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Business Profile

Resort

The Westin Mission Hills Golf Resort & Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We are a 2 person Singing show; Can I Be *****? ******* Tribute Show. We have been booked at the Westin by a client for an up coming date.The Westin insurance requirements from the resort are the highest we have ever encountered. We have performed over 500 times. They are asking for millions of dollars for insurance; much like a major concert with hundreds of employees.They are asking for workmans comp insurance even though we have no employees.I feel these requirements are stopping us from working and could be a form of discrimination.

  • Initial Complaint

    Date:05/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On Fri, 05/24/2024, I booked a room at the Resort for Sat, 05/25/24 through Mon, 05/27/24 (Reservation # R4942500669) for myself, my partner, and my 4-year-old daughter. Since the reservation was last minute, I agreed to resort's policy that there would be no refund if I chose to cancel my reservation. I was completely fine with this as I fully intended to spend the entire Memorial Day holiday weekend at the resort. When I checked in & took my daughter to the pool by our room, I noticed the water was very dirty with translucent white film and debris (hair, discarded plastic cups, food scraps, etc.) I assumed this was because it was the afternoon & that the pool had just been trashed by irresponsible resort visitors so I took my daughter out to return the next morning. That evening, when we went to the Bowling/Game Room, there were discarded scraps of food, drinks, and random trash all over the place that we kept bumping into as they were everywhere. The next morning, we went to the pool first thing in the morning, as soon as it opened &, it looked worse than the day before. The pool pump/filter was either out of order or not being run. The pool was so filthy that clumps of ************* were everywhere. The pool was so filthy & disgusting that I could not continue to expose my child to such criminally unsanitary conditions. My *********** chose to cut our vacation short rather that keep exposing our ***************** to potential infections. We went back to our room, thoroughly showered *************** child, and packed our belongings to leave. At checkout, I advised the Manager on duty of the reason for our early departure & informed her that I would be filing a complaint to the BBB about their criminal negligence with regards to **************** response was, "I understand. You gotta do what you gotta do." She blamed the clear lack of hygiene on the holiday weekend, waived resort/parking fee for 1 day only & said there was nothing else she could do.

  • Initial Complaint

    Date:12/30/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    This is regarding reservation #*********3 on 12/25/2022 at 6:00 pm. Cost: $155.03. We came for the Christmas dinner "buffet," a terrible decision. It took thirty minutes to be seated for our reservation. A new host was training, but still, it was pandemonium and the restaurant was not busy. The term "buffet" is laughable—my grandmother offered more choices at a typical Sunday dinner than this restaurant did for a "holiday buffet." The food was inedible, terrible and flavorless, bizarre offerings, the desserts were obviously from a supermarket. I have no idea who chose this menu, what Food and Beverage director approved it, or who prepared it, but all should consider new careers. Service was abusive from Ariel, that is, when she actually came by. She snapped at us and never returned when I asked for a manager. Understandably, working on Christmas is no fun, but Ariel ensured our misery too. Worse, they had zero entrees which weren't meat or fish-based and also added meat to every single side dish. There was shellfish in the macaroni and cheese, bacon in the potatoes, clams in the soup, etc. Perhaps they don't think vegetarians Jewish, Hindus, Buddhists, kids or people with allergies also like to eat dinner on Christmas? There was literally nothing edible for me on this alleged buffet. I left starving and had to get food elsewhere after. Please note, I contacted the restaurant three times prior to my reservation to ask for a menu for this dinner and they never replied. To top things off, my elderly mother who did eat some of the prime rib ended up at urgent care at 4:00 am the next morning with symptoms of food poisoning (bill attached). This was a pitiful experience. I feel defrauded by this awful restaurant and abused by their staff. I'm a *******-****** platinum American Express member so I'm well acquainted with Westin restaurants. Note: I was charged for "spaghetti and meatballs" instead of full price for one of the two buffets... but I couldn't eat anything!

    Business Response

    Date: 12/30/2022

    Good afternoon,



    Your complaint to the Better Business Bureau has been
    forwarded to me to reach out and offer resolution.



    First off, I want to say that we apologize for not meeting
    expectations while you dined with us on Christmas for dinner. From the wait to
    be seating to the food quality and service issues, we take your comments very
    seriously and I have shared them with our senior leadership team, including the
    Director of Food and Beverage to review and resolve accordingly. We value your
    feedback and will put it to good work. As a resolution, we will be taking care
    of the check as you requested. Please allow us some time to work with our
    accounting department on a refund of $155.03. We do want to thank you for
    dining with us on this special occasion and apologize once again for the
    experience you had.



    Please let me know if there is anything else I may assist
    you with. Take care and Be Well. Thank you. 

The Westin Mission Hills Golf Resort & Spa is NOT a BBB Accredited Business.

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