We stayed at this hotel several years ago when it was first remodeled and it was fantastic. However, each time we have stayed there since then, it has declined a bit more. We stayed two weeks ago in one of townhouses, their second most expensive room category. Although the price is decent, the furniture was dirty, the upstairs blinds were broken and there was a leg missing on the couch. However, the biggest problem was the horrific customer service. We reported after the first night that the water in the upstairs shower was lukewarm and the heat lamp in that same bathroom was broken. Never once did the front desk employee offer a kind word or an apology. She seemed irritated with my request but promised to tell maintenance about it. When we got back from being out all day, neither problem was fixed and the front desk person who had taken over from the morning shift had no idea what was going on. He offered a suggestion for getting the water to be hotter and also a small discount on the price of the room. The heat lamp was an electrical problem, we were told, and they would be unable to fix it. The next morning, after another cold shower, I complained at checkout that I was frustrated that maintenance had not tried to adjust the water temperature. My husband could tell just by looking that it would be easy to adjust and if he'd had the right tool he would have done it himself!! It was the same woman from the morning before, and I can honestly say that I have never been treated more coldly or rudely than I was that day. A simple apology would have gone a long way but apparently customer service is not a priority in this place. In the end, we got a bigger discount so we ended up with a fair price, but truthfully, I would have preferred paying more money for hot water and a polite staff that cares for their guests! We won't be back.
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- Also Known As:
- Mariposa Hotel Monterey