Our stay at the Westgate started off very disappointing. The first room we were given was in poor condition. There was a hole in the carpet, the shower faucet wouldn’t shut off completely, the air conditioning couldn’t keep the room cool, and the lighting was so poor that it made the room feel dark and outdated.
After we brought these issues to the staff’s attention and requested an upgrade, we were moved to a much better room. The second room was a noticeable improvement and made the rest of our stay much more enjoyable.
The highlight of our stay was Jimmy, who helped us get a cab to the airport. He greeted us with a smile, had a great attitude, and went out of his way to make sure we were taken care of. His friendliness and willingness to help left us with a positive final impression.
While I appreciate that the staff addressed our room concerns and that Jimmy provided outstanding customer service, the hotel should ensure every guest room is properly maintained before it is assigned. No guest should have to ask for a different room to receive the quality they expect.
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