We checked in at 3:15 PM, 15 minutes after their posted check in time and were told our room was not ready. It was an upgraded room because of the FINE HOTELS program through AMEX which also allows early check in up to 12PM, which obviously wasn't case. We had a 4PM SPA appointment so she said we could check the bag with the bellman and then the SPA would get the room and the bags when we were ready. We only had one bag for one night and purposely self parked so we could take our own bag in and not wait for it. When our SPA appointments were complete, the SPA check in person had our keys and called to get our bags. As we were waiting for the elevator, one stopped that appeared to have our bag on it with many others but the elevator was full so he had to go on. So we arrived at our room and waited for over 45 minutes before I decided to look on our floor and the ones below it for the bellman. I never saw him but when I returned to our floor a bellman with an empty cart almost ran into me and even gave me a dirty look like I was in his way when I was coming off of the elevator! I started to ask if he delivered our bag but just assumed so. When I got to our room, our bag was not there! So I called the front desk and there was no answer. I hung up and called again... 3 times!! Then there was another button called "Quick Service" and I called it 3 times and nothing. So we walked down to the floor's concierge person and explained what was happening and she was all over it. Within 10 minutes she told us our bags were in the room. This was now 6:15 and our dinner reservations were for 7:30. No one else followed up with us on this or apologized from management. Another perk we get is a $100 credit for food and beverage. We have stayed at other places like the Ritz that allow you to use the credit for any purchase charged to the room. in fact some specifically say for SPA services. When I asked for the $100 credit to go towards our $260 SPA services instead, she just quickly said, "No it's only for food and beverage." I asked for them to check if an exception could be made and she again said no without checking with management. So we went to the bar later and used it there, but it would have been just to have it as a credit for the service that we actually used. When we checked out I explained the bag mishap and she said she was sorry but did not offer to notify the manager or offer any credit. In fact, she said, "Oh I forgot to add your $22 parking fee!" Wow! I was with my wife and didn't want to make a scene but if I shouldn't have to ask for a manager in either of the 3 instances. But 1 hour to bring a bag up? We live only 20 minutes away, so in the same time it took them to bring our bag to our room, we could have driven back home, packed a new suitcase and driven back! Great hotel, great perks, great room, great food except the breakfast buffet food was cold, and great Bourbon bar, but no front desk, bellman, or manager service to speak of at a 5 star hotel. Next time we will pay $50 to $75 more and stay at the Ritz for much better service.
KEEP YOUR BAG, even if you have to go back to the car or hold it in the lobby while you wait for you...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 21, 2013
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We appreciate that you took the time to review our hotel. We welcome feedback especially from our valued guests like you.
I am truly disappointed to hear the troubles you have gone through during your stay. I am sorry for the inconvenience this has caused you and regret that this has negatively impacted your impression of our property. This is definitely not up to our standard as we always strive to provide the best guest experience and deliver world class customer care.
The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. Your comments are troubling and will certainly be looked into. We appreciate the candid feedback we receive and welcome any opportunity to improve.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.