We had the worst experience here. I booked a room with a fireplace for my birthday weekend. I called ahead to make sure we had a quiet room away from the street, based on other reviews I did not want a sleepless weekend. We arrived and the night receptionist said there must have been a mistake in my reservation booked through booking.com and that we had only booked the king room, not the rooms with fireplaces, even though I showed him our actual confirmation which stated we had reserved a room with a fireplace. Even though he apologized he still chose not to honor our reservation and give us a room with a fireplace. He said there was one available, but it would cost us $100 more per night. Since I did not want to ruin our weekend, we decided not to insist. He did say he would upgrade us to a deluxe king for no extra charge, but still did not give us the room we reserved with a fireplace. So instead of making a first time customer happy, and perhaps want to return, he chose to possibly have an empty room with a fireplace, and unhappy customers. Not only did he not give us the room we booked, but he then took me to a room along the busy street. I explained that when I called I specifically said I did not want a room facing the road, he apologized (for the 10th time). He told me he had never had any complaints, and then showed us to another room. Once we made it to our room without the fireplace, we realized that there was no way the room could be any smaller and still fit a king size bed in it! The rooms are tiny and you can hear everything through the walls. They have been remodeled, but lack the normal amenities you would expect (like a trashcan in the bedroom). The room had cheap blinds that were already broken, and did not in the least keep out the many outside lights which stay on all night. The wine in the rooms you may choose to drink (nowhere is there a price) does not make up for the poor customer service and thin walls. Oh and don't try to use the on demand movies because the service did not work the whole time we were there. The night receptionist was not the only employee who doesn't believe in customer service, as the morning receptionist couldn't even manage a good morning on both mornings we stayed. We visit this area many times per year, but I won't ever come back here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
4 weeks ago
I am sorry for the mistake. We corrected the literature on booking.com The front desk staff should have told you that there was a fire pit on premise. We corrected the issue with booking.com and will no longer have that problem. I will talk to my front desk about his absence from the lobby. Most of the time it could be because he is escorting guests to the room. I hope you enjoyed Carmel while you were here and I wish you would have enjoyed the King Deluxe that was upgraded at complimentary. The difference from a king standard and king deluxe is a big difference. Please understand room in Carmel are on the smaller side. Once you look at other properties in downtown you will realize how big of a room you actually stayed in for Carmel's standards.
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