Here is an email of my observations I sent the Hotel GM following my stay. I never received a response.
Hello Ms. Senters,
My name is XXX and have stayed at your hotel a few times due to its proximity to Grand Central. My SPG Platinum number is XXX.
Unfortunately I have not had positive experiences with team members at the Westin Grand Central property. No one has ever greeted me at the front desk with a smile, much less thanked me for my loyalty to Starwood. My last room assignment was mediocre at best and the gentleman at the front desk barely looked me in the eye. He did take extra time to flirt with the guest checking in before me.
Despite all of that I tried to give your hotel another try and booked for next week. I just called today to update my upcoming reservation with my SPG number and again it was another cold hearted conversation. I asked Sally at the front desk how she was doing but it was clear I was an obstacle to her to other business. She wasn’t rude but definitely not friendly.
I don’t have this experience at other Starwood properties so I thought I would bring this to your attention.