As a disclaimer, I travel a lot so maybe my standards are high. I wanted to enjoy a quick getaway up to the Palm Beaches where I was attending an award ceremony.
While driving into the hotel's parking facility, I noticed that the security gate was not working...no big deal but a detail indeed. Upon reaching the valet station, there was no one in attendance to greet us and to valet our vehicle. We waited a few minutes and then proceeded to self-park.
It was 3:55pm when the pleasant front desk associate informed us that our room which had been upgraded to king size bed suite would NOT be available, as they needed to prepare the room. I noticed another guest waiting for their room as well. Since I had to get dressed for my ceremony, I was disappointed. The room was finished 15 minutes later only to find that it was not the UPGRADE but a standard room with only a queen bed. I booked a room for 3 guests. At this point, my disappointment grew to frustration at how things seem to be miss-managed. It took another 20 minutes to finally get us into a room with a queen sized bed and a sofa bed so that the 3 of us could sleep.
The room service dinner was another disappointment as the food tasted as if it were frozen and then microwaved. The burger was a patty, not fresh meat. The salmon was overcooked and the asparagus was soggy. The coconut rice with cilantro was missing the cilantro. The club sandwich had pressed turkey, not fresh, and the fries were not warm. The seafood nachos were the best thing we received.
We had ventured after dinner to the award event and returned to the room and tried our keys which didn't work. They usually get demagnetized if they are near my wallet but I hadn't brought my cell phone or wallet.
Overall, I think the management needs to work on: the presentation of the staff, the décor and building’s maintenance, food quality, and bring this hotel up to the level it should be at. At present, I paid for a 4-star and felt like I was at a 2-star Hilton Garden.