First, if you are a person with special needs (ie wheel chair accessibility, traveling with kids) you really need to be upfront and ensure that the person booking your trip gets you the things you need. Apparently the front desk is completely unaware of which rooms have which accommodations, after requesting a wheel chair accessible room upon booking we arrived to find the room we had was absolutely not accessible for a wheel chair bound person. The chair would not even come close to fitting through the bathroom doors, it took the front desk 6 hours to find a room that would work for us and they had to rely on the knowledge of their house keeping staff to locate an appropriate room.
If you are traveling with small children, call before you arrive to get a high chair in your room, took over a day to have one provided to us even though we were assured they would have it available for us right away. We actually needed two (we have twins) but after waiting for so long to get one we just gave up on requesting the second.
We were not told about the renovations of the main pool. The only outdoor eating area is right above all the construction work so going there to eat is horrible if you plan on trying to converse with people. In addition, the food at the outdoor place is grossly overpriced for what you get. The quality is not as good as it is advertised to be.
The attached restaurant, Shula's, has extremely overpriced wine!! $18 / GLASS for a Cabernet you can buy a bottle of in the store for $11.00. I could not believe this and refused to buy anything further from their restaurants. There was, however, and WONDERFUL restaurant a few blocks away called Lola's.. highly recommend this place.
The second room we were put into was actually quite nice completely tiled floor in the main area (beautiful tile) and carpeted bedrooms. The bathrooms were all updated and were wonderful. The first room we were in was very outdated. Stained carpets, not coffee maker (asked for one several times but was never brought up), mis matched dishes in the cupboards, broken chair at the table, TV stand was broken and actually tripped over the corner a few times.
The only other thing that seemed frustrating to me is that a lot of the staff spoke little English. When requesting bell hop service to move rooms the person kept shaking their head like they understood what we said (to move from 1603 to room 819) and took all of our stuff downstairs to where they load/unload cars. We also had issues conversing with the room service folks and housekeeping.
Be very specific about what you need in the room and call ahead before checking in to ensure it is a...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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It is our sole mission to provide each and every one of our guests with a wonderful memorable experience while treating them with respect and value. Our sincere apologies for not meeting this goal during your recent stay even though we tried to do everything in our power to make your stay your best hotel experience to date.
All Alexander hotel suites are wheelchair accessible, however none of them can be considered handicap. Based on 2010 ADA Standards Condo/Hotels such as the Alexander do not fall under the hotelier’s umbrella since all of the building’s units are individually owned, therefore not required to follows the stated standards. We don’t have handicap suites however in your case we tried to see if we can find a unit with a bathroom door wide enough to allow a wheelchair to pass. Since all of our apartments are designed differently and we do not keep track on that feature we only tried to go out of our way to help you and find you a suite that will accommodate your needs. You checked in at 9am without any additional charge and since only one suite in our building matched this description we had to wait for it to be cleaned. You moved at 3pm which is still before our usual check in time at 4pm.
I am sorry to hear it took so long for the high chair to be delivered and that you found the condition of the first suite you were given not up to our usual standards. This will be immediately addressed.
Thank you for taking the time to share your feedback with us and we hope to have a future opportunity to change your impression.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.