Westin hotels seem to employ an “Experience Specialist” at most of their properties. I’ve had a few stays at Westin hotels the last few months, and wanted to share some of these experiences. It has mostly been positive, but not always.
Westin Los Angeles Airport.
Hotels often contact guests before stays, I presume this is especially true for guests that are elites in their particular loyalty program. The messages seem to follow a similar format at various properties. Here is an example from a recent stay in Toronto:
My name is <redacted> and I am the Westin Experience Specialist at The Westin Bristol Place Toronto Airport. I wanted to introduce myself and offer my services for your upcoming visit.
As a valued Platinum Starwood Preferred Guest member, your stay with us is extremely important. If there is anything I can do to best prepare for your stay or if you have any information that could help us serve you better (arrival time, purpose of your visit, special occasion, bedding preferences, fitness needs etc.), we will do our best to personalize your stay to your needs.
I also thought the following links might be helpful as you prepare for your visit:
Complimentary Airport Shuttle Service is provided from Pearson International Airport, please contact hotel to arrange for pickup at 416-675-9444
Terminal 1: Post S5 (Lower Level)
Terminal 3: Post C22
Toronto Weather Forecast and Conditions
Westin Bristol Place Toronto Airport Finds in Toronto
If there is anything I can do for you, please reach out via telephone at 416-675-9444 or by e-mail: firstname.lastname@example.org
Westin Experience Specialist
WESTIN BRISTOL PLACE TORONTO AIRPORT
I’ve started to occasionally reply to these messages with the basic information that they requested. My mindset was simply, “why not?”. In several cases, I received a nice room upgrade, and most of the time, it was free. I’ve also received a bonus welcome amenity, with various snacks. I’ve mentioned my interest in running near the hotel, so I’ve received running maps, or healthy snacks. Nothing has been fancy, or expensive, but I’ve said many times, the little things matter, and this is a perfect example.
Welcome amenity in my room, additional to the points I selected at check in
While I generally have no expectations going in, I have been pretty impressed with the offerings. One negative experience recently had the Experience Specialist promise a room upgrade, but presumably through no fault of her own, it appeared my room was given away. I was assigned a room facing a parking garage. A little investigation seems to point to an error by the front desk agent. I was provided a generous amount of points for this very minor issue.
How about you? Do you contact a hotel before you check in? Have you had a similar experience?