Beautiful hotel. Service disappointing.
Posted Feb 3, 2017
I have no complains about the hotel as it is beautiful. However, the staff will need more training. After arriving in our room, I called for a kettle to be brought to our room. After waiting for almost an hour, I called again to remind them I need a kettle, a kettle was quickly brought to our room, meaning they forgot about it the first time. Another thing that irritated me was that the hotel staff craved for tips. When we had our luggage brought to our room or had the valet parked/retrieved our car, a few staff would have their hands out ready to receive tips. This, in my opinion, was rather rude. So, while a nice hotel, the service ruined the experience.
Comment from Hotel Management
Feb 6, 2017 by Vern Lakusta, Director of Hotel Operations, Hotel Management
Thank you for taking the time to share these concerns with us. I am pleased to note that you enjoyed our lovely property and your accommodations, however I am most disappointed to note the service issues which you have mentioned. This is not indicative of our brand standards or protocols, nor even of a typical stay at our hotel, which has long been known for our high service standards. Please know that I have addressed these items in detail with the appropriate teams and managers so we take care to make the necessary adjustments and these issues do not occur again. It also may be worth noting for our guests that although we are indeed not located within walking distance of shops and restaurants, we do offer a complimentary guest shuttle that may take guests to and from local attractions upon availability and request. We hope in light of our continued efforts to offer superb service and amenities, you will consider returning again so we may have the opportunity to show you a flawless visit.
Director of Hotel Operations