patriciaoV5172ZD
Google
I recommend you read this review if you are planning to visit the hotel for a special occasion.||I had carefully booked a Plane Spotting Suite on the 7th floor, with the specific goal of having a clear, unobstructed runway view. I went so far as to confirm this not only at the time of booking but again on the morning of our arrival. I explicitly stated that we did not want to be placed on the 4th floor, having read reviews noting its obstructed views.||Despite all of this, upon check-in, we were told we had been assigned to the 4th floor the very situation I had tried to avoid. I referenced my earlier conversation and was told that the 6th-floor room (which now appeared to be the highest option available) most likely wouldn’t be ready until 6 p.m. since the previous guests were checking out at 3 p.m., a detail that had never been mentioned before. For a one-night stay, this wasn’t a practical solution. At no point prior to arrival was I told that the 7th floor didn’t exist in this room category or that this particular room on the 6th floor they offered me only provided a partial runway view. These were important facts that would have likely changed my decision to book in the first place or to reschedule to a later date.||As I tried to salvage the situation because this was a surprise for my partner I felt pressured to settle for any available room with at least a clear view (we ended up staying in the 8th floor it had an amazing view!). What followed was a stressful back and forth at the front desk. My partner stood beside me, unaware of the details, while I tried to hold it together and adjust plans on the fly. This back and forth concluded in us being shown the same room I had already declined multiple times. The moment we walked into the room on the 4th floor, the surprise was effectively ruined. What was meant to be a thoughtful, celebratory experience started off with frustration and confusion instead.||As for the anniversary itself, while it had been clearly communicated in multiple places (the reservation, a pre-arrival call, and again the morning of our stay), in my follow-up email based on my formal complaint, the manager tried to say I had not acknowledged this early in the reservation basically insinuating that it was my fault and not theirs which is FALSE. The only acknowledgment they sent as an apology, I assume, and not even for the anniversary, was four macaroons and a single small Perrier. For a one-year milestone and two guests, this felt more like an afterthought gesture. Something as simple as a note or even two drinks instead of one would have gone a long way toward making the occasion feel seen.||Another issue was the lack of transparency around pricing. I later learned via the same follow-up email that a reduced rate had been applied due to the inconvenience, which I did appreciate. However, this wasn’t communicated at check-in nothing was really communicated because, as I was told at the time, they didn’t want the nearby guest to hear what was going on. The responses felt vague and cut short, which only added to the uncertainty. Without clarity in the moment, it was difficult to understand what was being offered or adjusted.||The breakfast situation was yet another low point. I had proactively reached out through the hotel’s chat feature before ordering anything to confirm whether it was included, and the replies clearly gave the impression that it was. It wasn’t until checkout after we had been charged that I learned otherwise. While the cost itself wasn’t the issue, the principle was. I had tried to confirm in advance and was misled by the information provided, which was short and lacked any sort of feedback or guidance (as per the screenshot). I ultimately ended up paying for something I believed was part of our stay because the manager claimed I did not use the exact words “room service.” The conversation at checkout was brief, inconsistent, and dismissive, which only added to the feeling that guest communication wasn’t being handled thoughtfully or professionally. That’s when I decided to file a formal complaint once I got home. To their credit, the breakfast charge is being refunded as per the manager's email, which I appreciated though again, this could have been avoided with clearer communication from the beginning.||What added to the frustration was that my formal complaint, placed through their customer service team over the phone, was initially received by someone lovely and apologetic, who told me someone would follow up within 3–5 business days. However, my complaint was eventually acknowledged and handled by the same manager I had already dealt with during all in-person encounters. While I can understand the intent to provide continuity, it felt highly inappropriate under the circumstances. When someone is involved in the very service breakdown a guest is trying to address, having them also serve as the point of resolution can easily come across as defensive or one-sided. That was very much the tone I received more of a justification of what happened rather than a sincere acknowledgment of the impact it had on us.||A couple of days later, their customer service manager sent another email in a neutral tone and actually acknowledged the situation and apologized, which I appreciated because the original email I received mostly placed blame on me and did not acknowledge the issues.||Every touchpoint from the reservation process to arrival, room selection, guest communication, and even check-out seemed marked by unclear communication and internal disconnects. For a stay tied to a meaningful milestone, it was disappointing at almost every turn.||Some of the things that could have made a real difference:||– Accurate and upfront information about which rooms have obstructed or partial views at the moment of booking|– Clear communication if a reserved room isn’t available or doesn’t exist, which the booking team should be aware of|– Coordination between departments when a special occasion is noted in the booking|– Transparent information about included amenities (like breakfast or evening appetizers, which we didn’t even know about and didn’t take advantage of)|– A more neutral and thoughtful approach to complaint handling, ideally with a manager not directly involved in the original issue||This hotel clearly has potential. The concept is creative, and it’s positioned to offer something truly memorable. But for that to be delivered, there needs to be far more attention paid to consistency, transparency, and internal communication. When those things fall through, even the most exciting or unique features can't make up for the disappointment that guests walk away with especially when the stay is meant to mark something important, and it becomes memorable for all the wrong reasons.||That said, I will give credit where it’s due: the food was expensive, but the chef did a fantastic job everything we ordered tasted great, and the servers during our dinner were amazing. The room was tidy and clean.
