Christina E.
Yelp
BUYER BEWARE: BAIT & SWITCH. We booked a Garden Room (Queen Bed w/ Private Outdoor Patio), the only reason we booked a room here were for the reason they had a private patio and instead were given Two Full Beds w/ no garden/outdoor patio. "But this is an upgrade" the concierge insists. Who wants Two Full Beds and views of a wall? Nobody, that's who. But that's what we were given for something we didn't pay for
I'm having a medical procedure done at the hospital nearby so for a Mother's Day weekend, The Husband booked us a 3 day/2 night stay so I wouldn't have to travel far afterwards. We specifically booked the outdoor patio space because we have a young toddler and that was just a fantastic way to give her some outdoor time while we were able to enjoy a few drinks ourselves, something that has been rare for us parentals (if you're a parent, you can totally relate!) We had been looking forward to the garden and even invited some friends over to join us since it turned out to be a lovely afternoon. But that was ruined at check-in
We had a total of 8pc of luggage-- bear with me here cause this part is essential-- 3 duffel bags, 1 backpack, small cooler for our daughter who has allergies and dietary needs so we pack all her food, 1 paper bag of her snacks and 1 paper bag of paper towels & clorox wipes cause y'know In the Times of Corona & a trashbag containing our pillows) I mention this because we dropped all these bags off prior to our check-in and The Husband was planning to move them ourselves, which is what we usually do at all our hotel stays. However, when we checked in a few hours later, we were told that "Because we had a small child and these bags" it was "closer for them to move the bags to the other room" (room is behind the concierge desk) as opposed to "basement where the Garden is" and "figured we would want the larger room upgrade". "We are overbooked for the Garden Room. Usually no one wants them because it's in the basement, it's cold there..." Yea, no sir. Was that the reason we were given this room? Because you didn't feel like carrying our bags down to the basement (now it's called basement as opposed to ground floor) especially when we never asked you to? Did you move these bags into the room so once they were in there, we'd be less insistent on changing it? Nope. Or did you move us into these rooms because then you could offer the Garden Room for a higher price, thus ensuring you filled your hotel capacity? Hmmm
But most of all, why are you making these assumptions and decisions for us? The Husband who is usually very laid back was irate. I was livid. My toddler was gassy and besides herself
So our friends arrive and the concierge mentions there is a rooftop on the 7th floor where we can enjoy our drinks as if this would placate us from visions of enjoying a beautiful mimosa brunch in our private patio the next morning. Fine, the damage had been done but let's enjoy the afternoon and make the most of it. Concierge said "Will you be staying up there long? I can offer you some cashews?" And in the words of my friend Dan, "We don't want no f'n cashews" but I'll take a discount or some complimentary drinks for the trouble. He muttered something about having to speak with a manager and left
They offered to move us into the Garden Room with a patio later the next day but it'll be raining the entire time so our beautiful day wasted today and nothing to be enjoyed tomorrow. We leave for my medical procedure pretty early the following day so we're just really bummed about the entire situation. Not only that, the 3 of us crammed into a Full Bed has made sleep completely horrible thus I'm awake at 6:30a writing this review. The Husband has been awake for some time since his feet dangled off the bed the entire night. At least our toddler is sound asleep but that's not saying much since she crashes pretty much anywhere-- stroller, car, restaurants, sofas etc
I leave this 1-star review (which is something I rarely do and am pretty intentional about what I write) because I know the impact it can have. However, I just don't want someone else to experience what we did and at least be fully aware of what can potentially happen
However, I am not completely one-sided about the experience so I will also include some positives about the hotel:
-Great location, right next door to my fave Kung Fu Little Steamed Buns. Give them a try (Pork XLB soup dumplings & Shanghai Buns are superb) In fact, this was one of the main reasons we decided to stay here
-Nice clean rooftop space
-Quiet
-Very clean
-Staff is courteous
-They have cashews