Let me start off by saying, I used to work at the Four Seasons, so I have personal experience working in the hospitality industry.
The front desk staff was kinda all over the place. There was no uniform/dress code policy or nametags worn by anyone I encountered at the front desk. Seems not to the standard of a "4 star property"...
I had 2 issues while here...First, I purchased a ticket for an open-top bus sightseeing tour. The front desk agent told me that the last bus was @ 6pm. Something told me to check the schedule myself online, but I went to enjoy the beach for a couple hours and then went to wait for the bus @ 6. When the bus came by, it was empty and they told me the tours were done for the day. When I went back to the front desk to ask about a refund, a different agent told me it wasn't hotel policy to sell 3rd party vendors' tickets. Which seemed odd because when I bought the ticket earlier that day, the agent pulled out a binder filled with tickets, so they had to have sold them at some point, or else why would they have so many? This agent told me to hang on to my ticket and that they would look into a refund for me.
2nd issue, Sometime during my 2nd day there the room's smoke detector battery started beeping, this usually happens when the battery needs to be replaced. I informed the front desk on my way out around 7:30 pm. When I returned around 11:30 pm, the smoke detector was still beeping. I also saw a small bug on the wall behind the bed when I returned to the room this time. (I should have taken a picture to prove this because I didn't report it) but I was on my way out. Plus I figured I would be moving rooms anyway because the smoke detector was still beeping. Around midnight, on my way out, I stopped again to tell the front desk the issue hadn't been corrected. I was then told engineering had gone for the day so no one was there who could fix it. Why didn't anyone tell me this when I initially reported it? The front desk agent on duty at this time offered a room change, but I was on my way out and definitely wouldn't feel like moving bags when I came back in the early morning hours. He said "Hopefully the beeping will stop on its own" or that he would offer some form of compensation for the inconvenience.
When I returned around 3 am, of course, it was still beeping. The front desk agent sent someone up with keys to a nearby room for me to sleep for the night. Okay in the end, but overall could have been handled better.
At checkout, I asked about the refund for the tour ticket, as instructed, and again another front desk agent seemed clueless. She asked me to wait for the manager who was in a meeting. When the manager was done with the meeting, she never addressed me to apologize for the issues with my stay, and just sent word back via the agent that I couldn't get a refund for the tour ticket. Needless to say, I will not be staying here again. Luckily, I booked this room at a 48% discount on its full priced rate, but even with a steep discount I would recommend trying another hotel along this strip of Collins Avenue. It just isn't worth it at full price when there are other newer hotels within the same price range nearby. Hope this helps...
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