We stayed in the Amrath for 3 days around our wedding day, as we gave the use of our apartment to our family. The customer service was incredible, absolutely 5 star and on par with US 5 star hotels (Dutch customer service is horrendous at best, so never a base for comparison). For my grand entrance as a bride the concierge even vacated the lobby!
Unfortunately, housekeeping does not keep up. I had forgotten to request synthetic bedding (I am allergic to down), and requested synthetic pillows and a duvet at 11pm when we got to the room. It took the front desk a while to locate them, which didn't bother me at all since it was 11pm and I knew nobody from housekeeping would be present at this time. Unfortunately no duvet covers could be located. The next day we got married and got back to our hotel room at 1.30am. What a surprise to see that the room was cleaned very carelessly, and there were still NO duvet covers! Now THAT I did mind! A lot. Interestingly enough, this time it took the front desk only 5 min. to locate duvet covers (where were they last night then?!?!?!).
The next day I mentioned this to the front office manager who was extremely apologetic, and gave us a wonderful gesture of a bottle of prosecco, a fruit plate and a hand written note. Now that's great customer service! Unfortunately, housekeeping managed to screw up once again (by this time it was just plain funny) as they had taken my wet robe and hung it up in such a way that it was still wet the next morning (I had put it in the bath with the used towels to be changed for a fresh one. Apparantly I didn't deserve one!!!!). This is pretty incredible if you are a customer who had made a point of asking if the room could be cleaned with extreme care that day.
Lastly, we had a connecting door (locked of course) and because of that we could hear the conversation of our next door neighbours literally. As we were on a late schedule and they on an early one, that was quite inconvenient.
I want to finish with saying that I'd recommend the Amrath to anybody looking for a great experience and appreciates customer service and that we are already planning our return trip! It's just sad that housekeeping is making easily avoidable mistakes that does affect one's stay in such a great hotel.
- Official Description (provided by the hotel):
- Grand Hotel Amrath Amsterdam is a five-star deluxe hotel situated in the monumental Shipping House. You can find us on the Prins Hendrikkade in the city center at only 500m from Central Station and 1100m from Dam Square. We have 165 rooms and suites, offering complimentary wireless internet, free minibar with alcoholic and non-alcoholic drinks and free entrance to the Spa & Wellness center. Facilities furthermore include restaurant Seven Seas, meeting rooms and a bar/lounge. ... more less
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