Westin has good infrastructure, but is not able to live upto experience of a 5 star property. it's all about basics, quality of human resources and their
training which makes the difference.
Not sure if due to pandemic that has taken a beating. It's simple things like during breakfast or dinner buffet you request a steward to give you something and he never comes back, maybe it's to do with allocation of tables they need to serve, hence they tend to ignore the rest. They or any 5 star needs to invest on quality of their front desk. You feel the indifference when you walk into the hotel. These are the first impressions that matter.
During dinner buffet they had 15 of their security staff joining the buffet cue. Guest were taken aback. We believe in equality, but they need to manage this better.