Judy L.
Yelp
Do not stay here. Regret everything about this place. It is a hotel that has it's location as the main selling point but the lack of customer service and amenities will leave you wishing you booked elsewhere.
There is only one Valet guy who is never at their stand. I dont think this hotel should offer Valet ($49 overnight parking FYI) 2 massive buses were honking at us when we pulled up to valet. 10 minutes waiting and nothing. I hop out & quickly unload my suitcase because I need to go in there and talk to someone. My husband is almost hit by 3 buses and decides it Is too dangerous & has to drive off. Completely Unacceptable! It took 15 minutes for him to maneuver around traffic to get back.
In the meantime, I walk in and do not know where to check in because there isn't an employee in sight! I stand there for a few minutes confused and irritated. See a restaurant to my left, wave down a waitress & gesture that no one is there. A minute later, a guy walks in and I tell him about the valet mess up front! He gets another gentleman, named Gabriel who checks me in and offers me a Lemon Vodka Shot. Confused out of my mind at this point and offended now. Am told valet was busy.
The vodka lemon shot is a tactless welcome. First off, I cannot drink alcohol because of my medical condition, so you might want to ask your guests ahead of time if they can drink before holding a shot in your hand. Secondly, an apology would have been great or an offer to have someone help me with my suitcase. Good service means more than a shot! I'm not at a pool party in Vegas. And how do you determine who gets a shot? Will you offer that to the older/elderly people, whom by their facial expressions, regrettably booked here too? A few guests in the elevator asked us if we were displeased with this hotel too and wow, we all shared our opinions that ended with one conclusion; we regret being here at this hotel.
Enter the room that has 2 hangers, No iron, no ironing board, No suitcase stand, No coffee machine and zero water bottles. I wanted to find another hotel but we booked through a third party. I didnt want to throw money away like that. So I try to ask for the basics. A man brings an iron and ironing board to my room. I ask him for a suitcase stand, and he says, "yeah we dont have those. We used to but we dont anymore. I dont know why." I guess I'm supposed to lie my suitcase on the floor, bend and hurt my back at my inconvenience and pain. I'm livid. My husband is still driving around to get back to the hotel. I go online, click on their site and leave a voicemail for their Public Relations person Jolene because I needed some management in here! She never calls back but it doesn't matter.
My husband finally arrives and asks for a manager. He gets the Front Desk Manager, and I tell Natalie of my entire experience. She is a professional pleasant young lady that did all that she can to help out. Brings not one, but two suitcase racks (even though I was told they didnt have any prior, maybe the guy was lazy idk) more hangers, and then she offers us a bigger room with a terrace. Very nice of her, and She is the only reason why I decided to try and make the best of it. But even that upgrade and her courtesy didnt make up for all this hotel lacks.
They use large bottles of shampoo, conditioner and lotion in every room. For sanitary reasons this is not okay. There are many places we have stayed at, that have dispenser machines of shampoo/conditioner, soap and lotion, for the most part, guests cannot open those dispensers so it's sanitary in comparison to these large bottles that anyone before you, can open and add whatever they want to it or worse. The wall mounted dispensaries would be better suited to Keep it sanitized for paying guests. We avoided using it altogether.
Checking out: no valet again. Told he was busy. Gabriel saw us waiting and took my husband to the parking lot. Guests outside saw us waiting and a lady was worried they wont get their own rental on time when they fly out Monday after seeing what was going on with us. I feel sorry for their ONE valet guy who is taking all the blame for upper management's inadequate staffing.
This establishment needs to get serious about accommodating their paying guests and hire more valet, end their tactless welcome vodka shot, provide basics, More hangers, iron /ironing board, suitcase stands, coffee makers and water bottles like most hotels offer at the same price. They really do not make an effort here to make you happy.
SAFETY & CUSTOMER SERVICE are a problem. You take a risk waiting for valet in your car. Bring your own products to shower. Bring extra cash to buy your own coffee . They offer it in their lobby but their coffee is not good. THEIR BOTTOM LINE IS MONEY. WHEN YOU PAY FOR THE ROOM. YOU'RE ON YOUR OWN AFTER THAT. And lastly, Do not stay here. The end.