In an effort to remain objective I will give the pros first. The hotel has a lot going for it, as I have seen it and stayed there on several occasions before the renovations.
Pros: Hotel is very swank and sexy. I was a bit nervous about the eclectic choices for decor before arriving, but they pull it off well. Really well in fact. Even the pool in the evening is sexy and has attractive lighting arrangements. The room was immaculate pictures do not do it justice. The cocktail hour in the lobby was very welcoming and inviting and the sangria was great. The adjacent restaurant Jackson 20 is adequate and provided a pretty decent breakfast. And the location is great, on Saturday we walked right from the restaurant to a wonderful farmers market.
Now the bad: Front desk staff is horrible. Probably the worst I've ever experienced at any hotel at any price level, and I travel alot. It was not so much as they are rude, but more like indifferent. Most staffing problems could be isolated to one or two individuals but the whole staff was guilty. Again they were not rude, just not friendly nor hospitable. Certainly not to the level you would expect in a boutique hotel, its like they try to get customers out of their face as quickly as possible. I set my expectations pretty low because I can understand that people have bad days, but everyone?
I try to not be "that" customer because I was on vacation and didn't want to be too demanding, but I only had very simple requests. And the staff was incompetent on a level I hadn't experienced before. The first incident was that my rewards were not added to the reservation, even though I called on 3 occasions at various intervals to make sure it was taken care of beforehand as I don't like to hassle after arrival. Not only was it not added, but it was actually disputed at check in. Kimpton Intouch rewards provides newspaper service, mini bar privileges and points accrual. No biggie I thought, just get it right. The thing I'm most upset about is that THEY DOUBLE CHARGE YOUR CREDIT CARD AND ADD EXTRA CHARGES AFTER YOUR STAY. I should have took heed of prior reviews but figured the past reviewer's situation was a fluke. It wasn't, as the front desk staff is incompetent. Despite me calling weeks ahead and prepaying the room and explaining this and getting assurance from Deidre and Elisabeth at check in, it still happened. But the cherry on top of my aggravation was the fact that the hotel added extra charges after check in. I called the hotel and spoke to the Manager on duty who assured me this would be resolved, but the bigger question is why it happened. I also found it odd that they do not furnish printed folios which I questioned because I have never seen that at any other hotel. I was assured this was because it was "prepaid" and had a zero balance. Anywho, Buyer Beware it was not just me that had an experience like these. And on that note I could not personally recommend this hotel until I get a resolution to the said problems.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your feedback and our apologies once again for the issue. Our team has informed me that the authorization on the card has been released. I hope it wasn't too impactful to you. We're discussing the issue as a team to find out where we had the challenge. I assure you it will be addressed as a learning moment, but apologize once again that it came too late to assist you.
Regarding the lack of printed folios, as we recently became a Green Seal (Silver) rated property, it's a practice to no longer automatically print receipts unless specifically requested. All Kimpton Hotels are currently undergoing Green Seal certification and will adopt the practice of not automatically printing invoices.
I hope the challenges you had during your stay keep you from joining us again in the future. I would sincerely enjoy the chance to speak with you directly, to both apologize again as well as continue to work to win your trust back in our hotel. Feel free in calling the hotel directly and asking for me.
Hotel Monaco Alexandria - a Kimpton Hotel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.