Christiana S.
Yelp
Check in was a nightmare, basically. I'm Platinum, so there are some details you receive when checking in (free upgraded internet, free breakfast, concierge lounge if there is one, etc). I not only did not receive any of this information, but was not greeted or acknowledged as Platinum at all. But that wasn't the only problem. Lots of issues with discussing parking, concierge information (I was told there was a lounge, but in fact there is not), and nothing about the free breakfast vouchers she was supposed to give me. She told me the wrong elevator to get to my room - an elevator that doesn't go to my floor. I had to drag everything back down and find a valet (wait, you have valets? Where were you when I walked in half an hour ago??) to assist me. He did and was helpful. I then tried to connect to the upgraded internet, and couldn't. The instructions on the site were not working (would not load what it said it would), so went down to ask - was given an annoyed run-around and told to "go back to my room" repeatedly. Never did get instructions from her, except to be told you can't connect to guest wifi in the lobby - a LIE - and told again to go back to my room. WTF?
I always request feather-free in advance (allergies), and the room was not. I finally called and requested a manager, who was not available. After half an hour, he requested to come to our room, made all his apologies, asked for names, etc. Sent up 2 beers for all our trouble. Erm...OK. Thanks for the beers, but most properties would have offered more, but still, no big deal.
Bed was relatively comfortable, wifi was just fine when we finally connected, and the pillows were great.
Location is really close to a subway stop, which is very convenient. (Not included in star rating, but beware, that subway is REALLY busy and popular, expect to be squished with a bunch of commuting Germans the entire way into town.)
Checkout was OK, if not exactly friendly. Our parking pass expired early, meaning we could not get out of the parking garage after checking out. Had to walk back in, only to find their parking ticket machine was down. They did eventually get us out the back entrance, used for deliveries.
Overall, while the customer relations guy was nice, and the property was lovely, and the convenience to the subway was good - I probably wouldn't stay here again. Just so much of a hassle. After days of stress of traveling, I wanted a Marriott property as an oasis, because as a Platinum I'm home in a Marriott. This made me feel like I was intruding on a barely-known cousin who was begrudgingly let me stay there.