TroyMontanaJeanie
Business · December 20258/10
I want to begin by noting that a manager reached out to me during my stay to apologize for the issues described below. The outreach felt genuine and thoughtful, and I appreciated her taking the time t...I want to begin by noting that a manager reached out to me during my stay to apologize for the issues described below. The outreach felt genuine and thoughtful, and I appreciated her taking the time to acknowledge the concerns in real time. My feedback is shared in the spirit of supporting continued improvement and consistency in the guest experience.
I arrived via car service and did not receive assistance with my luggage. At hotels of this caliber, there is often staff available to help with bags or at least take and tag luggage for later delivery, so this stood out.
At check-in, I waited in the Bonvoy line while the front desk agent engaged in an extended personal conversation with the guest ahead of me. At the same time, another staff member was speaking with two guests and unintentionally blocked access to the Bonvoy check-in area. Several other team members were nearby, but no one acknowledged the wait. A brief acknowledgment or quicker handoff would have gone a long way.
My profile notes a preference for a quiet room on the top floor. Initially, I was assigned a second-floor room. When I asked about this, the interaction felt more abrupt than expected, though the situation was ultimately addressed. The initial room did not fully align with my stated preferences and offered a very limited park view, visible only when standing at the far edge of the window. As I had booked a park-view room, I expected a clearer view or an upgrade if available.
After being reassigned to a higher floor, I again transported my luggage myself. I mentioned the lack of baggage assistance at the desk, though no follow-up occurred. When I reached the room, the key did not work due to an incorrect room number being entered. I returned to the lobby with my luggage and waited while staff members passed by or continued conversations. Eventually, the original clerk recognized the error, corrected it, and apologized, which I appreciated.
Communication through the hotel’s messaging app was polite but felt somewhat scripted, and several concerns required multiple attempts before being addressed. More proactive follow-through would have improved the overall experience.
During my stay, my briefcase broke and I ordered a replacement. Amazon indicated the package was delivered to the hotel, but I was later informed it had been redirected to the UPS Store. When I went there, the store was closed, making it difficult to retrieve an essential work item needed for the following day. Clear advance communication about package-handling policies would help guests plan accordingly.
There were also positive interactions worth highlighting. The engineering staff member who assisted me with my damaged bag was kind, prompt, and genuinely helpful. Dwayne in the 8th-floor lounge was consistently warm, attentive, and welcoming, and represents the level of service I expected throughout the property.
One small note regarding the lounge: while maintaining order is important, the repeated and very firm focus on the door by William felt more intense than necessary and slightly detracted from the otherwise relaxed atmosphere. A more measured approach would better match the tone of the space.
Overall, the property has many strengths, and I appreciated management’s timely and sincere outreach during my stay. With greater consistency in service, clearer communication, and more proactive guest support, the experience could more fully align with the expectations associated with the brand and price point.Show More
