Westin St. Louis

Noisy, Poor Customer Service

If you’re looking for a quiet room – you might want to look elsewhere. I had an awful experience coupled with even worse customer service that has resulted in going out of my way (and for my employees) to avoid all Westin properties.

Despite the fact that I was sick and requested a quiet room, my room was located near several clubs with loud music and was a hundred or so yards away from a freeway interchange and rail line. Despite calls to the front desk and e-mails to Westin corporate nothing was done during my stay. Then following four sleepless nights and further complaints, Westin/Starwood finally informed me that the property is noisy by the very nature of its location and that the noise was outside their control and did nothing more. It is interesting that other Westin properties, including New York Times Square, have sound abatement. It is disappointing that I can no longer trust this brand.

While I could go blow-by-blow of by far the worst customer service I have experienced in years, I’m not sure this would serve a purpose to those who use this site. However, the following are excerpts from e-mail responses from the Westin St. Louis and Westin/Starwood corporate that further validate the issues with noise at this property.

“Our favorable location next to the ball park definitely has its draw backs. The ball park provides an excellent view from some of our rooms and an easy walk to the games but also comes with excited fans as well as neighboring restaurants and bars.” Oct. 17, 2009 e-mail from Sarah Peplowski, front desk manager.

“Since the noise was from an outside source, it is beyond the hotels control.” Oct. 18, 2009 e-mail from Stephanie Ryan, Specialist, E-Communications Department, Starwood Hotels & Resorts Worldwide.