Easy parking, great location and I believe they will get better, just not there yet. I am…read moredisappointed I booked this hotel for a week during their growing pains. The other patrons and staff at the bar in the evenings commiserated as well about their experiences.
I ran into a wonderful man, Hudson from Brazil, who is the project manager for the hotel and was observed working on finishing touches this week and working hard. Email me if you have any questions as I share the following review:
At Check in - was not told about amenities or reward points system.
MANAGEMENT has been scurrying about this week, agitated and trying to figure things out during the new ownership. The growing pains of transferring ownership are apparent and transferred to the hotel clients. Here are examples:
SUSTAINABILITY: Every floor has a room with an ice machine, microwave and water/seltzer dispenser at the vending room temperature is 20 degrees hotter than the hallways. Every room has glass water bottles which you have to refill. I wonder how they clean these bottles? The neck is pretty tight. Great concept although not sure how sanitary.
The front office manager screamed or spoke in a high tone to the staff looking for receipts - save it for a time when customers aren't around. OR talk softly to your staff in your office.
BAR area: The POS System at the bar... not working & Limited wine selection. Evening lighting in the restaurant bar area - doesn't need to be full force. They preach energy efficiency and sustainability but don't practice it. Dim the lights!
BILLING: Destination fees: not explained at the front desk, even if you dont use the shuttle, or the medites, you are charged
AMENITIES: wading pool was closed, outside seating area was not accessible, the shuttle is by appointment (if you know about it), and the gym .. well just average hotel equipment.
COFFEE: Is this coffee discrimination? not served or available in the lobby.
They offer tea for free but you have to pay for coffee. The practice is inconsistent...One day, you get coffee in the lobby, one day in the staff office, one day the restaurant gives you a cup... and then suddenly you have to pay for it using a coffee machine located in the little shop. Staff aren't sure, and I asked and received different responses. Day 5 - they just started offering coffee in the lobby area, for a photo shoot only. Day 6 - you have to pay although if you are a Delta Airline worker, you get coffee for free. The restaurant response "let me look for some cups" one day.
IN ROOM EXPERIENCE: The Mixpresso machines in room don't work 100% of the time, and pods are espresso pods. They have cute sipping cups which is all you get from the machine - a few sips worth.
The clothes steamer works well in the room, the hair dryers are old and two died on me this week, the decorations are modern with wood like flooring. You don't get extra comforters, just the sheets and a blanket. Bathrooms are spacious. Bed is comfortable. Air conditioner / fan is loud.
The rooms are vinyls wood and lift easily - they need to use better glue. They have carpet runners on both sides of the bed and weren't glued down straight, great concept, but when yo try to straighten them, the wood flooring comes undone.
FRONT DESK STAFF: staff are not empowered, the response of "I don't know, I am new here, the staff called out and I cannot leave the front desk, or we don't have a shower cap or extra coffee pods or extra blankets", are just not customer service. On weekend the staff had her son playing on the computer at the desk. Adopt a "Get to Yes" culture here.
HOUSEKEEPING staff: they apparently have two different groups, one that gathers towels and wipes down the room, and one that replenishes? The first few nights I did not get replenishment of cups or coffee pods, and was told that is not what I do.
