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“Style over substance” 3 of 5 stars
Review of The Maxwell Hotel - A Piece of Pineapple Hospitality

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The Maxwell Hotel - A Piece of Pineapple Hospitality
3.0 of 5 Hotel   |   300 Roy Street, Seattle, WA 98109 (Magnolia / Queen Anne)   |  
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Ranked #10 of 95 Hotels in Seattle
London, United Kingdom
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
“Style over substance”
3 of 5 stars Reviewed September 12, 2011

It's certainly true that this hotel looks fabulous, but unfortunately its service doesn't really match up, although I would still recommend it as a good hotel in Seattle.

The hotel makes a big play of the 'pineapple hospitality' but in the four days that we stayed there only one member of staff was polite, or even looked up when we walked into reception! I'm pretty sure his name was Justin and without him our stay would have been pretty rubbish - he had great suggestions for places to visit and eat and was really enthusiastic. (Any hotel owners reading this should head hunt him quick smart!) This was especially handy as the hotel is not really close to the action.

The rooms are lovely, but there is very little water pressure in the shower, which made for a rather limp start to the day. The free water, coffee and popcorn are smashing though! The free wifi is ok but not that speedy.

There are a few bars and restaurants nearby, and a large supermarket. I would totally recommend the Vietnamese restaurant a couple of doors down Roy Street (yellow sign) - best pho I've ever had!

  • Stayed August 2011, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (340)
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English first
Tulsa, Oklahoma
Top Contributor
60 reviews 60 reviews
24 hotel reviews
Reviews in 29 cities Reviews in 29 cities
86 helpful votes 86 helpful votes
5 of 5 stars Reviewed September 11, 2011 via mobile

We stayed at the Maxwell Hotel after a long trip with our toddlers. It was perfect! From the cupcakes at check-in to the DVD player to the free wifi to the popcorn it exceeded my expectations. The location was perfect and we found walking to meals fun! Our suite overlooked the Space Needle, which was nice. The beds were so soft and comfortable. The room was chic and had all the modern amenities a travelling family needs. There is even a kids cart you can rent with games, coloring books, etc! The parking garage was being repaved but the hotel had a staff member out front directing patrons where to go to park. All the employees we encountered were super friendly and helpful. My only complaint was that whoever was staying above us sounded like a dinosaur with all of his/her stomping. That is the only negative I could come up with about the hotel! We will definitely be staying here again! Thank you Maxwell Hotel!

  • Stayed September 2011
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Augusta, Ga.
Top Contributor
51 reviews 51 reviews
28 hotel reviews
Reviews in 31 cities Reviews in 31 cities
100 helpful votes 100 helpful votes
5 of 5 stars Reviewed September 11, 2011

The Maxwell is very nice hotel in good location. The staff is very polite and helpful. Rooms are very nice and large. Access to Pike Market is easy using the Monorail. Free parking at the hotel is a added benefit. We have been to Seattle several times and this Hotel is now our choice to stay.

  • Stayed August 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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haarlem
Top Contributor
92 reviews 92 reviews
80 hotel reviews
Reviews in 85 cities Reviews in 85 cities
213 helpful votes 213 helpful votes
5 of 5 stars Reviewed September 11, 2011 via mobile

To start Justin at the reception was extremely helpful and made sure we had a great room good beds on the top floor.
Room was spacious and clean.
Hotel nice atmosphere. Pool small but nice.
Location okay, very near to monorail.Ample parking when we were there,so easy with a car. Only disappoinment was, no sandwhiches left for breakfast, but there is coffee and cakes on arrival.

  • Stayed September 2011
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
California
Top Contributor
62 reviews 62 reviews
21 hotel reviews
Reviews in 32 cities Reviews in 32 cities
292 helpful votes 292 helpful votes
3 of 5 stars Reviewed September 10, 2011

Hotel with some pros, but far too many cons to warrant a 5 or 4 star review.

Check-in was the most awkward of any hotel we've ever stayed at. Night desk guy (with thinning blonde hair) was extraordinarily awkward and unprofessional. It was next to impossible to understand anything he said because he mumbled completely unintelligibly. The fact that he spoke barely above a whisper also did not help. We got tired of asking him to repeat himself and just gave up. Beyond his complete lack of basic communication skills, he was completely incompetent--we asked him questions and he would turn to his computer for a minute or two, then turn back to us and proceed without answering our question. It was like a weird episode of the Twilight Zone. We were checked into a smaller room than booked and asked him to adjust the rate accordingly. He responded by turning and staring at his computer screen for 1-2 minutes, then turning back to us without responding. We asked him again and he responded by saying, "there's still two of you staying in the room, so why should I adjust the rate?". Huh?! If that's the logic, then put us in your biggest, nicest room for the same rate! The guy was so incompetent and annoying we just gave up and decided we would talk to someone the next day.

Going to our room, the entire long hallway (we were at the opposite side of the hotel from the elevator) reeked of marijuana smoke (despite the hotel being non-smoking). When we got to our room we found out why--the doors have zero seal around them--there's a significant gap all the way around the door that lets in light, lots of noise and pot smoke (as even the inside of our room smelled like pot smoke).

Found that our safe was broken and did not work at all. Called the front desk who assured that it would be fixed right away. When we checked out valuable at the front desk later, we reminded them again and, a second time, were reassured that the safe would be fixed. It wasn't. It took 4 requests over the course of several days to get the safe repaired. Every single time we came and went from the hotel we had to wait in line at the front desk to check our bag and wait to get our bag back. This was completely and easily avoidable and 100% unacceptable.

