4/10 Poor
Erika
2 Apr 2025
Liked: Staff & service, amenities, property conditions & facilities
Disliked: Cleanliness
I stayed at the Westin Lombard from March 29th to 31st, and my experience was a mix of highs and lows. When I first checked in, I was impressed by the hotel's ambiance, the efficiency of the concierge, and the welcoming front desk staff. My initial two nights were enjoyable—I dined at the hotel's restaurant and ordered room service, both of which were excellent.
While preparing for check out, I discovered a stain on the top sheet that appeared to be blood. The discovery was both mortifying and disappointing, knowing I had slept in that bed for two nights. I had opted out of housekeeping during my stay, but the stained sheet should not have been overlooked in the first place.
I brought the sheet to the front desk and spoke with a manager. Both the front desk representative and the manager were apologetic and professional, and the manager assured me that the matter would be addressed promptly. Later, I received an email from them offering to refund the money spent on room service as compensation. I was informed that further discounts could not be provided because I had booked through Expedia instead of directly with the hotel. I felt the resolution did not adequately address the seriousness of the issue. A stained bed sheet is unacceptable, and the method of booking should not determine the hotel's ability to offer proper compensation.
Overall, while the staff's professionalism stood out, my stay was overshadowed by an issue that left me deeply disappointed.
Erika
Stayed 2 nights in Mar 2025