I just checked out and am shaking my head. The hotel is a paradox, doing somethings very well and others just poor to average. My family and I stayed for 1 night using a reward certificate. At check in, I asked how much an upgrade was and it was a very reasonable fee, so I took the upgrade to a very nice suite.The front desk clerk also told me that because I was an elite member, the internet in my room would be free. He told me to just accept the $12.95 per day charge and it would be adjusted off. Good communication and customer service skills.
When we went up to the room, we were impressed. It had a large bedroom with 2 double beds and a wrap around patio, along with a separate living area with a sleeper sofa. The bathroom was very large. The room had 2 TV's, a microwave, refrigerator, and a bar with a sink. The room was in excellent condition and was cold when we came in, so that's something the property did well. I like clean and safe.
When we went to dinner that evening at 5:30 pm, I asked the front desk clerk to have housekeeping come up to the room and make up the sleeper sofa because I knew we'd be back late and my kids would be tired. When we came back at 10:30 pm, the kids are staggering into the room after falling asleep and the coffee table has sheets and a blanket. The bed wasn't made up and there weren't any pillows for the sleeper. My wife was livid. If we stayed at a lesser brand, I would have expected it, but this is a Renaissance and a 4 star rated property at that. I called the front desk and Gage apologized and offered to send someone up to make the bed, but we did it ourselves because the kids were so tired, but I let him know this was not the expectation I have from this brand. Again he apologized. About 5 minutes later, the night manager calls to apologize and offers me breakfast the next day at their restaurant. I told her that it wasn't necessary, but I appreciated the offer and thanked her, telling her we would probably take her up on the offer. So this is an area where they dropped the ball and made up for it.
As my wife was getting into bed, she noticed movement on the wall in the bedroom. Ants. About 50 of them. She killed them all and wiped them up, since it was 11 pm and we didn't want to change rooms or have someone come up ans spray bug spray, leaving us to smell the fumes all night. It's Florida and it happens not a big deal.
The next morning we're going to breakfast and I go to the front desk and speak to a desk agent, letting her know about the ants and asking her if there's anything I need to tell the waitress at the restaurant about our comped breakfast. She apologized for the ants and told me to just have the meal charged to my room, noting they would adjust it off when I checked out. We were good with that and went off to breakfast.
The breakfast buffet was expansive, but average. The kids didn't like the eggs. The biscuits and gravy weren't worth the calories, The pastries were on the stale side. Lots of fresh fruit and European style cold cuts. The family enjoyed the omelette station. Service was excellent, however. Breakfast, including tip was just at $80 and i was off to the front desk. At the front desk, I presented my receipt to the front desk I agent I spoke to earlier and she says, hang on, the restaurant manager is in the manager's office talking about this and then she joins them. A couple of minutes later, the manager on duty comes out and tells me they're only giving me a $25 credit for the meal because that's what the night manager promised me AND i should have come to the front desk for a voucher. I told her I came to the front desk and told her what transpired and she rolled her eyes and said the note from the night manager only offered $25. She then took $25 off of my room bill and informed me that I would be charged for the rest of breakfast. I just stood there stunned, turned and went back to my room to get my things.
On my way out, I had words with the manager on duty again. I told her I don't like being called a liar. Her night manager offered something and she should stand by it. I wasn't looking for anything free or remuneration and i would not dispute my bill, ,but she could have handled the situation much better. Very disappointed in customer service received by management and front desk staff.
This is a property with nice rooms, but everything else is average or below. I would not consider it up to the level of excellence associated with a Renaissance and I will not be back.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.