camillec246
Couples · December 20256/10
We usually don't review hotels if we don't have anything nice to say, but we do have something nice to say (the hotel has pros)...My wife and I are very well traveled, and we choose 5 star hotels when...We usually don't review hotels if we don't have anything nice to say, but we do have something nice to say (the hotel has pros)...My wife and I are very well traveled, and we choose 5 star hotels when staying for at least a week. Therefore, we want to feel as comfortable as possible since we are away from home. Well, this is the worst 5 star hotel I have ever stayed in. While I don't think you should completely write it off, consider these things, which indicate this is more of a 3 star standard (if not lower):
PROS:
* Nice and approachable staff. They all had patience, even with the shortcomings we observed.
* Amex Fine Hotels and Resorts perks were applied properly
* Clean lobby
* Decent food
* Close to any kind of shopping and interests
CONS:
* Housekeeping is only done upon request between 8AM-5PM. When it's done, just know you will only get your bed made and your trash emptied. No toiletries will be replaced, no sweeping, dusting, or mopping is done. Towels and washcloths are replaced upon request as well.
* Failure to thoroughly read in-room dining orders and the QR code isn't reliable
* Failure to notify customers of short staffing in advance. This will help a customer decide if they want to relocate to a more equipped hotel, especially when being away from home during the holidays.
* Failure to execute valet process properly (no matter the day and time). When calling in advance for your car, you still wait because the valet team asks to see your ticket AGAIN and then they initiate retrieving the car. This defeats the purpose of calling in advance to help the flow of loading/unloading hotel traffic.
* Coffee is only available in a central lobby location, not in rooms. I think you can request a coffee maker, but if you can request one, then it may be more effective to ask guests if they would like one upon check-in.
* Room service wait is 1 hour after placing your order, which is the slowest I've seen. However, the food is decent.
* No turn-down service
* Ice buckets are in rooms for guests to get their own ice, which isn't a problem unless the hotel is considered a 5 star
* Window dressings in the rooms are not well maintained. They do not glide with ease, so maybe updating those would be 5 star standard
* The HVAC made load noises all day like a jet was taking off
* The lock chain on the door wasn't properly secured to the wall
All in all, we had an acceptable stay, but this isn't in the Fine Hotels and Resorts standard we've witnessed in the past. We would stay here again since we know how to manage our expectations. However, I wouldn't recommend it to someone who prefers 5 star hotel quality.show more
