First, we coordinated a group reservation approx 5 months in advance. We were told we'd receive a monthly status email advising of numbers of rooms taken but received only one. Second, for multiple calls made to resolve routine questions and issues that normally arise during the lead-up to the reservation, we were almost always told that the person who handled that wasn't there and would take a message. More often than not, I wasn't called back. Third, during their stay, I'm aware of at least two guests requesting refrigerators, but were told one couldn't be delivered until the next day. These are guests with baby formulas and food that spoil. I see no good reason for this delay, and as an event host this was embarrassing. Fourth, and perhaps most telling and irritating, was that while seeking an explanation for apparent early charges, a desk employee had significant difficulty accessing pertinent information on the computer and at least three times had to consult with an apparent manager who was seated just 15 feet away. Management: if your employee is having such difficulty--within your view-- have the concern for your guests to get up out of your chair, walk ten steps to the customer and employee, and help them. It shows you care about your guests, and your employee. The employees and representatives I dealt with were friendly, and guests reported that the rooms were fine, but the management itself seemed indifferent and unconcerned based upon my personal experience as well as those reported to me by our guests. I'd call this location average if it weren't for the sub-par customer service experience and the dated appearance, however with both needing improvement, I'd rate this location below average and certainly not worth the $100+ per night rates. Next time we will lodge elsewhere because of these easily-preventable experiences. Once updated, maybe we'll try again.
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