Service failed to meet 5 star expectations-
Posted Oct 7, 2015 on Hotels
Intentions by all staff were good but as a whole, staff failed to perform. Would you like morning paper, yes, but it never arrived. Luggage left for two days w them, but upon our return it took 3 calls and request at front desk before it was sent to room. Concierge arranged for driver to give tour, and despite request that driver speak English, he did not. Concierge booked driver on wrong day. Most important, despite being a non smoking hotel, we were given a room that reeked of smoke. The staff came up with noisy machine that ran for an hour, but failed to clear room. At 10:00pm, we were told we could move by Adam at front desk who then gave us beautiful Presidential Suite. Of all the staff, Adam was most responsive and deserves praise. The others failed in every other request. This was not 5 star service.