Austin A. A. E.
1/5
Regarding the BW Whitehall hotel:
My bad review starts a week before our visit. I called ahead to request a mini fridge for our 7-day stay, but Felicia at the front desk was unhelpful, putting me on hold for 8 minutes before telling me I needed to call back due to a bad connection.
We arrived early Wednesday morning. The front desk woman was short with us, refusing our request to book an additional night despite available rooms. She rudely told us it was too early for check-in. We dropped our bags and explored the city but were told to return at noon for early check-in. When we did, we were again sent away. At 2 pm, we finally got a room that was dirty with garbage and biohazard waste. The head of housekeeping confirmed it hadn’t been touched. We were moved to a different room that lacked the amenities listed for junior suites.
After multiple complaints, we finally got a room at regular check-in time, but the furniture was mismatched. Our initial request for a mini fridge was ignored. After returning from dinner, I asked for a mini fridge again, but the front desk woman rudely told me it wasn’t guaranteed. My husband tried to speak to a manager, but the supervisor insisted all complaints go through her. Eventually, we received the mini fridge.
The next day, our guest arrived and had to call twice for towels, which took over an hour to arrive. We requested all toiletries needed for the weekend to avoid further delays, only to receive some with blood stains.
The restaurant credits only covered the cheapest meal options. When we went to the hotel bar at 10:30 AM, the hostess rudely refused our request for a Bloody Mary or mimosa, saying, "We don’t do that here."
Overall, the staff outside of housekeeping was dismissive and disrespectful, the restaurant was expensive and lackluster, and the experience was disappointing and frustrating given the cost.
