Grace B.
Google
For being a “5-star” hotel, we were not impressed with the service or staff throughout our stay. From arrival to departure, we felt rushed and on the staffs timeline versus our own. We traveled with our 3 month old baby and were hoping to feel like valued guests but that was not the case.
We arrived at around 7 pm for check in. They seemed irritated that we arrived late, had us jump in a cold van, and rushed us off to dinner. No welcome drink, no relaxing check in. We asked to have dinner in our room because our baby was very fussy, tired, and ready for bed, but they could not accommodate that. During dinner, we asked to complete the check in process at the restaurant because when we got to the room we wanted to put our baby down to sleep (she was super tire’s and crying during dinner). While he did start the check in process at dinner, he then proceeded to still come into the room and go about his own agenda without respecting our own wishes.
The next night we had an emergency and had to cancel our dinner to take our baby to the hospital. When we got back we ordered room service. Dinner was supposed to be included in our stay, however, they made us pay for the room service because we did not cancel our dinner reservation early enough (despite cancelling an hour before). I understand they prepared for us to have dinner, but again, we had to take our baby to the hospital. For a “5-star” hotel I am completely disappointed that they were not understanding of this and that they could not accommodate our change in unfortunate plans, but instead made us pay for dinner that was supposed to be included in our stay.
Upon check out, we also felt very rushed. We arranged for them to pick us at at our room at 6:40 am so we could meet the taxi. The staff came and rang our doorbell when he arrived, I told him we would be out in a few minutes. Again, we have a baby, I was feeding her and we were running a few mins behind. He then proceeded to ring the doorbell again. This is unacceptable. We then got into a very cold van and he drove incredibly fast to the front of the hotel.
Overall, we were very disappointed. I would not recommended coming here with little kids or babies.