I am a DC resident and recently visited the hotel's renowned spa and restaurant as an invitee of a dear friend.
The spa experience was ok. My therapist Theresa was great at what she does and gave me a fab massage and was kind, and receptive. The time was booked for 1hr and 50 min with the massage itself 1 hr 20 min and I noticed it was cut good 10 min short. Overall it was nice though. I loved the steam room but was underwhelmed by the locker room. It was not fully stocked in toiletries.
Sou Wester restaurant was nice. Dinner was good. Waiter was well trained.
This is where the good experience ended. My friend left her IPhone 5 in the pocket of her robe. We were the last to leave the spa for the night. We went to the restaurant for dinner during which my friend realized her phone was missing. After speaking with the host of the restaurant ( who was calling the spa and security in the meantime) my friend located her iPhone with an IPad app and it showed the spa location. She send an alarm to the phone after which the phone appeared to be turned off as it no longer showed on the locator. We went down to the spa with a security guard and searched for the phone. Nowhere to be found. All used robes were still in the locker with an exception of my friends robe. They were unwilling to go any further. We were told the laundry facility was locked and somebody will call her in the morning. The manager was very rude and dismissive to me as I was trying to help my friend politely explain her situation. He aggressively told me off and ignored me for the rest of the conversation. My friend was in shock of the staff being so unwilling to be sympathetic and offer any solution. Nobody at any point offer an apology or was understanding of the situation. We were told that the hotel was fully booked and the spa had probably gone through hundreds of robes that nobody was willing to search through, though sounding the alarm would easily pinpoint the location.
More bad news: my friend drove over a glass bottle in the driveway of the hotel. To add to the bad experience my friend got a very nasty bruise under her eye, a black eye, from an aggressive acupressure on her face. I felt terrible for her and terrible for the fact that she wanted me to have a good time and everything was ruined. The hotel definitely did not stand up to its name, fame and rating. Hospitality was unacceptable. I will not return nor recommend this place for anybody
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.