I stayed at this hotel in July, 2012 for a conference. The student-staff I(It is a Johnson and Wales University teaching facility) and the more permanent employees were, without exception, exemplary in customer service. They were personable, interested, patient, attentive, accommodating and, when they could not be, apologetic.
There were a few glitches, but nothing earth-shattering. The restaurant kitchen staff had difficulty turning out pre-ordered lunches for our group in a timely and organized fashion.
Also, because I and another officer from this region were being reimbursed for expenses, we planned to share one of the suites. The room was reserved on my card. She and her husband arrived before I did and determined the suite was not large enough or (with glass-pane division) private enough for three not-all-related adults.
The staff, accommodated this extremely last minute change by giving me an available king handicap room which, for the record, was huge, attractive and very comfortable.
This change, however, created a confusion in our billing. Both of us were charged for the suite. Something we did not realize at first. The staff were able to grasp our explanation later that week via phone and both apologized profusely and fixed the issue without drama.
As mentioned, this is a teaching (therefore, learning) facility. Attitude is much more important to me in these matters and the attitude of each person I dealt with was one of pleasant service and efficient problem resolution.
The food in the restaurant, by the by, was very good and I ate every meal there for two and a half days. When I left in a rush after dinner to attend a meeting upstairs, our waiter ran it to me ... beating the elevator by taking two steps at a time.
My only real issue was in the airport ... due to severe thunderstorms that shut down most of the East Coast flight paths for much of the afternoon, I arrived at something after 1 am. I had signal for my cell phone in the upper level of the airport where we deplaned and should have called the hotel shuttle then. Once in the lower area, even outside, I had no usable signal at all. (Verizon) And not a plug nickle to use the bank of pay phones there. And other than a few janitorial staff who were not usefully conversant in English, not an airport employee in sight.
Of course, had it been daylight, I would have been able to see that the hotel is in easy walking distance from the airport.
This was a wonderful experience and one I easily recommend with high regard.