Westin Hotels in Henderson

Poorly trained staff Will be the slow demise of this hotel. I stayed here a couple of nights ago. I was catching an early morning flight and decided that the Westin on the lake would be a great place for my final evening. I pulled in the hotel to see if there was any availability and what I encountered was shocking. I was told that I couldn’t just walk into that hotel and expect to reserve a room. I had to go find a computer and do that online. I asked but I’m a visitor this country I don’t want a smart phone and I don’t like paying for things before I see them. Does that mean I am excluded from this hotel chain now? The young woman behind the counter just looked at me like I was a complete moron and said it’s our policy you have to book online. I said I don’t want to book online I want to talk to a person. Her frustration showed and I just wanted to turn around and walk out. But I was tired and I only was going to be there for nine hours before my flight. She reluctantly asked for my ID and credit card which I gave her. Without saying a word she started tapping away on her computer and I stopped her a couple of minutes in and asked what is it that you’re giving me and how much does it cost?. She said well the only thing we have are a room with a double bed and no lake view. I said OK and how much is that going to be? In a very snarky attitude she said 279 for the room plus the resort fee plus taxes and that point I just stopped her. I asked for my credit card and ID back. I politely told her that I’m gonna go stand off to the side and I’ll be back in 10 minutes. When I return I’ll have a reservation for a king room with a lake view and a total cost of about $200. I stress to her that she could’ve done the exact same thing for me or better. I came back a few minutes later with my reservation code for my king room with a lake view with the $200 price range. It’s all great and wonderful that all these hotels are getting onto these reservation systems. I assume it’s saving them tons of money. But to me it just seems like missed opportunity. That hotel clerk could’ve went online and book me a room through those same people if she cared at all about the The guests and the company she works for. These Frontline workers that are meeting the guest one on one need better training. And they need to understand that they need to remain relevant or they will be replaced with an iPad. I don’t think I will go back to this hotel. It’s not the first time I stayed there but it may be my last.