We made our booking for 2 rooms, 2 nights through hotels.com, but later found that the price would have been better had we booked directly with the hotel through their website’s promotion. Well, I did came across that promotion on their website before the cancellation deadline with hotels.com, but when I entered the promotion code during online reservation, the promotion price didn’t show up and I thought the promotion had expired, as the promotion was called “Shades of Summer” and it’s already late October when I attempted the booking. It wasn’t until my friend asked about this promotion 2 days before our stay that I was curious and called the hotel about it to find that the promotion was still valid.
Anyway, not sure if it’s because we did not book directly with the hotel that the staff that checked us in wasn’t showing any initiative. The rooms we were first assigned were a few rooms apart down the hallway. After realizing this, we asked for adjacent rooms. Then when we checked into the rooms, we found that one of the rooms was actually connected to another room next door. We went back to the reception and asked if we could have the connecting rooms instead. The girl was helpful and allowed us to switch rooms. However, the first guy who checked us in could have shown more initiative and ask if we want connecting rooms, that would have saved us the trouble of switching.
Also, there weren’t any toiletries supplied in the room, I had to ask the girl at the front desk, who readily packed a bag of supplies good for both rooms.
I’ve read from reviews that the hotel has recently gone through renovation and that the new beds were really comfortable with a fridge and microwave in the newly renovated rooms. Obviously, the rooms we were assigned weren’t the renovated ones, as the mattresses were too soft, and we wouldn’t get the fridge had we not requested for it. I can’t understand why if the hotel was less than half full, that they wouldn’t assign us rooms that were newly renovated, so as to impress your guests with a good night stay?
The hotel has an in-house restaurant Farina. Food, décor and price were good, but service was definitely not up to standard. One of my friends ordered Caesar salad and asked for it to be served in 2 smaller plates for sharing with her husband. However, when the waitress came with the salad, she served them to the wrong couple, who thought that the salad came with the entrée and ate it by mistake. The waitress didn’t get a replacement salad for my friend who made the order, nor did she take the salad off the bill for the mistake.
The second mess-up came with my steak. I asked for rare but it came too well-done, so I called for it to be re-cooked. I waited for more than half an hour before my entrée showed up again, when all but one of my friends had finished their meal. That poor fellow’s steak had never arrived until then. Also, when I made the order, I asked for all vegetables instead of potatoes on the side, but when they came with my re-prepared order, they just provided me the regular potatoes and veggies on the side. And since after such a long wait, the restaurant was close to closing, I and my poor friend had to rush through our entrée. Naturally, we would expect an apology and a discount off our bill as a courtesy gesture, but we didn’t get anything, not even after our asking.
The second day of our stay, we tried out the swimming pool, the hot tub and the sauna. The area was clean, despite the fact that one of its changing rooms was under renovation and both male and female guests have to access the pool area via the same change room, and share the same sauna room.
On the final day of our stay, when we checked out, we were surprised that we were charged for the microwave and the fridge, despite the fact that the guy who checked us in agreed that he’ll waive those charges. It wasn’t until after much argument and my insistence to speak with the manager that the girl who checked us out finally agreed to remove those charges. Then when we thought we were done with the check-out procedures and we provided the girl with our aeroplan numbers to make sure we get credited for our stay in both rooms, the girl seemed confused and asked if we were checking out of both rooms. I thought that was more than obvious when we returned 4 room keys and we have always had both rooms booked under the same reservation. Thank goodness that we took the time to check out the aeroplan bonus. Otherwise, I don’t know what would happen if they assumed that we hadn’t checked out of the second room. Scary!!
Ask specifically for the newly renovated rooms.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.