Eric H
Google
This was one of the most disappointing hotel experiences I’ve had in years not because of one issue, but because everything went wrong, and management handled it poorly from start to finish.
I stayed for a very short business trip (two nights) and encountered nonstop problems:
First room had a strong chemical smell that made me dizzy, plus unreliable Wi-Fi.
I was forced to change rooms, during which my luggage was mishandled and delayed.
Second room had lights turning on and off all night due to faulty motion sensors, making it impossible to sleep.
Wi-Fi in the new room was so slow I could barely work.
Plumbing didn’t function properly and made loud noises throughout the stay.
For a hotel positioning itself as luxury, this level of basic failure is shocking.
What made the experience far worse was management’s attitude, specifically the Operations Manager, Jessica. Instead of accountability or empathy, I was met with defensiveness, dismissiveness, and accusations that were simply untrue. Legitimate concerns were treated like inconveniences rather than problems to be solved. There was no ownership, no apology, and no attempt to make things right.
The only positive worth mentioning: the luggage assistance and concierge staff were genuinely kind, professional, and helpful. They were the only people who behaved like they worked in hospitality.
Between the room issues, the operational chaos, and the way management handled everything, I would not recommend this hotel especially for business travelers or anyone expecting professional service.