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Business Profile

Hotels

Westin Lake Las Vegas Resort and Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 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:12/19/2024

    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.
    Date of stay: December 14, 2024 Money Paid for Room: $107.77 Issue: The heater didn't work in the room. Outside temperature was in the mid-40s and it was unbearable to sleep there so we checked out early.Compensation offer by corporate office: ***** Marriott points I believe the compensation was unfair. For a typical Saturday night at the resort, it would cost between 20,000-2***** points to get a room. At the very least, they should have awarded that many points.

    Customer Answer

    Date: 12/20/2024

    The hotel contacted me today and agreed to send ****** points as compensation which I accepted.  Thank you for your help on this matter.  This is now resolved.

  • Initial Complaint

    Date:09/20/2023

    Type:Billing 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.
    During my Stay at the Westin Lake Las Vegas from July 6th, 2023, to July 9th, 2023. I took a trip with my girlfriend for her birthday and after the 2nd day of our stay, she began to get sick and have chest congestion as well as really bad asthma. My girlfriend, being an experienced HV** technician, had a good idea of what could be causing her symptoms and decided to check the ** filter in the room and noticed it was covered in dust and looked like it hadnt been changed in at least over a year. Once she removed the filter and left it on our balcony, it made it easier for her to breathe at night in the room. We took the filter to the manager at the front desk of our checkout day showing her the excessively dirty filter and told her about our negative experience because of my girlfriend getting sick on her birthday stay at this resort. The manager then apologized and said she would refund our entire stay and printed out an invoice showing the total balance due amount of $0.00, we confirmed with her that we didnt have to pay anything, and she affirmed to us that it was all covered and free and that she was sorry for the inconvenience. After returning home, on July 9th, 2023, I noticed in my account the amount for the stay that was supposed to be free according to this manager was now being charged to my account. I immediately called corporate on July 10th, 2023, to dispute this and they told me they would investigate the matter and to email them my invoice from the stay. They then advised me to contact the bank and get that money refunded. The money got returned to my account after a matter of July 10th, 2023. Now it is September 19th, and I woke up to my bank account being in the negative from a charge from this hotel that told me the stay was free. We have the invoice as well showing the amount of the stay being credited back from the charge and the balance being 0.

    Business Response

    Date: 10/23/2023

    ***************** had spoken with the Front Desk Manager upon her departure. The Front Desk Manager apologized for the challenges faced with the ** and waived all night's resort fees for the guest. They were waived and a folio was given to the guest. She had seemed pleased with the compensation and left. ***** later the Front Desk Manager received a call stating that ***************** claimed that her night was to be comped. After speaking with *****************, she gave me an exact number of what her compensation should have been. I explained to her that I did not state that we would be compensating more than the Resort Fees. I advised her that she could do a chargeback and the guest proceeded to do so. The charge she sees in September is from the bank denying the chargeback. ***** is able to rebuttal the chargeback. No further compensation will be given. 

Westin Lake Las Vegas Resort and Spa is NOT a BBB Accredited Business.

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