I had two rooms booked and knew check-in was at 4:00 p.m. One room was for my elderly parents, as we were heading back to Portland from Bar Harbor before our flight on Monday. I arrived early, and the woman at the front desk was incredibly polite. She let me know one room was already available and that I was eligible for a late checkout as a member. She also reminded me that breakfast was included in my reservation. She was very professional. After touring the city for several hours, I returned around 3 p.m. to check if my second room was ready. The gentleman at the desk was incredibly rude, snapping at me to remind me that check-in wasn't until 4 p.m. I explained that I was aware and simply checking for availability, which it turned out there was. He proceeded to check me in but failed to mention my late checkout eligibility or breakfast until I brought them up myself. I felt like a burden rather than a customer. As a former business traveler who held platinum status with Starwood Resorts before the Marriott acquisition, I have always enjoyed staying at Westin hotels. This Sunday was not a good experience. I have never felt so uncomfortable checking into a hotel; the front desk agent looked down on my family, which I did not appreciate. To end on a positive note, our breakfast server was kind and lovely. However, my interaction with the front desk staff left such a bad taste in my mouth that I felt compelled to share this feedback.

酒店回复：Thank you for sharing a thoughtful account of your visit to our Portland Maine Hotel. We are truly sorry for the disappointing interaction you experienced at the front desk upon your return, especially after such a warm welcome earlier in the day. Your comfort and sense of hospitality mean a great deal to us, and it is clear from your feedback that we did not deliver the Westin Portland standard you have come to expect—particularly given your loyalty as a longtime traveler and former platinum member. The experience you described will be addressed with our Guest Relations team so we can better support our guests, especially those traveling with family.We do appreciate your kind words about our breakfast team, and we are glad that part of your stay provided a more positive moment. Thank you again for choosing us for your New England getaway near Old Port. Your feedback gives us important perspective as we work to ensure all our guests feel valued from start to finish.Scott BourneGeneral ManagerThe Westin Portland Harborview