I must to respond to the guest with the cracked mirror.
Also an SPA Member (Gold) ~ ~ I have been at this property many times. I have had good experiences, and average experiences.
I believe the bottom line here is, and I mean "BOTTOM LINE" once again this is not a corporate property.
One which has complete, unaltered guidelines established by the hotel brand and their well trained management teams set forth for their product. This is why there are vice presidents for this and vice presidents for that. Regional directors. Additional directors. Manager of this and manager of that. I could list them but I won't as we all know they exist.
Properties that are owned individually or by small corporations have tendencies to not maintain the brand.
The cracked mirror has been floating around in several reviews from guests on this property for some time.
The glasses on the floor outside the door which remained far too long is simple laziness by any hotel employee. The housekeeping staff will not remove hotelware (ie: glasses from the bar or kitchen, dirty dishes from room service, etc.) If something is delivered by room service it is then cleared by room service. Generally, procedure dictates the guest call room service when their meal is completed. Server arrives and clears. Its quite clear that management has not instructed housekeeping or any other hotel employee to remove the glasses or dirty dishes. Being in hospitality, I would not pass the hallway if I saw something that needed to be cleared. I would not make a call to another department to correct the problem. I could, and would do it myself.
I understand this guest completely. I wish I would have had the opportunity to speak to this guest. I am management. I am old school trained.
Actually, I am irritated in reading what was written. I have complete sympathy for the guest. The bleach and damage on the sweater. That immediately necessitated a complimentary room for the evening. And with the valet, well, its inexcusable. Especially when dealing with a vehicle, regardless of price. What if it were a $100k Mercedes-Benz or BMW? The cavalier behavior in which the car was initially received and then delivered. No security on the property as written to us by the guest.
I am familiar with Fred, working at Bar 555, ever so quiet and professional. The dining room is Bellagio Ristorante. Consistently sparse in guests but some degree of food quality.
The hotel has a tremendous amount of misgivings.
It is time that corporate take a look at The West in Mount Laurel.
- Official Description (provided by the hotel):
- Refreshingly designed to enliven the spirit, The Westin Mount Laurel brings renewal to southern New Jersey and the Philadelphia area. ... more less
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- Also Known As:
- The Westin Mount Laurel Hotel Mount Laurel
- Westin Mount Laurel
- Mount Laurel Westin