We like the Atlantic Hotel, but...
Posted Oct 23, 2016
We've stayed in privately-owned condos in this hotel in the past. This time we stayed in a comparable hotel suite. Everything was fine until the fourth day of our stay when we returned from our balcony to discovered that the toilet had overflowed and soaked the suite's carpet and our luggage. A truly disgusting situation (huge cockroach and all).
The staff was immediately responsive and moved us to a lesser-quality room, but that was OK because we just wanted out of the contaminated room. However, when the bill was slipped under the door the following morning, it showed no discount for the cheaper room. I had to go to the desk and ask for the credit. They talked about it, and then gave us a credit, but we should have had that last night comped entirely because of the horrible situation we endured in the first room. And I shouldn't have had to ask for the credit at all -- a good hotel should have made our situation a top priority and taken care of the credit.
We'll probably consider this an anomaly and go back to the Atlantic. But if there are any more situations like this (or cockroaches running around), that'll probably be our last visit.