Complaints

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.

• Initial Complaint

  Date:02/15/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the Westin on February 8th-9th. I booked a room for $196.73.
  Upon checking out I noticed I was charged an ADDITIONAL $222.62 as well as the $196.73 for my room for a total of $419.35. For one night!! These are separate charges that occurred within 1 minute of each other. The front desk manager assured me that day, that I would receive the money back on my card within 3-5 business days or less and that this “happens sometimes”. It has been a week and no money has been returned to me. I feel like I have been robbed of $222.63. I have contacted my bank everyday and they are waiting for the money to be released to put it back on my account.
  The Westin is holding my money.
  This has resulted in negative charges on my bank account, mortgage late fees, late phone bill etc. the late fees keep coming. Fast forward to today, now the front desk manager at The Westin has told me there is nothing he could do.
  Nothing? You just told me I would have the money back on my card within a few days. Now he claims there is nothing he could do?! :(
  You charge a customer double, create problems with their personal living, budget plans, financial state, and can’t compensate damages? ;(
  Again I have $222.62 that has been held from my account by The Westin Cincinnati. They do not want to help me either. They just tell me to call my bank. Today I offered to put my bank on a 3 way call with the front desk manager. The manager replied that he had something bigger to do and ended the phone call… fishy.
  They now want me to schedule a phone meeting with the manager and my bank NEXT WEEK? This is something I can do now within minutes. I’m very distressed about this major corporation illegally holding my money.
  Actually this has caused me tremendous stress.
  I just want someone to make it right, fair or equal.
  $222.62…

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 stayed at this hotel November 18th they charged me 228$ for the hotel, then they said there was an error with the hotel card reader and to insert my card again. I said let me check my account first. It showed where they took the money out, I told them I will not put my card back in. The manager then took my card into another room while I was at the desk and stated she figured out a way to charge me only 1$ and that she will mark me as cash and I said fine. I was tired and ready to relax. I get up to the room and look at my account again where they had taken out the 1$ and they took out 198$ and 50$ my husband went downstairs to talk to them and they said it would be refunded on 11/20 I did not receive the money back I called the corporate office today (11/21) and after the call I checked my account and it stated 11/21 they took out the amount of 199$ my receipt shows the bill for the room is 164$. I called the hotel requesting my money back expressing how upset I am and they hung up on me twice. I am now -93$ in my account. Which will come with fees from being in the negative balance. Also upon arriving in the room the refrigerator did not work. A horrible experience. The people at the front desk were incredibly rude. I was on my honey moon and had to cut the trip short due to them draining my back account.

• Initial Complaint

  Date:04/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the Westin Cincinnati as a part of a conference that was in town in February, 2023. I was staying with a friend who is a professor from *****. His university provided a credit card to pay for the stay. I arrived on Wednesday and found out that my friend was delayed due to weather. I went to the front desk to ask if I could check my bags, and the attendant told me that since my name was on the room, he could give me the keys if I provided a credit card. I asked to make sure that the room would not end up being charged to me, and he assured me that it would not be an issue, so I booked the room on my ******** card. On Saturday, when we were supposed to check out, I went back to the front desk and asked if I could stay an additional night. I was told sure, they would let me stay in the same room. I provided a ********** to pay, because frankly I didn't remember what I used before and I thought it wouldn't matter since I wasn't supposed to pay for the first two nights. When I returned home, I found out that I was billed for all three nights. I got an email from the General Manger, James, thanking me for the stay. I responded and asked him to help me with this billing error, but he never replied. I waited a week and called the hotel. A worker from the front desk listened, told me she would look into it, and would return my call later that day or the next day. She never called back. So I called a week later and asked to speak to a manger. I was given to Vanessa. Vanessa told me that she would look into it and call me back later that day or the next day, but she has never returned my call. I waited another week and called James, the General Manger. I left him a voicemail, and he has never replied.