Our party of 7 family members stayed in late April 2013 for two nights. We had two "King Sky Rooms" and one "Large Luxury Suite." front desk staff were helpful and welcoming! Executive Lounge staff were very attentive and efficient! All three guest rooms were spotless. The hotel is beautiful, modern and sophisticated. Excellent location as well.
Not Expected: The lg lux suite had a lighting element out, we requested it repaired - never happened. Yes, a small detail, however, at the room rate for this suit, one expects EVERYTHING to be in working order. Requested bedding for the sofa bed around 11pm, it took a total of three calls to acquire said bedding. On the third call (roughly 40 mins after the first call) the staff member said "he has a lot of delierveries, he'll get there when he gets there!" Lastly, the "heated" pool was anything but.... I informed the desk, she told me an engineer would correct it - didn't happen while we were there!
One more note: upon check-in, I was asked if we were visiting for any special reason. Yes, a 13 year old girls birthday. Lia, at the front desk said she would get a card and some treats from the staff sent up! Unexpected and generous! Unfortunately, it never came. I'm sure Lia just got busy and forgot, as she was a very pleasant, warm person. Again, not expected and certainly not necessary but if you are going to offer it - FOLLOW THROUGH!
We may or may not return....when spending our hard-earned dollars (roughly $4,000) on a higher-priced hotel we expect more. Not a complete disaster by any means but this trip didn't meet our expectations.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 31, 2013
Report response as inappropriate
Thank you so much for your detailed review and assessment of your visit. Of course, we are so disappointed that we did not deliver our promise of a Better You that we are committed to. I do hope we see you in the future for a better stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.