jeremymichael2018
Business · December 20258/10
This was my first time staying at a W, and was hesitant because I’ve never had a great impression of them. It started off great with a pre-arrival phone call with some questions and a request, and Bri...This was my first time staying at a W, and was hesitant because I’ve never had a great impression of them. It started off great with a pre-arrival phone call with some questions and a request, and Brian in the front- office who took the call was fantastic. Then, at check- in, a lady named Jordan who was simply delightful. Special accolades also to Linda in engineering and also the gentleman that worked the last few days at the front desk of the spa, and also the tall, slender gentlemen in valet parking (manager) last evening and then again today.
The hotel itself is fairly modern and aesthetically pleasing, very very quiet with no smells anywhere in the guest hallways or in the guest-room rooms, which is all critical to me. The gym is the most fantastic hotel gym I’ve experienced, with only one exception- the new Fontainebleau Las Vegas. The air-conditioning was very good however they have it set whereas whenever there’s no movement in the room, etc. it seems to go off, and for me that is not a good feature. I have a long, past history living in Miami and we sleep cold. That was my first and only complaint, until I came down to the lobby, rushing to head to a meeting and encountered three (3!) front desk agents that all decided they did not want to assist me with my two small requests before rushing to a meeting. The requests were simply change for a 20 so that I could tip the valet, and also if someone could please have the valet bring my vehicle up.
Mind you this meeting on my second night there was the whole reason I was in Texas for this trip, and this surreal level of ineptness and lack of care, not only delayed me arriving, but also tarnished a good part of the evening.
The situation further exacerbated itself when they then gave me an inadequate email address to reach out to the General Manager, which then prompted a delay in the GM getting back to me.
This was all a shame, in that there are so many employees at this location that are simply next-level; and all their hard work and care almost goes in vain when a couple don’t hold that same commitment to hospitality.Show More
