I booked the Westin’s bridal suite for my wedding weekend, expecting a smooth experience, but unfortunately, it did not meet expectations due to poor customer service. While some logistical issues were understandable, the lack of flexibility and unhelpful attitude from the front desk staff left a lasting negative impression.Due to a water main issue, my check-in was delayed as I was reassigned to a different room. I waited patiently and was assured that both my bridal suite and a second room across the hall—standard for bridal parties—would be available the next day. However, when I requested the key for the second room the following morning-- the day of my wedding-- I was told the room had been given to other guests and would not be available until later. When I asked how this happened, the front desk agent sternly told me it was my mistake for booking the room only for the day of the wedding, rather than the night before. While I understood the explanation, his dismissive tone and unwillingness to proactively offer solutions made an already stressful situation worse.With hair and makeup arriving soon, I asked about alternatives, and he eventually offered a room further down the hall. This change disrupted the bridal party’s preparations, forcing us to get ready separately and diminishing the experience I had envisioned when booking the suite. Additionally, the bridal suite was cramped and had temperature issues, fluctuating from freezing to uncomfortably hot, but we made it work.The next morning after the wedding, I noticed the hotel had a free breakfast promotion and called the front desk to ask about it. A staff member on the phone said I could pick up a voucher, but when I arrived, the same front desk agent from the night before denied my request, saying I should have booked using a specific code to get free breakfast. Given the prior issues with my stay, I asked if an exception could be made, but he refused combatively, reiterating that he had “accommodated me the day before.” At that point, I felt like hospitality was given selectively at The Westin, rather than as a genuine effort to provide good service.Later, as I was waiting to leave, the staffer approached me to offer a discount on the second room, saying he felt bad about how things had unfolded. While I appreciated the gesture, it didn’t change my overall impression. I wasn’t looking for a discount—I just wanted to be valued as a guest, especially on such a sensitive occasion.The Westin has an aesthetically pleasing lobby and prime location. The service/cleaning staff work hard, which I could tell so we tipped them accordingly.But ultimately, my experience with the management staff left me feeling like the Westin is transactional and doesn't actually value the customer experience. Given the dismissive service on an important weekend I can never do over, I would not return.