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Westin Resort= BIG Dissappointment

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#1 Lizette

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    Posted 13 March 2009 - 07:43 PM

    Hello Everyone,

    It took a lot for me to post this, but I feel that I have to because it would be an injustice to let other brides go through what I'm going through right now. Also, I apologize in advance for how long this is, but I feel this must be shared.

    What was supposed to be the wedding of our dreams turned extremely sour 2 months before the big day. When we first thought about having our wedding in Cabo San Lucas Mexico my fiance and I flew out to see a couple of places. The Westin being one of them. We fell in love with their sales manager Karina Jajan and we decided to have our wedding there much in part because of her and her attention to detail, care, and service. Unfortunately, 3 months into the wedding planning Karina took a job elsewhere and we were left with a replacement as our new wedding coordinator. We had never met with our new coordinator so it was difficult to convey the same ideas we had with him with what we had shared with Karina when we were there. Things were a bit slow when it came to the planning process. Either emails were not answered in a promptly manner or not answered at all. We found out that the Westin was actually looking to hire a new coordinator and she would be the one to eventually help us with our wedding process, but unfortunately this was the beginning of a very stressful wedding for us.

    Our new coordinator was less responsive than anyone before her. She would take more than a month to get back to us and also not answer important questions. The only time we ever received a response was when my fiance was cc in emails (I’m assuming on accident or carelessness) that were meant for other people. When asked about her delayed responses she said she was very busy and had more than just weddings to coordinate. I guess this is understandable, but doesn’t excuse poor service at a very expensive resort. Furthermore, it continues to appear that our money is more important to them than our happiness. With her there was very little negotiating with vendors (we strictly had to use theirs regardless of how outrageous their prices were and how unreasonable it seemed to use them).

    Long story short we were beyond let down by the services at the Westin that we decided to cancel our wedding entirely and find an alternative location only 2 months before the big day. The Westin did very little to try and keep us and went as far as to try and charge us for the food we weren’t going to consume. We still had to uphold our room contract (a room block of 10 rooms at 3 nights per room totaling 30 nights). This is the problem we are currently facing. Our contract stated that we were given a great rate for Royal Beach Club rooms at $389 a night. This didn’t bother us until we started seeing how those same rooms are going for a lot less on their website right now. Many of our guests decided to book their rooms on-line. When we finally thought we had reached our room block Shearim emailed us and said those didn’t count because they didn’t call the Resort and therefore were not a part of our wedding party. Basically the Westin wants our guests to pay the higher rate regardless of what their website is selling. Currently, were trying to get in touch with a manager there or someone who can really try and work with us, but we haven't heard from anyone yet (we have called, emailed and faxed our concerns.)

    My wedding is in less than 36 days and sadly I wish it were over only so I wouldn't be so stressed. How a resort can do this to a bride is shameful. I have a very optimistic fiance and great family so I'm sure I will forget about this whole experience that day, but for now I just want to warn other future brides who are considering the Westin to learn from my experience. I will post an updated review of everything that happens on my wedding day- afterall we are now getting married somewhere else so there is sunshine after the rain and I have found great people who are willing to work with me.

    Thanks for reading this long post.


    "Love is patient, love is kind. It does not envy, it does not boast, it is not proud. It is not rude, it is not self-seeking, it is not easily angered, it keeps no record of wrongs. Love does not delight in evil, but rejoices with the truth. It always protects, always trusts, always hopes, always...

    #2 inunez

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    • 172 posts

      Posted 13 March 2009 - 08:43 PM

      wow, i so sorry to hear all that! that really sucks that they are just concerned about getting your money. i hope everything works out in the end. remember the most important thing is that you will be marrying the man you love! so even though the stress may be unbearable right now...there is a rain of sunshine waiting for you at the end of all of this!!

      my best wishes to you and you FI!


      #3 TammyWright


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      Posted 13 March 2009 - 08:57 PM

      have you gotten your TA involved? they may be able to help.

      i no longer book weddings there because they are not that cooperative with travel agents.

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      #4 YoursTruly

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        Posted 13 March 2009 - 09:23 PM

        Wow Lisette--so sorry to hear this unfortunate news. Please be persistent in pursuing any recourse. Tenacity pays off in the end. Try not to stress so much about it--it will all work out in the end.


        #5 Betsy


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          Posted 13 March 2009 - 10:10 PM

          WOW I'm so sorry you are going through this - I'm sure your wedding day will be beautiful even though you are going through so much stress right now....

          #6 Kelly C

          Kelly C
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            Posted 13 March 2009 - 10:54 PM

            that really sucks...Im so sorry to hear that is happening to you. Hopefully it will all work out soon.
            Kerrington Danielle was born 6/23/09 12:31 pm 7lbs 14oz.


            #7 mich999

            • Jr. Member
            • 386 posts

              Posted 13 March 2009 - 11:40 PM

              Thanks for sharing this with all of us. I suggest you find out who the director of sales is at the Westin and call him or her directly. Or even call the US number for the Westin and try and get someone higher up to hear about them not giving you credit for rooms booked directly through their website. Good luck!!

              #8 Lizette

              • Newbie
              • 8 posts

                Posted 13 March 2009 - 11:42 PM

                Thank you all for listening (reading my thoughts). I felt like other brides would probably understand me more. I do sincerely hope things work out and I hope to have better news after our wedding is over. We have moved the wedding ceremony/reception to a private Villa and I will share that experience as soon as I can. Thanks for your kind words and encouragement everyone!
                "Love is patient, love is kind. It does not envy, it does not boast, it is not proud. It is not rude, it is not self-seeking, it is not easily angered, it keeps no record of wrongs. Love does not delight in evil, but rejoices with the truth. It always protects, always trusts, always hopes, always...

                #9 Yari

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                  Posted 13 March 2009 - 11:49 PM

                  Wow, so sorry you are going through this. I hope it all gets clear up for you.

                  #10 starchild



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                    Posted 13 March 2009 - 11:53 PM

                    That really stinks, what a hassle! I agree to follow up with corporate and see what happens. In any event, your villa wedding will be amazing and more intimate - that's always a bonus. Best wishes :)

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