Vinnie B.
Yelp
High hopes dashed by terrible service. After years of trying to nail a reservation that landed on our anniversary, I finally was able to get one, which just so happened to be during our 10th Wedding anniversary. As we approached the West Gate Drive, the place looked absolutely stunning. We were greeted well and directed to the courtyard area. The well manicured landscapes and the opening into the courtyard of the building really presents well. That's were the positive experience ended. I booked the Special occasions package, that included a reservation for a 3 course dinner. The inside of the hotel is nice, elegant, not opulent. The art doesn't really match the architecture, but its nice. The grounds look pretty, but its littered with trash, broken glass cups, and stemware from parties. We went to our room and were taken back by how dirty the walls were, furniture banged up and wore out. The bathroom tub had toilet paper in it and someone hair. You didn't have to look hard to see all the grim on the walls, it stood out easily. Cracks in the moldings too, easy stuff to maintain, but its not. Then comes dinner. We were greeted and seated. Our cocktails came out with the entrees. Our water was never refiled, never offered more drinks, no bottle of wine as per the package I paid for, no 3 course meal like I paid for, and the desert was an apple tart that was quite stale. The entrees were good however. Excellent plating, taste and portions. Once the desert was taken off the table, I was handed the check with no offers if I wanted anything else. This was not a busy time either. We say outside, and there are about 25 tables, only 5 occupied and we were rushed out. I was also charged for the dinner when it was supposed to be included in the package. Mind you, this was our 10th Wedding anniversary, the same day of, and I had to spend time to ask about what happened to the duty staff. The gentleman at the check in counter was very helpful and apologetic and directed me to the manager in the morning and gave me two hot breakfast vouchers. I had to go back to the restaurant to get a charge back, my bottle of wine and I was told..."these things happen". That is NOT the European Hotel Experience, that not even a motel 6 experience. The other issue was that there were a few events happening and we didn't have access to much of the place and were basically sequestered to our room. Fast forward to the morning, I again had to take time to go speak with management. John, I think his name was. He tried to make it right and apologized. He gave us a reduced rate on the second night. Then later on, we decided to try the bar. It had been open about an hour when we went in. We were warmly greeted by a passing waitress and we sat down at the bar in the middle of it and picked up a menu. 10 minutes go by, 3 people behind the bar...not one greeted us, not a hello, what do you need, nothing. They saw us...but it was more important to cut lemons or chit chat with each-other. 2 dudes in all white walk in and are instantly greeted and served. So here I am thinking, maybe the bar is closed for a special event. So we left to go ask the on-duty, evening manager. He said it was open to everyone. I told him what occurred and the answer I got was "Ill talk to the bar manager"...that's all, nothing beyond that. It was basically taken as another "deal with it". So I went back to the bar and asked the nice women who said hello to us initially. I asked her if the bar was closed for a private party and she said no, its open. I explained to her what just occurred and she tried to make it right by offering to buy me a drink, to which I declined. This coupled with the utter bomb of service the night prior, you can't even give me free drinks to stay. Later that evening we were woken up again by some ladies screaming at the top of their lungs in the hallway and some sort of commotion, which happened both nights. There is not even a floor person to kept that sort of stuff down or to help guide guests with services, like its done in Europe. The last morning was interesting too, upon leaving there was a young women walking the hallway in here negligee top and panties, walk of shame maybe? Not something you expect from a hotel that touts "European experience." The entire stay was an expensive mistake. We didn't even bother with talking to another manager the next morning. We wanted out of the place. It was the worst hotel and dinning experience we ever had. We travel a-lot and have stayed in many European Hotels throughout France, Austria, and Germany. Oheka is by far not a European experience. I have had better stays in much cheaper hotels in bad neighborhoods throughout the world. I would not even accept a free night stay there. A 10 year wedding anniversary blown by their horrible service at the restaurant then bar, and lack of access do to a corporate event we were not even made aware of.
