ANN
Google
My family and I stayed at this property over Thanksgiving weekend, and I would like to highlight a few notable experiences during our visit.
Our bellman, Marco, was exceptional. He handled our belongings with great care, answered all of our questions, and greeted us warmly throughout our stay. His helpfulness and professionalism truly stood out. I would also like to highlight another bellman for which I can't recall his name, my apologies... could have been in his 40s about 5 '7...he was very warm, welcoming and interacted beautifully with my toddler for whom he referred to as Princess :)
We also dined at the restaurant on the lobby level, where Kimberly was our server. She was outstanding—attentive, accommodating, and genuinely pleasant. She interacted so kindly with my daughters, and later in the day she even prepared a drink that was not on the menu, which was perfect.
However, I did encounter an uncomfortable situation during a separate lunch visit with a guest. Our server, Anastasia, approached me after I had signed the bill and left the restaurant. She ran after me near the elevator with the bill in hand, stating that I had not left a tip—in front of my guest. I acknowledged her, but she proceeded to point at the tip line and ask, “Are you sure you don’t want to tip?” I found this highly inappropriate. Tips are customary but not mandatory, and this behavior was unprofessional.
I later realized that gratuity had been included in our Thanksgiving dinner bill the previous day, so I did not notice whether it was included on the lunch bill. Regardless, the manner in which the situation was handled was unacceptable.
I spoke with Sara at the front desk, who was extremely kind and quick to locate a manager. Andy, the Assistant Front Desk Manager, expressed sincere apologies for what occurred. He was very professional, attentive, and reassuring, and made it clear that the situation would be addressed. I truly appreciate his approach and the care he showed in resolving the matter.
Thank you, Andy, for your professionalism.