We stayed at this hotel because we were attending a function. We loved the location being in a area surrounded by restaurants and shops with events happening each day. Check in was frustrating. Our room was not ready and we were told that we would get a call when it was ready and to collect the keys from concierge. Not a problem considering that we decided to explore a bit while we were waiting, however, when we got the call that our room was ready, I returned and could not find the lady from concierge. I went to the desk and said that I had got a call to collect my keys and the desk clerk seemed confused and asked me for my room number. I explained the I did not know because we had not been told and luckily another clerk jumped in to assist. He shot off to find the lady from concierge who came out and presented us with our keys. Seemed like a lot of hassle just to pick up our room keys. I had requested a room away from the elevator because I am a light sleeper, however, we were put in the first room out of the elevator and was disturbed late at night on both days that we stayed there by noisy guests coming and going. The room itself was great, clean and bright. Housekeeping did not show up until nearly 4pm which was a little annoying because I was trying to get my daughter ready for her competition at this time. However, once there she was efficient and in and out pretty quickly. We went to the atrium to grab a cocktail and was completely ignored by the bartender who spent the whole time accommodating to a group of ladies having food and drinks. My husband finally got served at the bar but we gave up on another drink because the bartender was too busy running around the group.
I did respond to a email survey sent by the hotel after I returned home and stated these same issues and was blown away by the response from a the desk manager who addressed my concerns and assured me that we would be in a room away from the elevator in the future. I have never had a hotel actually personally respond to my survey like this before. Great service. I will be staying here again next year for the same function and would recommend to others.