I came here for a week with my girlfriend after a very cold, snowy 2014 winter looking for some warmth and rejuvenation. I left with a headache, a bad taste in my mouth, and my two best suits missing their matching pants!
First, let me say that the spa portion of the hotel was wonderful. It was great to be able to access the steam bath, sauna, and all the amenities in the spa. The spa staff were all very kind.
Unfortunately, the hotel and its staff are a completely different story. We stayed for 1 week, and over course of the week the negative aspects, (mostly centering around service and staff) became very clear. What we encountered wasn't just poor service, but EXTREME rudeness, attitude, and slowness with respect to the customers needs.
Hotel Lobby - We checked in on time, but were told that our room was not ready. The desk clerk, dressed in a Nurse Ratchett outfit, did not smile or apologize at all.
Rooms - Cheaply furnished. Extremely small. Bright and beachy. No dresser or nightstands. Small shelves/ledges attached to walls. No counter in bathroom, just a small ledge. It looks like they bought everything from IKEA. Mattress comfortable. No room to put anything. No coffee maker. Must buy coffee pot for $7 per day.
Pool service - Every day at the pool it would take at least 15 min to be approached for service after sitting down. And this is not a large, packed pool. Then another 15 minutes to receive drinks. Overall 30 minutes after sitting in the hot sun with no water or beverages. For $15+ drinks, the service must be prompt, and the drinks excellent. They were not. The beer was warm, almost hot every time. I told the bartender about the issue with warm beer and suggested maybe an ice bucket or cooler somewhere to do the trick. My suggestion was shrugged off. Apparently they have a small refrigerator/cooler that gets opened and shut constantly all day. I chalk this up to poor management really. You cannot, under any circumstances, serve warm beer at a pool!!!!!!!
Bar/Restaurant - Food was great, interesting healthy meals and choices. We went down to the dining deck on our last night just to sit by the water and have a drink. As we approached, we were greeted by someone, I don't know what position or name. They asked us what they could do for us and we told them we were looking for a place to sit. He asked us if we were getting food or drinks. We said drinks, and he pointed to the bar area, that they were trying to close down the dining table area (which was near the water). Only many tables were just getting food. This pompous employee was denying us a table because we weren't getting a full meal. He realized he screwed up when he found out we were week long hotel guests. I moved us to a table by the water, and he comped a round of drinks. Too late idiot. You blew it.
Maid service - Noticed they came late regularly. But it's a spa, right, even the workers can be super relaxed right? I came back to my room from the pool at 3pm to find our door wide open, the maid in the bathroom (which is at the back of the room). 2 out of 6 days they did not clean our room, and twice they did not complete it until 3pm. When we inquired about the missed days, we were told that we had the do not disturb sign on the door.
Stolen Property - I had two pairs of dress pants stolen from the room with a total replacement value around $1000. The hotel assured me that they would do whatever it took to make me happy and that the Guest Services Manager would be in touch with me. After the first two conversations with Charlie, he stopped returning my calls. He did tell me that there were no security cameras in the hallway to my room. (SERIOUSLY!!!!) The insurance company never called me to follow up. Honestly, if I didn't call the insurance company every other day I never would have received any claim. My guess is that he was hoping, much like the other staff, that all the guests would just go away so they could enjoy the beautiful property to themselves. In the end I settled with the insurance company for $500, which is the maximum allowed by FL statute. It went from "We'll do whatever it takes to accommodate you, to let's just pay the maximum allowable by law, only if he calls constantly and eventually threatens legal action." Really sad.
Based on the current level of service you are offering, you should just cut the staff expense, cut your rates and become a truly cool, beach-y resort and stop pretending to be a full-service resort and spa charging 4 and 5 star prices. Or fix your management and actually get them to train their staff properly and manage for performance.
Very sad, Standard. You have a great location and a coole historic building but a complete lack of hospitality and understanding of what makes a successful hotel. GUEST SERVICE and HAPPINESS