I grew up 20 miles from Turning Stone and have been visiting for the last 10 years. This was the first time I stayed overnight. Rumors among family and friends hinted at a casino/hotel that had finally become a respected establishment. Let me tell you, it still has a long, long way to go. My friend stayed at the Lodge, which has nice rooms ($350/night) but they certainly aren't worth the price. I stayed in the Tower ($250/night). At noon I called and was told my room was ready. At 2:00 pm when I arrived, I was told the room was cleaned but had not been inspected. An hour later, at check in time, it still wasn't ready. I went through 2 managers before someone came up with the briliant idea of putting me in the same type of room that was inspected (this process took about 30 min). The blank stares from managers and employees alike had me thinking I was at a Motel. Once I was given a room key I tipped the bellman $20. An hour after I was in my room, in the middle of taking a shower, I heard a knock at my room door. It was a young bellman who said he needed to ask me a personal question and asked if he could come into my room. Before letting him in, I inquired about what his question was and he actually asked me how much I had tipped the other bellman. If was very, very strange and unprofessional. Then, I ordered room service. They forgot 2 side dishes and still charged me. I called and even though they said it was be deducted, it never was. At checkout, I felt weird calling the bellman to help with my bags, so I carried them down to the lobby myself. Coincidentally, a manager checked me out, so I told her about the incidents and she was visibly upset that this occurred. Though, surprisingly, even though I had lots of charges to my room for food, she didn't offer any concessions. Then I explained that even though I called ahead of time and was told my room was ready, I couldn't check in until after 3:30. She again was surprised and apologetic, but didn't offer any concessions. I actually was not looking for anything in particular, but I am a frequent traveler and have a good sense for when a hotel should try to make the guest happy. This was a perfect situation but nothing was done. Had she removed just one little item (maybe $10 worth), I probably would not be writing this negative review. All in all, though I didn't list every problem, I left with the feeling that Turning Stone is still an amateur casino, as it was 10 years ago. You can throw all the money in the world into the decor, but if you hire foolish people and don't train staff properly, you'll continue to read negative reviews.
- Official Description (provided by the hotel):
- The Tower at Turning Stone – AAA 4 Diamond award-winning high-rise hotel, offers a stunning panoramic view of the countryside. The Tower features spacious guest rooms and elegant suites. 100% Non-Smoking ... more less
- Also Known As:
- The Tower At Turning Stone Hotel Verona