I checked into the hotel 11/17/2012 & wanted to valet my car. It was not initially clear how to valet, as there were no visible valet staff or a valet desk. I called a friend who had already check in, and she advised me to park in front of the restaurant & let the front desk staff know I wanted to valet my car, which is what I did. I laid my keys down on the counter, advised the front desk attendant, Devin, that I wanted to valet my car and check in. I filled out the required paperwork, including information for my vehicle, and he proceeded to check me in and provide me with my roomkey before turning to help the guest behind me. I absent-mindedly picked up my keys and put them in my purse, then proceeded to go to my room. It wasn't until the next morning upon check-out that I realized this, and discovered that my car had instead been towed. I was excessively frustrated as I travel for work and stay in hotels on a weekly basis and have never seen a valet desk set up internally at the front desk without an attendant in the driveway. Because this is unusual, I feel that it is very important that as a standard part of the check in process, the front desk representative should ENSURE that parking options are addressed. Although I made the mistake of picking up my keys off the counter, I do not feel that the representative fully served me, as he moved on to the next customer before completing the full process with me. Had he gone through the parking options as part of the process, I would have handed him my keys and willingly paid for the service.
What infuriated me more was the response I received from the hotel manager, Maria Loscano. She advised me to calm down and told me that it was my fault because I didn't have a valet ticket (which are distributed by the front desk staff and kept behind the counter) and she took absolutely NO responsiblity for the actions. I was forced to pay $245 to retrieve my car & another $20 for a cab to the towing yard. I mailed a letter to Jesse Abad at the corporate office on 11/28/12, asking for some kind of compensation, as I feel that there was a miss in their check in process and room for process improvement. Because I received absolutely no response from her, I have called and left a message for her with her assistant every day this week. I finally got to speak with her directly this morning, only because I was able to go through an automated phone system and the call wasn't pre-screened by her assistant, only to have her treat me very poorly. She refused to discuss the issue with me, saying she didn't have time to discuss it and had other higher priorities. I find it very sad that someone that is responsible for running a hotel whose business operates on the satisfaction of the guests does not have time to rectify a situation. After I pressed her to make time, she finally agreed to set up a phone call for this Friday, so I've yet to see the end results, but so far I have little faith, based upon the behavior of EVERY staff member that is a part of this hotel. Regardless of how this turns out and whether they make amends, I am still highly disappointed that I have had to fight to even discuss the scenario with the appropriate parties. I would not recommend staying at this hotel and don't intend to stay there again, based upon my recent experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.