my father and i made reservations at this hotel for 2 nights about two and half months before our expected arrival date. we were heading to the hotel as guests at a wedding and there were several rooms occupied by wedding guests this particular weekend. the wedding reception was being held in their ballroom.
we arrived a bit early on friday (check in is 3pm, we arrived 230pm) and they stated that our rooms were available. as i began to sign our slip, i noticed that our rate for 2 nights was considerably low and therefore double checked with the staff. thank goodness i did that. it turns out they had forgotten our second night reservation (which was actually the night of the wedding) and only had us booked in for the friday night. the front desk staff was obviously disappointed with this situation, however, some how seemed very annoyed as well. i would be too if staff screwed something up that you now need to fix. as she tried to find us another room for the two nights, i could hear her say that there were no rooms and that they were already over booked. huh, overbooked eh?
our original reservation was from friday to sunday, one room, two beds, smoking room. this is what they came up with due to their overbooking...
first they told us that there were no other rooms available and that we would have to switch rooms saturday afternoon. inconvenient, but hey, stuff happens, so be it! then she began to tell me that the room was non smoking with only a king size bed. uh, not gonna happen. sorry, i am in my mid 20's here with my father...i love him but i don't want to share a bed with him. and besides, i made a reservation. she then offered to put us up in the king bed room and bring up a cot. i replied with " i am not paying $150/night to sleep on a cot." yeah, seems a bit rude, but we all must remember folks, that at this point, we still have not received any bit of remorse from customer service. no "im sorry for the inconvenience," just rolling of the eyes. and the manager was there. and when the staff asked him for help, he gave her crap for asking him while he was doing something else.
so fine, we switch rooms with someone else for the 2nd night and request that the check out and new check in on the 2nd day be early, as we have to get the bride ready for the wedding as well as ourselves. their response "we will try."
so we go to our room, which was a smoking room, no ashtrays. huh? this is all a shame b/c the rooms are actually nice. nice bedding, comfy too, nice clean bathrooms, fridge. our first room even had a microwave. but the horrible customer service just ruined it for us!
so the day goes on and our ashtrays which we to arrive, haven't. then i realize, oh wow, the toilet doesn't flush and is constantly running. so off to the front desk i go again. they will have maintenance come and look. he came once and left, leaving the door wide open. luckily friends stopped by and closed it. came back again and left stating he needed a part and would return shortly (about 5pm). my father returns to the room after dinner and i had headed to the bride's room for time with the girls. my father calls me to state that the toilet had been torn apart to be fixed and not put back together. he states that he called the front desk and they have no intentions on fixing it this evening. he complained and got angry and we were being moved. so i have to leave the girls and go move all of our stuff from one side of the hotel to the next. so we have this room for 2 nights and will not have to move again. so tell me this, where was this room 5 hours ago when we arrived and you said there was nothing????
so anyway, we are finally setlled in, all is well.
breakfast at the restaurant the next morning, horrible. took about half an hour to get coffee and order breakfast. 20 minutes for someone to notice we had sat down. our friends were there before us and we left as they were still waiting for their bill. we were charged for things we ordered didn't get.
the office bar was great. michelle was fantastic.
maid service was not top notch. she did not empty full garbages and did not restoke cups. did not make bed in bride and grooms room the day of the wedding!!!
so when i complained to the front desk and asked for compensation, they did reduce our rate. i must say, as the day went on, i think they realized their error in how they handled the entire wedding party (others had problems also) and tried to make things right by being very nice.
this may seem petty as you read my ridiculously long review, but we were so upset and annoyed and the bad customer service just ruined the weekend. it was just problem after problem after problem. and like i said, it sucked b/c the hotel was really nice and had great potential. the suites were nice with jacuzzi tub. so if you are looking for just a nice quiet hotel, then this is nice. just beware of customer service and don't go when it's busy, as they get flustered easily. just double check your reservations before you arrive or else you might end up at the comfort inn across the street...we almost did!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.