We booked two concierge level rooms here for Valentine's weekend. The stay was a bit frustrating overall. The property itself is well-appointed and the rooms are beautifully decorated, but that's where the pro's end. Upon check-in an employee asked us if we'd like water while we waited in line. We said yes, but she never brought it. When it was our turn we walked up to the next available person. As soon as we approached him he began helping the guest next to us, who was already being helped by someone else. Now this guest had two people helping him. That wouldn't have been so bad if he would have acknowledged us or said he would be right with us. But he completely ignored us. We waited patiently, and now the people behind us were being helped by the next agent. Still not one word. Finally my husband said, "Well it's obvious you don't want to help us, we'll move over." We stepped over to the next line and he still said nothing! Not a great first impression of the hotel.
The next day we went to lunch at the cafe in the hotel. It was 12:20 pm which I would consider a normal time to eat. Someone told us to sit where we wanted, then someone else who looked like a manager brought us menus. We then sat there for 10 minutes and not one person came over to help us. Finally my husband called to the manager, "Does anyone work here?" He said of course he would send someone. When the waiter finally came, we mentioned that the service was a bit slow here and he mumbled something about having to go get food. The strange thing was that someone dressed like a waiter was standing next to the bar the whole time looking down reading something. Not sure what his role was.
The icing on the cake was getting our car to leave after checkout. We called from the room to have the car brought up. We then called for the bellman. It was probably 15 minutes by the time we made it to the lobby to get the car. We stood there another 10 or 15 minutes and finally my husband went to the valet stand to check what the hold up was. The car key was still there, they had never given it to anyone to pick up the car. We waited another 10 minutes and my husband checked again. This time they asked him who he gave his valet ticket to. He said the bellman. Then the valet person actually went inside the hotel to find the bellman. After another 5 or 10 minutes the car came up. By this time my husband was livid, and we left in a huff with a very bad taste in our mouth from this hotel. To be this disorganized, and to not care at all, will ensure I will not return to this hotel. There are several others in the area with equally nice furnishings, and I'm hoping superior service.