Pretty disappointing experience at check in. I booked my reservation over the phone, but somehow it was only pending instead of confirmed. Admittedly, the email sent following me booking my room stated that, and I only assumed that it had been confirmed.
My fault completely, but the way it was handled really put me off. When I checked in, the person at the counter told me I wasn't in the system and I must've booked somewhere else. I found the email stating it was only pending, and apologized for the error, and asked if there was any availability. They said "no availability, actually we're overbooked". I asked what might have happened and what I could do, and they finally said they could give me my room for about double my original price.
The fact that I was brushed away so abrasively and told there was no vacancy, only to then try to charge me an excessive price was pretty surprising. I understand when nothing can be done, but it sure felt like they just didn't care to do anything.
Beautiful hotel, staff was very friendly and helpful. The restaurant/bar atmosphere was wonderful and the food was fresh and delicious. The rooms were spacious, clean and comfy. I did question the choice of the the door to the bathroom which was a glass sliding door that didn’t completely close, therefore didn’t offer a lot of privacy. My only other concern was the lack of elevators and the space inside them. However, we were there during a convention/reunion of some kind, so it could’ve been the crowds all coming and going at the same time. **here’s a plus** I loved the pillows so much I ordered them as soon as I got home! 😊
This place charges 24.00 per night to park, which was not relayed to me when I asked the employee at the front desk. I’ve never stayed at a hotel that charges such an asinine amount for parking each night. I’m sure they have their fine print BS somewhere that talks about how much they charge for parking, but that wasn’t clearly stated when I booked the hotel online. In addition, we were given a room right next to their loud, rickety elevators that sounded like a train was going by our room all day and night. We got little to no sleep. Wouldn’t recommend, and would stay another night in that awful hotel.
Their STAFF was very RUDE. Very untrained for facing customers. I called front desk to ask why i was double-billed and the staff at the reception kept telling me that she cannot help me. She said though that she can provide a printed bill of my stay and i asked to have it sent up to my room as I explained that I am already in my nightshirt. She sternly said, "No, we don't do that you have to come down if you want a copy of your bill". This is outrageous because any good hotel staff would do that. But not this one. I politely asked for her manager and she said that she will ask him to call me and then hung up. Very rude. So I went down to reception and asked for the manager. I told the manager, his name Norman, that I think I was double-billed and it should be looked into. He said that the hotel does not double bill and the matter has to be taken up with my bank. Then I told him that his staff was rude to me. He did not apologize, he just said that "he will talk to her". I brought it up again because he seemed to have missed my point. He said, "I did say I'd talk to her, didn't I?". No wonder the staff was rude the manager is rude as well.
THE ROOMS ARE OLD AND MUSTY. The rooms are old. Although our room is clean, the musty smell does not seem to go away. It certainly does not have the feels of a 4-star hotel. Very deceptive as I got a motel-quality room for the price I paid. If you want a quality stay, please go somewhere else. This place is not worth your time.
Excellent experience! The room was clean, comfortable and quiet. Breakfast buffet is the way to go for both price and quality. What stood out for us was the staff, they were welcoming, professional and happy to attend to our needs. We will be back.