The Westin Annapolis

The hotel room was in poor condition and clearly outdated. The sink was cracked, the tile around the toilet was worn and discolored, and much of the original finish had been rubbed off. The shower grout was in need of a thorough cleaning, and the white bath towels were stained with large yellow patches—completely unacceptable for any standard of cleanliness. Additionally, the refrigerator did not function properly and failed to keep items cold. Overall, the room was in serious need of a comprehensive update and fell well below reasonable expectations.

My partner and I stayed at the Westin Annapolis for one night, and unfortunately, our experience was soured from the moment we arrived due to the behavior of one particular valet attendant. When we pulled up to the hotel, there was no one at the valet stand to greet or assist us, so we approached the valet office directly. The valet attendant we encountered seemed confused and annoyed by our presence, asking bluntly what we wanted. He was a slender young man with tight curly brown hair and light-colored eyes. Unfortunately, I did not get his name. It seems obvious to me that if the valet post is unmanned and hotel guests approach, they're likely seeking valet service. He didn’t offer any kind of greeting like “How can I help you?” and was visibly irritated from the offset. While we were providing basic information for the valet ticket (name, phone number, and room number), the attendant repeatedly cut us off mid-sentence and kept asking my boyfriend “Do you understand me? Do you understand what I’m saying?” in a slow, condescending tone. My partner is Hispanic, and I’m Asian — we speak perfect English. There was nothing unclear about our conversation that would justify this questioning, especially not repeatedly. His behavior felt not only rude and dismissive, but racially charged. By this point, we were very flustered and caught off guard. When we handed him our car keys, we accidentally handed him our entire keychain, which included our personal keys. He struggled to detach the car key, became visibly annoyed, shook his head, and snapped, “Yeah, I’m not doing this,” before throwing the keys back at us. It was shocking and unlike anything we’ve ever experienced at a hotel. We did not see this behavior directed toward other guests, most of whom were Caucasian, which made the situation feel even more discriminatory. We felt profiled and deeply disrespected. We reported the incident to the hotel manager, Sandra, who was apologetic, comped our valet, and offered breakfast vouchers. While we appreciated her professionalism, we were still so upset by the following morning that we left Annapolis entirely and didn’t use them. This incident overshadowed what was meant to be a special getaway for my partner and I who very rarely get time alone due to our busy schedules. The valet service is contracted through PMC Parking Management, and this behavior reflects poorly not just on the hotel but also on PMC’s standards and staff training. This wasn’t just bad service. This was hostile, humiliating, and it absolutely felt racially charged. It’s unacceptable that someone this rude and unprofessional is in a customer-facing role, let alone as the first point of contact at a hospitality-driven establishment.

The booking of the room was very smooth. Upon arrival the check in process went very smooth. The front desk staff were very knowledgeable and helpful. The evening of June 27th, the party of 20 had dinner and drinks at the hotel. The room was nice.