We are a couple who planned to stay 1 night at a fine & decent hotel just because of the suffocating situation due to COVID-19. And we chose Westin. We just wanted to have some good food and relax just for 1 night.
Thanks for the upgrade from the pre-booked room, which was a very nice room to have a good time with my wife.
Other than that, the service was somewhat different to what I expected. First, there was no pre-notification how the food will be served at the hotel restaurant, which was totally unexpected and immensely changed from the previous system due to COVID-19. Second, I have made many calls just to reach reception and room service around 9:30PM for about half an hour and I could reach no one. Third, there happened to be a big problem in the restaurant in that evening, which caused a huge delay in serving food and therefore we had to wait around 1 hour just to get the first food.
Anyway, I might be picky but this isn't definately 5-star hotel service, especially something I expected at Westin. Please notify any kind of issues to the guests IN DETAIL before or immediately rather than just waiting until the guest asks. First time experience with Westin and I'm highly disappointed, to be honest.