The location is probably one of the best qualities of the hotel. I took a little weekend getaway to visit some friends and meet up with them downtown...location is perfect. Being in the hotel business myself, I did notice a few things.
Upon arriving, there was nowhere to park; apparently there was a wedding going on. I parked in the neighboring church parking lot. Upon entering the lobby, it was very clean and the staff members passing by were very friendly.
Checkin was decently efficient. I arrived around 8:30 pm or so. When I asked the clerk if it was alright if I parked in the church parking lot his response was that I was probably going to get towed. He didn't really give me a solution to my problem until I came out and asked what I should do to avoid getting towed. He thought a moment then surprisingly, offered valet parking...weird it took so long, but alright. I wasn't given any information as to where the bar or restaurants were, didn't know if they were still serving food, and had to ask how to get to my room. To be honest, I kind of left the desk a little confused. The condescending attitude didn't make me feel anymore welcome than the serious lack of information...
The room was great. Very historic but well maintained. I liked the bottles of wine for purchase in the room...it was a nice touch. Matresses were horrible, and dated...but it's an old hotel...The room was spotless, and that is something that I look for. It had a pretty neat alarm clock that I could plug my iPhone into...one of the highlights of my room as I forgot my charger!
When we went into the bar for some drinks, it wasn't very busy. We sat there for a good 15 minutes before we were even acknowledged by either of the two bartenders. We had to get their attention and ask if we could order food. They were pleasant once you started talking to them, just not very customer-oriented from the beginning, and definitely not overly friendly. I got the vibe that we were on their time. After waiting so long to get served and then to put an order in (the bar still not very busy), we told him we would just have someone bring it to the room instead. The room service girl was very pleasant and friendly.
We got a steak from the pub and some appetizers, it was okay. Not bad for "bar food." We did not eat in the restaurant but I can only hope the service was better in there.
All in all, this place has to work on their training of their staff. This is a must in any type of hospitality business. The front desk staff should at least have a script for dummies to read off of to ensure that guests checking in know the things available in the hotel, especially if someone has never stayed there before. The bartenders need to work on their bar awareness. No one should have to wait two minutes, much less 15 minutes to even get a simple hello or acknowledgement.
Would I return? Yes. I would return simply for the location and the fact that it did seem pretty quiet. Not a lot of noise in the room, and again, the location is key. I would definitely just use it as a hotel though, and dine elsewhere.
I like to see hotels operate with success, especially one as historic as The Landmark. It was evident that there were no managers around on a Saturday night ensuring that things were going smooth, and that was odd. Good managers and hoteliers are usually seen roaming about. I highly suggest management waking up and teaching the staff some hospitality. It's on you to make your staff better...training is seriously needed.