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Coffee pods were not available so they brought a full pot to our room for free daily. The room never seemed to be cleaned efficiently. The cleaning was marginal and we had to get them to come back in to clean again. The rooms definitely need some renovations as they are looking dated.
My luck it was prom night, 2 highschools. The pool was closed due to prom. Valet took over 45 to get my car because of prom. It would have been nice if they mentioned prom was being held there that night, I would have went somewhere else.
Love the hotel; it is very clean and spacious, the food is delicious, and the Customer services excellent
Dorisley
Stayed 1 night in Apr 2024
2/10 Terrible
Preeti Singh
Apr 15, 2024
Preeti Singh
Stayed 2 nights in Apr 2024
4/10 Poor
Preeti Singh
Apr 15, 2024
Disliked: Staff & service
The front desk staff was rude. My key card wasn’t working, so I went to the front desk. The woman there told me arrogantly that Your card isn’t working because you were supposed to check out today’, which was actually not the case. I was booked for another night.
There was total lack of coordination between the staff itself, they didn’t seem to know much.
Beautiful property and attentive staff but I was really looking forward to using the jacuzzi and it was out of service. Also, I was told that I had a credit to be used on food or beverage anywhere in the hotel but none of the hotel venues would accept it.
Horrible service from start to end. Staff do not reply to emails. Asked 5 times for a fridge. 3 times for towels as no one was coming. Got charged for fees we were told were included in the price. Staff just walked in the room while we were inside. Got kicked out of the room and front desk wouldn’t let us back in. There was nothing 5 star about this resort
Brittany
Stayed 4 nights in Dec 2023
Response from khadija on Jan 3, 2024
Dear Ms. Brittany,Thank you for taking the time to share your feedback with us. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure the necessary guidelines are in place to continue to focus on enhancing the experience of all our guests.We look forward to welcoming you again
Room was not ready and they were not very solution driven.
Priya
Stayed 1 night in Dec 2023
2/10 Terrible
Jeannee
Traveled with family
Dec 31, 2023
Disliked: Staff & service, amenities
They did not have our room available for the night we’d already paid for and in order to get us a place to sleep they charged us $1170 and now we have. A new years cruise to go on less $1200!! Unbelievable and very scammy!
Not a safe area … we hear a bomb go off and saw a police chase down on the street from our window.
The also want to swipe our card AGAIN to cover resort fees and incidentals!!! It’s RUINED our vacation.
Jeannee
Stayed 1 night in Dec 2023
Response from khadija on Jan 7, 2024
Dear Jeanne,Thank you for taking the time to share your feedback.we would like to extend our sincerest apologies about the system error that happened during your check in experience. we hold ourselves to high standards and your experience fails below our caliber.Thank you again for staying with us and we hope you give us the chance to regain your trust again in our property.
While it was a business trip, it coincided with my birthday. The front desk manager, graciously upgraded us to a fabulous suite. The food in the property is top notch. The staff is very friendly. The hotel is in a great location for business needs. Oh yeah, enjoy a great lunch or dinner next door at the new Gordon Ramsey's Hell's Kitchen.
Our stay was good overall. But we couldn’t use the pool the whole weekend as we planed. It was closed for a private event. On Sunday the restaurant of the main floor was closed at 10:30 am and we were informed that breakfast was until 11:00 am at check in. So, we have to wait to bunch started.
Verified traveler
Stayed 2 nights in Oct 2023
Response from khadija on Oct 27, 2023
Dear Sir/Madam,Thank you for taking the time to review your stay with us. Everything we do is aimed at providing our guests with an excellent hotel experience. On behalf of our team, please accept my sincere apology for the inconveniences caused during your stay.Once again, thank you for taking the time to share your feedback. We appreciate you choosing to stay with us and hope to welcome you back in the near future.All the best.
6/10 Okay
Michael
Sep 22, 2023
Liked: Property conditions & facilities
Wasn’t informed of all services at check-in which lead to my not receiving or having the option to receive all services included in stay.
Michael
Stayed 3 nights in Sep 2023
Response from khadija on Oct 27, 2023
Dear Michael,Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure the necessary guidelines are in place to continue to focus on creating memorable experiences for our guest.Thank you again for your feedback. We hope to welcome you in the near future.Regards,
The hotel was so beautiful and clean! The staff members were amazing and treated us great! Sara from the pool bar and Di from the check in desk were wonderful!!!! It was my birthday and those two lovely ladies made sure it was super special!!!! I will be stay at this property again in the near future. Highly recommend!!!