In August 2011 I wrote that this hotel had been in a slow decline. We have just returned after a year and found several improvements. The lobby has been completly re-done. The tacky sofa area with the TV constantly and loudly on has been replace with a larger area of chairs, workstations and a gas fire. Big improvement! The front desk staff have also had a makeover, or a class, as they are now constantly cheerful and friendly.
Our room, on the other hand, still needs work. All the appliances had been replaced and I was happy to see the old fridge gone. I used to have to unplug it at night as it was so loud. The furniture, particularly the chairs and sofabed, were unchanged and really showing their age. Little things are still an issue like the tap in the bathroom that was fully plumbed in, but slightly higher than the counter so it moved back and forth.
Breakfast is unchanged and again little things are annoying. Most of the five days I was there the coffe cup lids did not fit the bottoms. They never put the half-and-half out for the coffe although they give it to you if you ask. The orange juice dispenser was dispensing water until it was pointed out to them.
They still need more attention to detail. We asked at the front desk to have the sofa bed made up, but it wasn't, until we asked again the next day. We left late one day after the maids had been by and although we removed the "do not disturb" sign the room was not done.
Also the new fridge was not making ice because the water had never been connected to it. We asked to have it fixed, and it was, but the first batch of ice cubes in the bucket were brown and rusty. Fortunately we did not use them.
In conclusion, some improvements, but room for more. No doubt some will think I am picky (which I am), but hopefully Management will read this and make some changes for the betterment of all of us.
The final word of course is that the rooms are really huge by hotel standards (900 sq ft) and we are willing to put up with a few minor problems to have all that space.
High floors, corner rooms.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 4, 2013
Dear Valued Guest-
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Thank you for taking the time to provide us with such detailed feedback. Please accept our sincerest apologies for the inconveniences you experienced. We are continously striving to improve our guest experience here and the details are definitely the difference between good and great. We have been working dilligently to proactively take care of the details in an effort to persnalize the service in the hotel for each and every guest. We hope that you will return and give us another chance. Please don't hesitate to call me directly if you are returning to the area. I will personally ensure we meet and exceed your expectations. Thanks again for staying and providing us with such constrcutive feedback.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.