Booked this hotel for a special birthday staycation, expecting great service given its superb ratings. Unfortunately, it fell short.
At check-in (2 PM), we found our fridge wasn’t cold—an issue as we brought a cake and wine. We called concierge, waited 30 minutes with no response, and informed them before heading to lunch. By 5 PM, the fridge was still non-functional. Concierge gave excuses, claiming the previous guest had changed the settings. When we requested a room change, they falsely claimed the hotel was fully booked (despite availability online). After much back and forth, they finally replaced the fridge. The staff member handling it was unapologetic and even stopped mid-task to take a loud phone call.
Another issue arose with food delivery. We called ahead to confirm concierge would bring it up. They said yes, so we ordered. We fell asleep waiting and later saw a message from 30 minutes prior that it had arrived, but no one brought it up. Only after calling did they send it, making us wait another 10 minutes.
Overall, this was one of the most frustrating stays I’ve had. I had high expectations, but with new management, service seems to be declining. Hoping they improve before it gets worse.
