We stayed at the Hutton Hotel for a couple of nights and really enjoyed it. The room was stylish and comfortable and the hotel pretty well located within 20mins walk of Broadway / Country Music Hall of Fame etc.. The atmosphere was relaxed and the staff were really friendly. Some silly people in the room next-door kept us awake very late one night with a party, but security came straight away to quieten them down. Sadly, my complaint is that I was really let down by customer service *after* our stay.
Sorry, this is necessarily long-winded...
As I was in the lobby checking out of the Hutton, I noticed my iPhone was missing. I went back to the room and it wasn't there. Then I worked out that I had most likely lost it in the hotel's 1808 Grille the previous night - I used it there and hadn't left the building since. We left contact details with staff at the front desk and Grille, but unfortunately we had to leave quickly as we had to catch a plane back to the UK. So a couple of days later, I used the Hutton's web form (as no direct email address was available) to ask if the staff at the 1808 Grille would mind checking for my iPhone around the couches where we sat on the last night of our stay. I received no reply, so 2 days later I wrote a private message to the Hutton's Facebook site. I got a nice reply from an executive assistant, who said she would contact the bar staff and let me know the outcome. I had to write 2 further times - 2 days later, and after 6 days - before I got a further reply. The same executive assistant wrote to say she had already written to ask me to use email instead of Facebook. However, I could find no email address for the assistant, nor for the hotel (which had led me to Facebook in the first place). I quickly responded to explain this, and included my own email address so they could contact me directly to solve things. Understandably, I wanted to avoid making a lengthy transatlantic phonecall. The next day, having had no further reply, I wrote again on Facebook (only option!) one last time - I have not had a reply. I have since bought myself a new iPhone at considerable cost.
Of course I accept that I can't have a hotel full of staff running round looking for my phone when I was the one who had been careless in losing it. However, we all sometimes have a bit of bad luck, and given that I was confident the phone was still in the building I would have really appreciated a better level of customer care following the loss of my property. A simple 'sorry, we looked and couldn't find your phone' would have been fine. Based on this experience, I won't be recommending the hotel to anyone, and I certainly won't be returning. Customer service doesn't end the minute a guest walks out the front door, if the hotel hopes for return visits and good reviews on sites like this.