First, check in for me was a bit of a rough road given the curt tone of the lady behind the front desk. Being a Starwood Gold member, I expected better service. And in fact, my friend who checked in at the same time (also a Gold member) with another member of the front desk staff had a much different experience - the lady checking him in was polite, smiled, offered his welcome amenities and even checked for upgrades without a huff. The lady checking me in was short and acted as though I was bothering her by asking questions trying to get the same level of service from her. Clearly, not all hotel staff value preferred/frequent guests.
Further,I was unaware of the level of noise I would encounter by requesting a canal view room. After the first sleepless night, I went to the front desk to see what other options were available. I was told I could switch to another room, but would have to move again the following night given room availability. As an alternative, I could upgrade to an executive room and pay an additional $20 (euro) per night. Or lastly, just stay where I was and continue to endure the noise without offering anything for the inconvenience. Apparently, paying an extra $50 (euro) per night for the noise that comes with the canal view is perfectly acceptable to them. Quite frankly, none of these options seemed like a customer service friendly gesture one would expect at a luxury hotel, and no effort was made to acknowledge the inconvenience.
Also, don't dismiss any other comments about the hotel being tricky to get around. My room on the 4th floor required a walk up a narrow, winding, steep staircase. They don't tell you this when you check in or when they offer to take your bags up to your room. Surprise...
On the plus side, the hotel was clean and conveniently located and the concierge staff was most helpful. But that was a small consolation compared to the poor service at check-in and following notification of my incovenience. A bad experience in the beginning can really sour the rest of your stay.
I would only recommend this hotel to people if you don't expect to get the quality of service one would expect from a luxury hotel.
Don't upgrade to canal view or executive rooms - it is clearly not worth the extra cost.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for you recent stay at Hotel Pulitzer and for sharing your experience with us. Your detailed comments are truly helpful in understanding how you felt about your experience with us and are highly appreciated. Please allow me to offer you our sincere apologies for any inconvenience caused during your stay, as it was never our intention to give you a dissatisfied feeling.
Your comments have been shared with our Front Office Manager and his team in order to improve our level of service in the future.
I truly hope that we may get the chance of welcoming you back to Hotel Pulitzer in the future.
With warm regards,
Alex van Gastel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.