Lisa H.
Yelp
I agree with all of the other glowing reviews of Post Hotel, with a few exceptions that may be helpful to share as they made it very difficult to relax there. Because I took the train up from Portland, I only had 32 hours at the hotel and wanted to turn my brain off and relax.
My room did not have working heat. It took me a few hours to realize the temperature wasn't rising despite my turning up the thermostat. Even with the fireplace on, the temperature would not increase. I tried to sleep in the cooler room, but by midnight I was still wide awake. I called down and asked Michael at the front desk if he could help. He was wonderful and reset the system from his end to see if that would fix it. An hour later, there was still no heat. I called Michael again, and he brought up what they could offer--a tiny tabletop heater about 10 inches tall. It didn't heat the room, but I was able to put it close to me for some warmth and slept about four hours.
The next day, they called in an HVAC company, who confirmed that the motherboard wasn't working, so I had no heat other than the tiny heater. The daytime staff, however, were not nearly as warm or compassionate. There was no apology or acknowledgement of the inconvenience. For $1,000 per night once taxes and fees are applied, I expected some compassion. I had only slept four hours and had to be out of my room waiting for the HVAC team to assess the problem and then for staff to follow up--not relaxing at all. I asked to be moved to another room and was given one, so I packed up all my things again and moved to a room on the bottom floor, which was not as nice--but it was warm.
Given the cold shoulder I had received all day, I asked if I would be compensated for the inconvenience and the impact on my relaxation. I had hoped they might not charge me for the night with no heat, or perhaps offer to comp my dinner. The next day, I received a voicemail from a lead who said he had consulted the manager and they would be returning 10% of one night's stay to my card--$87.
While I recognize that they did act quickly in calling an HVAC company, I wanted to let people know how they handled the situation overall. Michael was a glowing example of how a guest should be treated when a problem arises; everyone else was disappointing. At any other lodging, I wouldn't have had high expectations, but for $1,000 per night... I expected more when something goes wrong.