I booked a surprise staycation for my fiance's 40th birthday. I booked a corner Bay View Suite, which was picture perfect! Aside from the room, the service was poor from the beginning to the very end of our stay literally. I'm a Platinum member, so I feel like I have some objective perspective on service hospitality.
As indicated, everyday we had an issue at this hotel to the point where I cannot recommend this hotel particularly for a surprise for a significant other. Let me further elaborate:
1). Champagne & Cake- I called the day of prior to our arrival to ensure that a special birthday gift (champagne & cake) would arrive to our room by 7pm. We wanted to go to the conceirge lounge so I called and asked for them to still deliver the items. We come back and nothing was delivered. It's 8pm, I called downstairs asking for them to please deliver the items, and was told that they had notes for water and fruit. I said that was absolutely wrong, and even so nothing was still delivered. The person at the desk said she would follow up and call me back, which she never did. So 30 mins later I call back again asking for the items to please be delivered, I was told they are making the cake, but it would be delivered before we left at 9:45pm. We left at 9:50pm and again nothing came. So I now went to the front desk, before 10pm expressing my frustration and asking in person to please deliver the cake and champagne. When we came back from the movies the items were finally delivered after 4 requests.
2). Room Cleaning- The next day we were heading out for my fiance's surprise party. I asked if we could schedule our suite to be cleaned at 7pm. I was kindly told absolutely not a problem. We come back at 2:30am and nothing was cleaned. I was extremely frustrated by this. I called complaining that our room was never serviced and we were completely out of towels. I asked for 4 bath towels and 4 wash clothes for our face. They bring up a clear bag full of bath towels and hand towels. So I had to call again to re-request wash clothes as soon as possible so we could shower and go to bed.
3). On the day of check out we dropped off 2 suitcases, and 2 bags (gave us 3 tickets) so we could eat nearby. I go back with our tickets and there was a long check in line, but no one by the suitcases. I waited a few minutes and no one came around to help. My fiance is on crutches so was waiting outside in our UBER, so I really needed to find someone to help me. I saw a person standing around with a suit jacket and name tag talking to one of the guests in line. So I walked up to him asking if someone could please get our luggage, there is no one around to ask. He literally snatched the tickets out of my hand (intentional or not) I'm not sure, but it was rude. And to top it off, he comes back with just one small bag and it's not even ours, but some how one of my tickets was the same as this random bag? He walks off with the bag and that's when I see our four bags in a different area he walked to. I told him these are our bags, and I grabbed all 4 bags, with no assistance from anyone and left the hotel.
I've never stayed at a hotel so nice with such extremely poor service. I gave them one star for the beautiful room, and 1 star for the couple of hotel staff members that were friendly towards to us, but management really needs to pay more attention to the service here. It's too nice of a hotel to have such poor service. I will not ever stay here again.
