My husband and I were very excited to be staying here. We have a child at UT and finding the right hotel for visits has been difficult. First, this hotel was not ready to open in my opinion. I really wanted to love this hotel. I was very excited that it was new. Our stay was totally the opposite.
First the good: Clean, nice bathroom products, comfortable bed, nice location if you are staying downtown, Valet personnel was extremely nice but ruined it by not telling the whole truth to customers, and very close to UT.
The staff is not trained properly and do not know what the hotel does and does not offer.
They DO NOT have an accessible room with a shower and tub. Or maybe they do, no one could figure this out. I had to stay in a standard room and needed the assistance of my husband to use the bathroom. This is unacceptable to anyone who is disabled.
They do not "stock" the room as in extra towels, toilet paper etc. You need to call the front desk. On that note, no one wears a name tag and they want you to "personally get to know the staff and the staff to get to know you". Hey I get them getting to know me, but since they change shifts so often it is not our job to get to know them. We only had 1/2 roll of toilet paper in the room, so yes, this was a problem. Once we used the coffee and creamer it was not replaced. We had to call for both and in the case of the creamer by the time we received it the coffee was cold. This leads to:
No information book in the room. The hotel wants you to call for everything and ask questions about everything. This got old FAST!!!
Room service knocked on our door at 8:30am. Yes I didn't put up the do not disturb, but 8:30?
It is almost impossible to not use Valet parking. This is fine, $20.00 per day and we were told our car would be underneath the hotel for us to use at any time. We were moving our son so we were in and out A LOT. On Saturday night, the bar is very busy. When we went to get something from our car we were told our car was moved to a lot about 20 minutes away to accommodate the visitors in the bar area. I did not give them permission to move my car, nor did they ask. I also do not know if the other lot is even secure. This is totally unacceptable.
Because we could not get to our car which had our snacks I had the only other choice to purchase two bags of chips from their store/breakfast area. $7.00 for two bags. To make matters worse, they added the charge onto the valet parking line and charged tax on it.
The pool is not on the roof but on the floor with the check-in next to the bar. Do not expect to have a nice calming swim in the evening. The whole bar is right there looking at you!!!
I know there was more, but this is long and I apologize. I do hope that in a few months they are able to at least get the staff trained. I will most likely stay one more time to see if any of the problems are corrected and then will report back.
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