My husband and I stayed for five days in April, 2008, for a reasonable rate but were quite disappointed with the terrible service and a rather aloof attitude on behalf of some of the staff.
As with some other reviewers, we missed the turn off to the hotel even with a GPS; although we could see the hotel high upon a hill we couldn't figure out how to get up that hill without some trying.
The hotel just completed a several million dollar renovation and the lobby was very clean and bright. Check-in was a breeze. One of the two elevators was out of service and the working one was rather slow. Surprising to us after such a costly renovation.
The room was clean and nicely appointed but the bed was one of the worst I've ever slept on. It was way too soft and the pillows lacked firmness. We liked the notion of the "pillow menu" but the neck pillow we requested for a stiff neck that had been bothering me was ridiculously soft and didn't help. The front desk had called after check-in to inquire if everything was satisfactory in the room and brought the pillow along with some drinking cups that had not been placed in the room. That was the end of any real degree of service by the staff at this hotel.
We left the room on the first day (Tuesday) to sightsee and explore Pittsburgh; we did not return to the room until close to 10 PM to discover that housekeeping never cleaned the room during our all day absence. Curiously, we passed two members of the housekeeping staff in the hall just three doors from our room as we were leaving that morning, too. That late at night we decided it wasn't worth the hassle to complain but we did mention it to the front desk manager on Wednesday morning before we left to do some more sightseeing. He apologized and said it would be taken care of.
On Thursday morning we readied and left the room around 10 AM for another day kicking around Pittsburgh and returned after 9 PM. Once again, housekeeping had not entered the room. We were down to one bath towel and were running out of toilet paper.
On Friday morning before leaving the hotel for a full day in downtown Pittsburgh (that included excellent seats for a Pirates game) we approached the front desk manager on duty and complained that, once again, we had received no housekeeping service the day before. I explained that both trash pails in the room were filled to overflowing, we were now completely out of towels and toilet paper and were using the available tissues. I asked that she make sure that housekeeping tend to the room. She barely looked at me, seemed bored by what I was saying and never once offered so much as an apology. She simply said, "Okay," and went back to what she was doing. My husband and I weren't even sure she'd heard anything I'd said, certainly she didn't seem to care, but the room was made up by the time we returned and there were fresh towels in the bathroom. We were still reduced to using the box of tissues, though, since the staff did not restock the toilet paper.
We checked out on Saturday morning and, wouldn't you know it, housekeeping was knocking on the door bright and early oblivious to the "Do Not Disturb" sign on our door. We enjoyed a good laugh, my husband and I, and told them to come back after we checked out.
The same bored manager was on duty when we checked out. She took a call while checking us out and left us standing there waiting for the receipt for several minutes as she handled the phone call. Finally it seemed to occur to her that she was holding us up and thrust it in our direction without a smile, without ever breaking from her conversation and, most importantly to us, without a thank you.
Needless to say, we will never stay at this hotel again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.