While the hotel is beautiful and the staff is extremely friendly, there were unfortunately some major problems that could not be overlooked (although it should be noted: the hotel manager did her best to address our problems and offer us discounts, so we definitely give credit for that).
Our biggest problems were the dirty sheets upon checking in, and the generally neglectful staff. Our room wasn't ready when we arrived about an hour after check-in time, and we could see from the outdoor lounge that our room (402) was being cleaned in a hurry by housekeeping staff (room is slightly visible from the end of the lounge). The valet inexplicably couldn't take our car when arriving, because there were no luggage carts (I'm not sure why this prevented him from taking our keys and parking our car?). So my wife stood in the parking lot waiting, while I stood in the lobby waiting... In their defense, they offered complimentary drinks to compensate for the inconvenience, but then promptly neglect to serve us the drinks! I had to remind the staff later about the drinks, which they did eventually bring us.
It was only around 3am that we noticed the sheets hadn't been changed from the previous guests (we hadn't noticed earlier, due to a busy day and general exhaustion, and the fact that we EXPECT clean sheets when checking into a hotel!!). We happened to wake up at that time, and noticed a faint sweat smell. Further examination showed sand or crumbs on the sheets. We knew this couldn't have been us, because the dirt was also in areas of the sheets that we hadn't disturbed (there was more bed surface-area than we needed, since we were traveling with two small kids, and we didn't sleep on the entire 2 beds). We informed the staff the next day, and in the afternoon we were told that the sheets had been changed... They were NOT. We then asked again that they be changed, and they FINALLY were changed. Neglectful!
It's beyond me how a 4 star hotel can overlook something so basic as changing bedsheets when new guests are checking in. It's also beyond me how they could not address this issue when we notified them, on our 2nd day. As I said: Neglectful. The valet neglects to serve us when we first arrive; the housekeeping staff neglects to change our sheets when checking in, the staff neglects to change the sheets when informed of the problem, the staff neglects to serve us our free drinks after offering them to us, as well as other neglectful (but more minor) problems which I won't go into here.
The only saving grace was that the hotel was really nice, the staff extremely friendly, and the manager did make an effort to make it up to us. But it doesn't change the fact that we slept on bedsheets used by the previous guests. We ended up checking out early because of this experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Yikes and ouch both apply to this review, it was a tough one to read. I am so sorry this was your experience but thank you for your honesty and candor in describing your room and stay. It sounds like we really missed the mark in just about every aspect of your stay and have a lot of work to do. As a result of your comments, we have implemented some new processes and procedures to ensure a situation like this does not repeat. I hope we have the opportunity to have you back and change your mind about all you encountered – we really want you to like us! Please contact me anytime at firstname.lastname@example.org so we can review.
Thank you so much and I look forward to hearing from you.
All my best,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.