The complaint has been investigated and
resolved to the customer's satisfaction
Starwood Hotels & ResortsTerrible experience


On March 9th to the 12th 2009 my friend and I had the wonderful opportunity to experience the boasted heavenly line of services and amenities at the Cancun Westin Resort and Spa, Royal Beach Club. As advertised on your website we anticipated the long tradition of anticipating needs and satisfying them—effortlessly, efficiently, and with gracious aplomb. I must confess upon entering the lobby of the resort, the gracious service I received by the front desk personnel, to the bellhop that was eager to assist with our minimal luggage, and the sight of our sprawling room at the Royal Beach Club—I was impressed.

However my dream vacation began to unravel into a nightmare! Besides the awesome accommodations, the manicured beach, and the beck and call service of the restaurant waiters my experience at the Westin was appalling, and insulting.

Upon our entrance to the heavenly spa to enjoy our entitled amenities we were assailed by less than tactful staff obviously because of our African American decent assessed that we were not prepaid/paid guest of your establishment. Why else would two of your hired help follow us around, peering over corners, veering at us while we sat in the sauna, till confronted by my guest and myself. The response given was a “What” and “ Did you Sign in at the front desk”. Notably, the ladies at the front desk were much more tactful in their approach to our right to access spa services included in our package—prepaid. Although it is extremely rude to reference people in foreign language; not certifying those to who you refer speak the language or not.

Oddly enough we survived the rest of our Spa experience without any more interruptions. Nevertheless, I felt the need to pre-empt any more incidences of like nature, so I reported it to the front desk and management. We were assured that manager on duty Jose Garcia would reach out to us and address our concerns, as he was handling a more pertinent situation. To our dismay 2 days later till the point of check-out we received no response or attendance regarding our concern and ill treatment.

Thinking to ourselves this was the end our negative experiences we endeavored to continue enjoying our vacation at the Westin. If we had only known that the nightmare would worsen. The day before our departure, Wednesday morning, after breakfast we discovered that two gold bracelets of great sentimental value and monetary value was removed from a nightstand drawer containing our cell phones and one chain of lesser value. Initially as any person would I questioned myself, although absolutely sure where they were the night before, I began searching my room and luggage. To my dismay the bracelets were nowhere to be found. Upon careful consideration of my next steps I decided that evening to report it because the sentimental value of the bracelets would not let me concede to allowing it to be a casualty of international vacations.

Notwithstanding, the series of events that followed infuriated my guest and me. As with the former incident we went to the front desk where Alma the desk receptionist greeted us, heard a brief synopsis of our claim, and went into immediate action to help us although ill equipped, willing. We asked to speak the manager on duty, whom initially we were told was not available Mr. Diego Chavez and would get back to us. Remembering the sting of the failed response prior we asked for the corporate office address, which began to cause a nervous shuffling amongst Alma and the behind the scene staff. Alma for almost 1 minutes kept going back and forth between Supervisor Laura Rosales and Diego Chavez, resulting in Laura Rosales coming outside but never engaging us in dialogue; again visual discrimination. Supervisor Rosales came out and instead of relieving Alma and handling the escalated situation began servicing new guest. Proper business protocol dictates that in any escalation the supervisor when repeatedly requested intervene and free the subordinate staff to handle normal operations. Not in the case of Supervisor Rosales, who was totally rude, ignored and avoided our situation, presence, and crisis. Again Alma resiliently attempted to help us although under the fire of two professionally indignant guest. Finally, we were asked to talk to the manager of guest services Diego Chavez.

Mr. Chevez greeted us and listened to our complaint and without, question to the objects stolen, time of incident, the circumstances of the event, offer to call the authorities, or any other standard protocol when theft is reported in a major establishment, needless to say THE ROYAL BEACH CLUB! Patronized us by saying he would call the hotel security manager and they would search the room and get back to us with their assessment of the situation. The audacity of such assumptions to think we were unaware of our rights, of business protocol, the attempt to temporarily appease us, and the disregard of our claims. The security manager came into the room again virtually assessing with her eyes, without greeting, acknowledgment or inquiry of the events in question. Double Jeopardy!

We received a voicemail from Mr. Chavez that their investigation revealed the sliding doors were not locked…the end. Then Alma called at 10:30pm to tell us the investigation was concluded. Again a subordinate acting on a management level, however unqualified, inept, tactless and unsatisfactory it may have been perceived by your guest.

Needless to say we were appalled and absolutely mortified at the casual mishandling of our situation. The morning of our checkout, which we requested a late one from Mr. Alvaro Bun-Night Manager, a gentleman knocked at our door about 11am requesting to check the refrigerator in our room which he checks and says “Perfect” indicating nothing had been consumed. At approximately 12:30 someone attempts to come into the room breaking the bracket off the door (which we have pictures) and upon examination scratches on the key entry. When we looked into the hallway there was no sign of anyone, housekeeping or otherwise. Now there is much to be said…you figure. We leave the room at approximately 12:40 and again there is no sign of housekeeping.

We reach the front desk and report the incident and once again we are dismissed as if we are fabricating events. Again Mr. Chavez is summoned because of promise to report all personnel to corporate office. Mr. Chavez comes and reprimanded by my guest and myself for the improper inquiry, improper response, improper communication, and improper resolution. And as if to offer us their buttocks they claimed it was reported that there was a soda missing from the refrigerator, however we wouldn’t be charged as a courtesy. Ugh! I have never been so disrespected, disregarded and dehumanized in my entire travels--many.

I am demanding restitution for such horrific treatment, violation of my civil rights, and collaborative efforts to conceal theft by internal staff (a free night stay is not sufficient; offered and received aftermath). In conjunction with this letter I have filed a formal complaint with the better business bureau. I have also filed a telephone complaint with your corporate office. I am subsequently sending this written communication, which if a satisfactory resolution is not reached I will look to bringing media exposure to such prejudice, and criminal activity. Beyond the reciprocity and restitution due me for my sentimental and high value loss, there is the matter of embarrasssment and exposure to undue duress. This has been a very stressful time for me and my guest.

Subsequently, when we contacted the Corporate Headquarters in Whiteplains NY. I was told that as a North American I should have known the better, because the process of law here is the same there. So it was my fault for not calling the police and insuring reports were filed. To add insult to injury I have been giving the run around by Executive Consumer relations and referred back to the Hotel where the incident occurred.


  • Re
    Really? Oct 05, 2009

    It is unfortunate that you beleive that this treatment is based on race. Does that mean as a caucasion I should expect perfect service where ever I go? My attitude and demeanor should not be taken into consideration?

    You mentioned that this is "criminal behavior" by the Westin. I'm interested to learn what Mexican laws may have been broken.

    Additionally, you were traveling in a foreign country with a different language and different customs. Is it possible that the behavior and display of aggression by a complaining american tourist may have been out of line? The collecting and usage of all parties first and last names definitely displays a passive-aggressive behavior.

    Finally, you would like all of us to believe that the Westin Hotels Coropration told you that "You should have known better". You lose a great amount of credibility with statements such as this.

    I can see in your verbiage key terms such as: dehumanized, prejudice, criminal activity, and undue duress. It is very obvious what your motivation is in this matter.

    Good luck!

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