The Westin Rusutsu Resort Reviews

I had the most appalling experience with a front desk agent named Cheng at this Westin hotel, despite us both being Chinese. Her attitude was the worst I've ever encountered in all my hotel stays worldwide. The discomfort began the moment I approached her counter. She was clearly distracted, flipping through some documents, muttering what sounded like curses under her breath, and rolling her eyes repeatedly at the bellhop who had guided me over. I cautiously asked, "Are you busy? Perhaps I could check in with someone else?" Without even looking up, she snapped, "I can handle it, just wait." Her tone made me feel as if I owed her money. What happened next was even more unbelievable. During check-in, she secretly switched my room. I had explicitly mentioned my reservation included two room types – one night in one and four nights in another. However, she vaguely stated, "You can stay in the same room the whole time." At first, I thought this was a kind gesture. It was only after I got to the room and carefully checked my reservation that I realized: the last four nights I had paid for were actually for a luxury king room costing 6,000 yuan per night, while the first night was 4,000 yuan. She deliberately downgraded my arrangement for the last four nights to a cheaper room type, without mentioning a word that I had reserved a higher-category room. Even more ironically, I had specifically asked if a king room was available, to which she coldly replied, "No." In reality, my reservation for those four nights *was* for a luxury king room. It seemed in her eyes, guests are expected to know all room details themselves, or else they deserve to be deceived, paying high prices for downgraded service. Finally, she simply tossed a few resort information pamphlets onto the counter without another word. She omitted all basic information that the front desk should proactively provide, such as igloo locations, luggage storage, dining arrangements, or shuttle services. Later, I observed other front desk staff patiently explaining and meticulously guiding their guests. Only Ms. Cheng left me to figure things out myself with a few cold pieces of paper. From her reluctant service and secretly downgrading my room to her dismissive communication, every action she took reeked of disregard and impatience towards guests. This wasn't just a service oversight; it was a series of blatant mistreatment. Although some other staff members I encountered later were fine, she was the first and only service person who completely ruined my entire stay!