Nice hotel, but unhappy with service.
Posted Dec 6, 2016
First, the good. This hotel is beautiful and well maintained. Our room was very nice.
Unfortunately, our room was also not what we reserved. We paid in advance for a specific type of room, but it was not available when we arrived. The room we were given was effectively a downgrade, but we were offered no form of compensation or refund. Furthermore, the first key card we were given did not work. Apparently the hotel recently switched to RFID cards, and the employees haven't quite figured them out yet. It was frustrating to spend the day traveling, only to have to experience difficulties just getting into our room.
While I was at the front desk getting my key card replaced, I overheard the couple next to me complaining about the same issues. They also did not receive the room they reserved, plus they had problems with their key card. The gentleman at the front desk who helped me was polite and helpful. However, the gentleman who helped the other couple was rude and condescending to them. I would have been quite upset had I been talked to in the same way.
We won't be staying here again. Despite having nice rooms, I am not willing to pre-pay for something when the hotel isn't concerned with holding up their end of the bargain.