Westminster Hotel

HORRIBLE HORRIBLE HORRIBLE. I can’t begin to describe how unprofessional this place is. Do not be tricked into staying there or using them. I wish I dug into before setting up a room block for my wedding because it turned into a complete nightmare with no resolution. They pulled a classic bait and switch to get us to encourage our guests to book there (at a more expensive nightly rate than the Wyndham hotel nearby) and ultimately turned out to be the most dishonest, disorganized and unprofessional establishment I’ve encountered. - We directed our guests to stay at the Westminster since we organized an after party at the bar/restaurant on their property, and after their staff confirmed the event and all the details with us and gave us the greenlight to let our guests know. We pre-arranged the party, and all was confirmed by their events staff. Then, 35 days before our wedding, we received an email saying the bar/restaurant had been closed and they cancelled all booked events. We franticly replied asking what the alternative options were and had to provide screenshots to remind them that they confirmed our event because THEY FORGOT! They then IGNORED all of our calls and emails for over a week and when we eventually escalated it to the hotel’s general manager, they offered to shuttle our guests to a nearby local bar (no disrespect to the bar, but it was not an appropriate alternative) or said they could set up a BYOB room in the hotel, and give us paper cups. BYOB is not a sufficient alternative to a wedding event! Elizabeth and Juliana were incredibly unresponsive, rude and unapologetic through the whole ordeal and didn’t seem to care that we were customers. Even after WE OFFERED TO PAY for a more suitable atmosphere (i.e. booking a banquet room) they still did not reply to our emails and calls. Who behaves that way and handles a wedding event that way? On top of it all, our guests had several issues when trying to book rooms with our reservation code. When I raised it to the hotel and provided proof that they were not accurately keeping track of our guests (I even escalated it to the general manager) they implied that our guests were the problem or that we were making the errors up. They never once took accountability for the incompetence of their reservations process. Ultimately, we had no idea how many of our guests actually stayed at the hotel since the hotel did not group them correctly. We would have loved to leave gift bags as we did at The Wyndham but weren’t able to because we had no estimate for the number of people staying. When we finally arrived for the stay, the entire bad experience snowballed. We were locked in our room because of a faulty door, woken up first thing in the morning by cleaning services demanding access to our room, had MULTIPLE guests complain about the rudeness of the staff, and had one of our guests drive hours home because the hotel “lost” their reservation. Also, THE POWER WENT OUT while getting hair and makeup done. Yes, I paid full price and no we did not get an apology for any of the above when checking out. AVOID. AVOID. AVOID. Do not buy their sales pitch under any circumstances. The Wyndham and Hilton are nearby and guests who stayed there had pleasant experiences.