Let me begin by letting you know how much we enjoy staying at Loews Hotels whether it’s Hollywood, Philadelphia, New York, or our favorite property in Tucson. We’ve stayed in Tucson at the Ventana four times and hope we might be back again, but we’re uncertain after our most recent disappointing stay February 7 – 11, 2014.
Why? We’ll we planned a trip to celebrate our 35th anniversary hiking in Tucson. We stay at your resort because of its setting and because of the view we like looking at the Santa Catalina’s and waterfall. When booking I requested this view. I did so last year and was given a room without the view (later the front desk graciously moved us) so this year I wanted to be absolutely certain on this special occasion. Since I wanted everything just right, I called the hotel on 1/29/2014 to be sure they’d have a room with the view I wanted. I was told by the individual with whom I spoke that I would. Because of complications last year, I called again on 2/3/2014 and was again told yes we’d have the requested view.
So, I was disappointed and in fact angry when I arrived at the hotel on 2/7 to be put in a room that didn’t have my requested view, 4269. This was the first strike of many on my recent stay. Your front desk manger Bohdan responded by putting us in a suite—4235—successive nights which was a nice courtesy which I appreciated. (I won’t get into the spots on the rug, stains on the bathroom wallpaper, etc.)
However, when we went to move to the room the following day at 4:30pm after returning from a strenuous hike we were told the room hadn’t been cleaned and made up. That was our second disappointment as the lack of competency continued.
When we got in the room we saw the mountain, but no waterfall. Again, this was a special occasion at a special place and we were happy with the room, but the view we requested and thought we had after speaking with Bohdan was only partially there. Another strike.
The next day when we returned from an eight mile hike at 4pm the room hadn’t been cleaned or made up. Strike three, or four? As nice as all the staff are—and they are truly nice and courteous—the continuing lack of competence floored us at a Loews hotel.
You can probably see why we’re going to think awfully hard before returning once again. Although your setting is terrific for what we do—hike all day and every day—and what we like to see out our window, you know that there are many other options in the vicinity.
You indicate that you “strive to exceed our guest's expectations”, but in our case you didn’t even meet them, and as a small business owner myself I thought it important to let you know. I hope this information will be helpful to you as you review operations.