I agree the location and hotel aesthetics look good, however the service is awful.
Got there at 7pm and went to the restaurant. I chose a chicken sandwich (which was the only thing I’d eaten all day) and from 11pm onward I spent the night in the bathroom. Missed a morning meeting due to being unwell too.
Upon checking out at 6am I told the gentleman in reception what had happened. He said I needed to complete some forms which he would email to me and the manager would call me to register a formal complaint. Turns out none of these things happened.
I was in business in Seattle so didn’t get a chance to follow up until the end of the week. I called and spoke to another gentleman who was apologetic, he sent an email to me with both managers in copy. They both ignored the email.
Wow, well there you go! Zero care for the customer experience from the management team.