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Business Profile

Hotels

Westin Savannah Harbor Resort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:11/14/2024

    Type:Product Issues
    Status:
    Answered
    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 November 7, 2024, I made a reservation through the ****** ******** app for a one-night stay at a rate of $161. However, upon arriving at the hotel, I was informed that I could not use that rate and was instead required to pay $298. After reviewing my receipts, I found that the total fees amounted to $410.

    I called the hotel and spoke with ******** who transferred me to the manager, *****, but she was not helpful. I called back and spoke with ******* again, and when I requested to talk to the general manager, he told me it was ******** Unfortunately, he rudely hung up on me.

    The customer service I received was very poor from the moment I arrived on Saturday, November 9. As a ******** elite member since 2021, this has been the worst experience I have ever had.

    Business Response

    Date: 11/14/2024

    Guest had book an associate rate, as highlighted on the reservation, however did not have the associate form to support the reservation 

     

    comment from the agent within there reservation reads : guest
    was told about rate change, explore form was expired

     

    Thank you 

     

  • Initial Complaint

    Date:03/23/2023

    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.
    I stayed at this hotel from 12/28/2022-12/30/2022. I enjoyed the stay.
    Today on 3/23/2023, my card was charged $169.50 and when I called they didn't give me a reason why. I want a refund on the charge.

    Business Response

    Date: 03/24/2023

    Guest was inadvertently charged incorrectly, adjustment has been made and the guest has been contacted. 

    Customer Answer

    Date: 03/28/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


    Better Business Bureau:


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    This has been resolved. Thank you for assisting me. 





    Regards,



    ***** *****




     

  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My girlfriend and I stayed at this hotel from 10/13-10/16. The room was under her name (******. When we checked in, the person at the front desk (I believe "******") was rude. We were asking to have two reservations linked together and a new credit card added to the rooms and he was not pleasant at all to deal with. It seemed as if we were bothering him. Also, we had a drone outside our room looking through the room window at one point the following day, which I thought was huge violation of our privacy. I don't understand why the hotel would allow someone to fly a drone on property. Moreover, we thought the room attendant was rude. I requested a late checkout on 10/16 at Noon. The cleaning staff knocked on the door at 11AM (which was fine). I explained that we had a late checkout, but their response was that it "did not matter and checkout was at 11AM." Overall, I was not happy with our experience. I have stayed at countless Westins and have never had an experience like this one.

    Business Response

    Date: 10/19/2022

    Good Afternoon,

    Based on the information provided in the complaint we cannot locate the reservation for the guest.  If the guest could provide a confirmation number or full name for the guest who was on the reservation, we can look into this further.  If you can please respond to ***** ********* at *****.********************** as I will be handling on behalf of the property and the General Manager

     

    Thank you!

    ***** *********

    Business Response

    Date: 10/21/2022

    E-mail was received but was not aware as it went into my Junk folder because it did not recognize the sender.  I will respond directly to the guest via e-mail.

    Customer Answer

    Date: 10/21/2022


    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********



    I am rejecting this response because: I still don't have a response to my email. 



    Regards,


    ******** ******







Westin Savannah Harbor Resort is NOT a BBB Accredited Business.

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