My fiancé and I have stayed at nearly every hotel in or around Pittsburgh city and I must say that the Residence Inn North Shore is probably one of the best we stayed at when it comes to certain things. The areas they lack are to be expected, because we see the same flaws at every Pittsburgh Hotel. We are both yinzers, born and raised, so when I say good for a Pittsburgh hotel I'm not putting PGH down. I simply mean that I don't expect the same service as I would at the top hotels in New York or even Seattle. But enough chit chat, lets get to the review shall we?
My fiancé and I stayed at the Residence North Shore on July 4th, 2013. We picked the Residence solely on the fact that I noticed they got great reviews from others on Trip advisor and the hotels we were looking at did not. As far as the price, I don't believe its worth the money. The only reason I say that is because I been to some AMAZING hotels for almost the same amount of money. I just don't understand what warrants spending $300.00 a night except for the fact that its located directly across from PNC Park?
When we first arrived to check in, the staff was friendly ENOUGH and it was quick. Nothing special, just glad to have you and here are your keys. We were dying to get to the Regatta, so it worked out for us. One thing I have to say turned me off immediately is it was literally 100 degrees outside that day and we were dying of thirst when we arrived. The first thing out of my mouth to my fiancé when we walked in was, "Do you want some water?" Of course she said yes, so I grabbed a bottle out of the cooler. As I walk back up to the counter, I notice that the guy checking us in had 2 bottles of water on the counter in front of him and also and entire case on the floor in back of him. I thought to myself, maybe they give complimentary water to guest when they arrive? After he hands us the key, instead of assuming its free and rudely walking away with the water, I politely say, "How much do we owe you for the water? Thinking he is going to reply, "Please its our pleasure." Instead he told me it would be $2.00. Haha.... I thought it was the funniest thing in the world. To me the little things count. I wasn't expecting hot moist towels and champagne upon arrival, but a complimentary bottle of water after looking like Clint Eastwood in the bad the good and the ugly desert scene would have been nice.
We decided to go up to the room real quick, just to see what it looked like. I have to say, its probably the nicest basic Pittsburgh City room Ive seen. It had a really nice floor layout, a full kitchen with plates, silver ware, cook ware, a real stove, and it was all super clean. The counter tops were granite and the decor reminded me of NYC hotels. The living area was neat and it had a french couch that really made the room look classy. The bathroom was nothing to wright home about, but it wasn't bad at all. The only thing I didn't like is that they didn't have any glasses near the sink to rinse with. Thats hotel bathroom 101. Im not sure if they have any Jacuzzi rooms, but I think that would put the cherry on top if they did. Although I really don't see these rooms for couple getaways, I see them more for business man who are in town for a couple days.
The bed was very comfortable and the pillows were almost right there with the mattress. They were those types of pillows that were so soft, but they feel like they just don't have enough feathers in them or something and plus they were so small. I thought the flat screen was really cool, because you could rotate it 360 degrees. If you were in the living room you would twist it and vice versa if you were laying in bed. Never seen that before, so kudos to that.
The room itself was extremely quiet. It was the one thing that really shocked me. The only time I been in rooms that quiet are when I stayed at places like Trump Soho and Hotel 1000. Those are $600-$700 a night rooms, so it was nice to see that. I slept right near the window too and I still couldn't hear anything coming from outside or the rooms next to us. Maybe it was because we were at the end of the hallways, but either way it was nice not hearing a peep.
Another cool thing is if you plan of staying for more then a few nights, they have a menu/list in the room where you can tell them what you want the fridge stocked with and they will fill it for you. I don't know if it cost anything, but I thought that was pretty cool. Parking of course is $20 a night and room service from the Soho is only open till 11:00pm, not 24 hrs like it says on the website, but they do have a few local delivery places that run till 2:00am. I wish I could remember the name of the place we ordered from, because it was actually pretty decent. It started with a G. If you get late night cravings, just ask the front desk for the menu, but don't expect them to know anything about the food or what time they deliver till. We asked the man working late night and he had no idea if they delivered, what time or if they where any good. I thought that was a little strange. You have the menus, but you don't know if they still deliver?
I want to end by going back to what I said in the beginning. The one thing this hotel doesn't have that I still don't see at other PGH City hotels is awesome service. They need to learn this. Every time I called the front desk I was legitimately uncomfortable like I was bothering the staff. When you go somewhere like Le Blanc, you feel like calling the front desk for fun. I called the front desk to ask for an Ice Bucket because they did not have one in the room and the guy gave me a hard time? Haha... When a guest asks for an ice bucket the only response is, "My pleasure sir! Right away!" Not at PGH hotels and its a shame. The way I feel about the Residence North Shore is almost like having a beautiful girlfriend, but she has no manners and her attitude is horrible. Sure she's pretty to look at, but thats about all. How long until you say that face is getting old?
I think thats pretty much it....
PROS: Decor, cleanliness, quietness and comfort.
CONS: The service and the little things.
Overall: I hate spending $300.00 on something not worth the money, but if I have to spend $300.00 again, I would choose the Residence over the other choices. Location is unbeatable and all the other hotels are just as expensive and not as good.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for the detailed review and for taking our other good TripAdvisor reviews into account while researching us. We appreciate the feedback and I will share it with all of the staff. I did want to respond to a few of the areas you mentioned in detail.
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Our hotel, like most, has a flucuating rate base. For the date of your stay there were several special events nearby from the Pirates games, the holiday and fireworks, the Regatta, and a convention just across the bridge downtown. We were sold out far in advance and some one even offered me their first born child for a room. Thankfully we did not have the rooms available to sell because I do not have the extra space at home.
I saw that our staff's attitude seemed to have been an issue. I'm disappointed to hear that because we are constantly commended for providing great service. I'm sorry that we did not show that quality the way that you expect and that I know we can. I will speak directly to the employee mentioned because I know for a fact that everyone on our guest services team can make a solid and knowledgable recommendation when it comes to dining options or what to do in the area. Even if we can't, you and I both expect the service agent to take the initiative to research and provide the best service possible. I'm sorry that wasn't done.
As for the hotel amenities- we do not have jacuzzi rooms or one in our pool area unfortunately. That's simply one amenity that we are not able to provide. The room service for SoHo is available after 4pm (earlier if restaurant volume allows), and I am curious to know where it was advertised to be 24-Hours so that I can fix that. Glasses in the bathroom area is something very feasible and I will mention something to the appropriate management. You're not the first guest to mention that. I'm also sorry that complimentary water is not normally provided. As a select-service property there are areas that we don't normally provide the same exact "perks" as a full-service property. Many items are available for purchase in our Market area and water obviously is one of them.
I thank you again for the detailed review and I hope that you'll return in the future. Please don't hesitate to contact me personally for help with your reservations. I assure you we will continue to strive to provide memorable service for our guests!!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.