Posted Sep 16, 2016
Was expecting important phone call from the West Coast at an appointed time - caller rang my room repeatedly but phone in room was not working (did not ring). Front desk sent up maintenance man, whom I heard knocking loudly in the hallway on the wrong door. Had to tell him the phone problem was in my room, not the one across the hall. They were unable to fix phone, so they told me I could take the call in another room. Then when I was in the middle of the phone conversation, there was a loud knocking at the door. The head of housekeeping demanded to know what I was doing in another room! I had to take the time to explain to her that my room phone was broken, and that I had been given permission to be in this other room. She gave me a dirty look and left. All of this wasted several hours of my time and staff agreed to extend checkout time. Sorry, but a coupon for a drink at Houlihan's doesn't cut it. Won't be back. Also, hotel guide advertised a Wednesday evening complimentary "managers' reception" happy hour - but when I arrived downstairs asking about the reception, the manager on duty said "We haven't done that in two years."
Comment from Hotel Management
Sep 19, 2016 by Sarah, Hotel Management
Thank you for your valued business. We truly apologize for this inconvenience and sorry to hear that you did not have a better experience. We understand the importance of clear communication between departments and regret we did not have this under control. Many times these periodicals are copied from various places and the information can be outdated as unfortunately, you had experienced. We are not aware of the advertisement in hotel guide and will make sure to research this further and update as quickly as possible. I am sorry again you will not return as we know that we are better than what you experienced and welcome the opportunity to show that.