I stayed here in July for a quick overnight trip. When I arrived I made arrangements to take the airport shuttle back to the airport the following morning. When I showed up at the time I'd reserved, one of their sales staff was scrambling to get a tour group on the shuttle. She completely ignored me and when I told her I had a reservation on the shuttle for that time, she told the shuttle driver, "Do not let her on. The tour group is very important and has priority. Period." I was stunned at her attitude and her blatant hostility and disregard for me as a guest. The front desk clerk that was on shift when I checked in the day before was coming on shift and walked by while all this was transpiring. He went inside and while I was trying to get the sales woman's attention to find out what I was supposed to do. He came back out and asked if everything was sorted out and when I told him it was not, he went to speak with her. As a Starwood Preferred Guest Gold Member, I was appalled at my treatment (no employee should ever imply ANY guest is not important - they all are.) The gentleman returned and told me I could take a later shuttle, but I explained that I had to be on this shuttle in order to make my flight. At this point he said, "Stay here, I'll be right back; I'll go get my car and take you myself." I insisted that this wasn't necessary, that the sales woman should be the one resolving her overbooking issue, not him. He repeatedly told me that he didn't mind and that I was just as important as the tour group and wouldn't take no for an answer. In all of the brouhaha I completely failed to get the young man's name but I did want to offer him kudos for going above and beyond in helping me with the problem and sent a letter to management when I returned home, so hopefully they acknowledged his exceptional service. I did tell him that a conversation with management about the sales woman was probably in order and he assured me he was going to speak to them when he returned.
As far as hotels go, it was fine. All of the public spaces were clean and well maintained. While my room was extremely small, it served its purpose as a comfortable place to sleep. All of the amenities I've come to expect from Starwood properties were present and the staff, with the exception of the woman from their sales office, were friendly and helpful.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback. We were sorry to hear your stay was less than stellar and apologize for your experience. That is not the service that we strive to provide to our guests as you stated every guest is important no matter who they are. We are truly happy that it took just one employee to turn your stay around with us. We appreciate all the feedback that you provided to us it is a great training tool for our staff both at the front desk as well as management. We hope that you are able to come and stay with us again so that we are able to show you the true customer service that we give to our guests. Again thank you for your review and feedback without it we can't make our hotel better. We hope to see you again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.