9.2/10 Wonderful! (1,070 reviews)
Pros:
Very nicely appointed, rich decor; sizable and quiet bedrooms, comfortable beds; very convenient downtown location; excellent food at restaurant (though very limited selections while under renovation).
Cons:
While the staff was friendly and tried to be helpful, there were a lot of service glitches and delays at the hotel; had to request housekeeping multiple times and they forgot to replenish some toiletries multiple days; 4 housekeeping carts and a used food tray were left in the hallway on our floor for over 6 hours one day; the hotel manager did not seem proactive after we informed him; Restaurant seemed understaffed with brand new servers; many tables were not bussed even with only a few tables seated. Had to request silverware on 2 occasions after food was brought to table; Porters stationed at front doors stood there awkwardly, no offer to help with luggage or open a door. Again, everyone seemed brand new to their posts and in need of training, other than a couple of the check-in staff.
We stayed at The Heathman Hotel last March during the library renovation and the staff seemed much better trained at that time. Things ran smoothly. We rated the hotel 5-stars then, now we have to give it 3-stars due to glitches/shortfalls in service.
Reviewed on Sep 14, 2026
