The River’s Edge is undergoing some top-to-bottom remodeling (not clear when the work is scheduled to be completed) and the ongoing renovation is creating some quality issues. One quality which doesn’t seem to suffer is the customer service. I have stayed here twice in recent days and the front desk staff (with special kudos going to Hillary) have been super friendly, accommodating, pleasant in responding to requests and helpful in answering essential questions relating to food, fitness, directions and where amenities (ice, snacks, water, etc) have relocated inside the hotel. The adage - “The cream rises to the top”, is true for customer service excellence when staff are bombarded with phone calls, guests checking in, guests checking out, guests needing to stow luggage, guests needing directions and guests needing special requests met….and most wanting their “needs” met without hesitation! I actually observed this firsthand when a front-desk staff member (Hilary) was swiftly and pleasantly giving her all in an example of some of the best customer service skills I’ve seen in a long time.
Other staff were exceptional as well and not caving to the added stress and chaos an extensive remodel can bring.
The rooms are ok and definitely in need of some upgrades.
The only area I observed subpar quality in was room cleanliness. There were hairs in the shower/tub and the room refrigerator was in serious need of deep cleaning and odor removal. Both stays had cleanliness concerns.