Another disappointment was the noise--the hotel has hard laminate floors and thin walls. We could hear every step the person above us took at 6am and hear every word from the wall-mounted TV in the room next door. Poor insulation is inexcusable in a hotel in the Maxwell's price range. Especially a new hotel.

Minor cons were the internet connection, decor and bath products. The internet connection was frequently unusably slow (slower than 1999 dial-up). The Maxwell tries to be hip and contemporary, but the decor/design is really just a jumble of uncohesive styles that are all over place. The bath products were pretty cheap and diluted--more like Motel 6 quality, than that of a hotel in the $200-400 range.

Pros were a comfortable bed, extremely clean rooms, extraordinarily, warm, friendly and outgoing housekeeping (the front desk staff seriously needs to take hospitality lessons from the housekeeping staff, no exaggeration), a convenient Keurig coffee/tea machine and complimentary parking, water and popcorn.

Overall, the Maxwell was a disappointment. After bringing a few of our concerns to the attention of the management, nothing in the way of compensation or a sincere apology was offered. It's a very clean hotel with a lot of potential, but the majority of the staff (housekeeping excluded) needs a significant education in the most elementary tenets of hotel hospitality, which is inexcusable for a hotel in Maxwell's price range.

  • Stayed September 2011, traveled as a couple
    • 3 of 5 stars Value
    • 2 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MarcoBaumann, General Manager at The Maxwell Hotel - A Piece of Pineapple Hospitality, responded to this review, April 19, 2012
Dear gringoca,

We're very sorry for the poor experience you had at our hotel. We're shocked by the number of unacceptable events that happened during your stay. We agree with you completely that there should be no smoke smell in a non-smoking hotel, our staff needs to communicate clearly, our lack of response to your damaged safe should have been rectified immediately and so on.

Moreover, I am deeply sorry that once this was berought to the attention of management, it was not addressed to your full satisfaction. Please contact me at your leisure at mbaumann@staypineapple.com so that I may invite you to stay with us again or attempt in some way to apologize for this horrible experience.

I sincerely hope we have an opportunity, albeit late, to rectify these unacceptable memories.
Thank you

Marco Baumann
Managing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Orlando, Florida
Contributor
11 reviews 11 reviews
4 hotel reviews
Reviews in 9 cities Reviews in 9 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed September 9, 2011

This was our first visit to Seattle and we will be back! My husband and I stayed here for 4 days. The hotel staff was most helpful in suggesting places to eat and the sights to take in. The location puts you within blocks of public transportation; which is what I would recommend instead of renting a car... the bus is free within the downtown zone!

  • Stayed September 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Contributor
23 reviews 23 reviews
16 hotel reviews
Reviews in 17 cities Reviews in 17 cities
66 helpful votes 66 helpful votes
5 of 5 stars Reviewed September 9, 2011

My wife and I vacationed in Seattle from 08/27/11 thru 09/04/11 (8 nights). I do all the
research and planning as my wife is usually busy with her child care business. We spent all eight nights at the Maxwell and I selected the Ensemble Suite. This suite or room was
extremely spacious with two queen beds, sitting area with sofa sleeper, walk-in shower,
Flat screen TV, microwave, refrigerator,DVD player, and internet access among the amenities. We had a view of the Space Needle too. My wife and I enjoyed the beds as
we slept peacefully like bables. An added plus was free parking. Since we had a rental
car, I can attest that parking is very tight in Seattle as well as expensive. Popcorn, water,
and coffee are provided free of charge. The Hotel staff (including the maids) were helpful
and courteous. We checked in thirty minutes early and fortunately the room was ready.
The Maxwell does not have a restaurant but they do have an expresso and we did purchase breakfast sandwiches on one occasion. We generally ate in the lower Queen Anne area and at times near the Maxwell. We walked to the Seattle Center and caught the monorail to Westlake to explore Seattle. The Maxwell was conveniently located near the attractions in the Seattle Center. I would definitely recommend the Maxwell Hotel.due to
its amenities (which also include a pool and exercise room), cleanliness, and its
exceptional staff. Attractions and tours include the Ride the Ducks of Seattle, Savor Food
Tour, Boeing Tour, Bainbridge Island, Mount Ranier National Park, Crystal Mountain
(New Gondola), an escorted walking tour of Seattle, Underground Tour and the City Pass attractions,(Woodland Park Zoo, Space Needle, EMP, Argosy Harbor Tour, Seattle Aquarium, and Pacific Science Center). We drove around the Ballard ( Chittenden Locks)and Freemont districts as well as two shopping malls. WEATHER WAS GOOD

  • Stayed August 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Maxwell Hotel - A Piece of Pineapple Hospitality

Address: 300 Roy Street, Seattle, WA 98109
Phone Number:
Location: United States > Washington > Seattle > Magnolia / Queen Anne
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #10 of 95 Hotels in Seattle
Price Range (Based on Average Rates): $$
Hotel Class:3 star — The Maxwell Hotel - A Piece of Pineapple Hospitality 3*
Number of rooms: 139
Official Description (provided by the hotel):
The spirit of Seattle comes alive at The Maxwell Hotel. Every member of our experienced staff delivers genuine service from the heart. Our colorful and original interiors provide a warm and inviting ambience with delightful details such as our large mosaic pineapple, commissioned mural paintings and children's art tiles accenting the indoor swimming pool. Fun, creative, and unexpected touches like these make this downtown Seattle hotel an original Seattle icon. ... more   less 
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