeting. This fact helped bring the price down from the typical advertised rate, but was still in excess of $200/night. For this kind of money (let alone if we had paid the going rate, which, why?) it is my opinion that it is reasonable to have expectations.

The problems began immediately when we rolled up to the door. There are bellhops, and I know they are simply trying to make a living, but I am not loaded, thus I can pack my own luggage. The problem is that the carts are not available for guests to use, only the bellhops are allowed to use the carts. Ok, fine, that means I am making extra trips up and down your elevators.

The elevators were not functioning properly. 1 of the 4 elevators was completely out of commission, 1 of them decided it was nap time (literally, the 2nd elevator sat there on 1st floor, doors wide open, for 2 or so hours). This left 2 elevators in a building of 16 floors with 400 rooms, most of which were booked. Suboptimal. At least there was a flight of stairs that I could take for the downhill portion, but this of course was not an option for my wife, a wheelchair user.

This hotel is on an island, across from downtown Savannah. There are free ferry boats for accessing the city, sort of a water public transit. The problem here was that the hotel is undergoing construction, but fully neglected to have in place a proper mitigation strategy for people with mobility issues to go from the ferries (again, public transit) to the Savannah Convention Center. A clear violation of the Americans with Disabilities Act.

During the conference, on multiple occasions, the only wheelchair accessible path from the interior of the hotel to the Savannah Convention Center was blocked (there was another conference going on, and the hotel felt that it was appropriate to completely block the only way that my wife and I could go to our meeting). On one occasion, the manager tried to make an accommodation, taking us through some back passageway (also inaccessible) only to remark "what time are you coming back to the hotel? Call the hotel if you want to get back in." Seriously? I was quite shocked with this "plan". This manager probably thought he was doing the right thing, but all he really did was make both of us feel anything but welcome, anything but paying guests, stripping us of our dignity. Not exactly what one would expect at a so-called "luxury" hotel. And far below how I expect, when paying this much money, to be treated.

The valet was also parking vehicles lacking disabled placards or license plates in disabled spaces at the front of the hotel. This was extremely frustrating.

Two nights ago the hotel asked that I move our car out of the designated disabled parking spaces because of an "event", which turned out to be construction. I complied with this request, only to find "disabled" parking with a full curb. Not accessible. This is not how mitigation of construction related limitations to access should go.

The final blow came when I began loading the car to get ready to depart. It turns out another vehicle hit our car, gouging our rear bumper.

What an amazing luxury experience!

Stay away from this extremely poorly managed "hotel". If you have any sort of physical challenges, really stay away from this temple of...