Nadia I.
Yelp
This review is for a three night stay at Halcyon in October 2022. I have never been more disappointed with a hotel in my life; this hotel failed to meet basic hospitality standard and protocols. It is a motel with a ritz price tag. I wish I had filtered the Yelp reviews to see the 1 and 2 star ratings because many of them describe what we experienced.
Yes, they have free pastries and lattes 24/7 and a daily happy hour but,
...
General/dirty/broken - the two rooms we booked were no where close to each other (despite booking months in advance), there were open/used sugar packets sitting right on top of the in room coffee station (lack of housekeeping), the water bottles at the water stations leak, the terrace in one of the rooms was completely sub par compared to the other, the furniture on the terrace was dirty and soiled with red wine stains, the shower door was broken, the phone in one room didn't work, the robes had weird, disgusting stains inside...
Service - we called before booking this hotel to confirm their rooftop bar and pool would be open during the time of our stay and were told it would be but in fact the rooftop bar is closed for the season, there are no lounge chairs or umbrellas at the pool, when we called to ask about umbrellas the woman who answered was extremely rude and to top it all off, the person claiming to be the manager is THE WORST, he is unapologetic, ridiculously unprofessional and mumbled as I walked away dissatisfied after a conversation with him - when I asked why he was doing that, he claimed to be talking to himself (which was not true and is not ok).
No boundaries/unauthorized entry into room - The minor inconveniences, though starting to add up, were something I could look past but the real issues began when my boyfriend tried to surprise me by sending dessert plates and a bottle of champagne to my room. Because the two rooms with my name on them had do not disturb signs, the staff told my boyfriend that they would keep the delivery at the front desk for pickup ... this would've been fine however, because a friend in one of the rooms called for towels, staff apparently took this to mean they could barge into that room; three staff members (including this alleged manager) barged into my friends room, she was wearing a face mask and a robe, completely unsuspecting and confused. They dropped the items off and left without speaking a word to her. We asked how and why they would do this (thank god my friend wasn't completely naked). The manager told me that the request for towels gave them the "authority" to enter the room despite the do not disturb sign and leave the desserts and champagne in the room without letting anyone know what it was, who it was from or who it was for (no note or anything). For this reason, no one knew it was intended for me and I never received it. I brought this up to the "manager" and he raised his voice and argued with me, he become defensive and claimed his staff was being "persecuted" and even after I made it very clear that I didn't want anything other than them acknowledge the mistake, they proceeded to blame my friend (for not identifying herself when they burst into her room unexpectedly), blame my boyfriend (for not telling them to do their job correctly), blame me (for having two rooms with my name on them), blame everyone except for simply saying the words sorry.
Billing - this hotel is obnoxiously over priced for what you get. Also, make sure you check your bill because they imagined up overnight parking and added it to our bill, when I brought up the incorrect charge at checkout, the response was not "oh I'm sorry, I don't know how that happened" it was "so you don't have a car?" --- who is training these people?? Speaking of parking, the first day we stayed here, we were sitting outside and saw an entire episode of drama whilst the valet had misplaced someone's key... wild.
I am appalled at this experience and it has completely over shadowed the kind concierge and the 2 nice employees (out of 10) that we encountered at the front desk. I am embarrassed for this hotel and am shocked that someone like this "manager" "Cliff" or Mr. Goss, is allowed to interact with people at all.
Do yourself a favor and stay elsewhere.