We stayed here this past Saturday night....were in town for the Madonna concert which was within walking distance to the hotel. Told the front desk clerk I was doing a review on Tripadvisor and asked for a complimentary upgrade....said none were available. The window in our room (#215) looked DIRECTLY onto another roof....horrendous view! Booked the "romance package" which included a King room, a bottle of wine and breakfast for 2. Price was $187 including tax. Parking was an additional $16 in their lot but we parked on the street (free meter parking on the weekends). When we checked in, we did not receive our wine. A few hours after checking in, I realized they did not give us the wine so I called to the front desk and requested it....never arrived....we waited close to an hour. When we left for the evening, we stopped by the front desk, asked for directions to the arena and inquired about the wine. We were told by the front desk clerk that she "forgot" about the wine because the front desk area became "hectic" and she had to ask the manager for the key for the wine location. Asked us if she could send the wine up to the room. We responded "No, we are leaving at this point but will stop back when we return to the hotel". When we returned after the concert, there was a a note IN our room along with a bottle of wine and champagne and a note from a manager (i think) apologizing for not sending the wine to the room when requested. Here is the problem.....we placed the DO NOT DISTURB notice on our door and they still came into our room while we were gone! UNEXCUSABLE!!! We SPECIFICALLY stated we would stop by the front desk when we returned to the hotel and they did not honor that request!!!! So in short....we did not receive the wine at check in, did not receive the wine when we called to the front desk, told them we would stop by the front desk when we returned, and finally, placed the do not disturb on the door and NONE of those were honored!!!! Hotel has a bar which has a liquor license until 2:00 or 2:30 a.m. but was closed when we arrived back to the hotel at 1:00 a.m.....wanted a nightcap (one of the reasons we booked this hotel) but was unable to have one there. Had the breakfast in the morning....fantastic!!!! Highly recommend. The hotel room was small/average size, clean, had a small bathroom with a vanity inside of the bathroom only. Have stayed at many hotels (as my profile indicates) and this one is average at best for location, price and customer service.
Ask for a room without a view of a roof and be sure if you book a package, you receive all items at...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 20, 2012
I am sorry about the experience you encountered with our desk team member and that she forgot to have your wine delivered at the time you had asked. I can assure you this is not the norm for our staff for we strive to educate our desk team on how we value your business.
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When she realized her mistake she tried to compensate by giving you more than the package included but obviously she should have waited for your return. Believe me when I tell you she felt bad about the whole situation for I was working that evening. Our sincere aplogizes!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.