PSA: I have not stayed here as an actual guest, but I spent a signifsnt amount of time here recently for a business conference I attended. I am also blind, which may have played a significant factor in my experience.
The service at this hotel seems to be "variable," at best. At worst, the staff seems to be nice, but either chooses to ignore issues or dismiss liability.
I visited this hotel for four days in October 2024 for a business conference I needed to attend. I chose to stay at home, rather than opting to book a room at the hotel, which I think may have been a good choice. The first day I came, I had a positive first impression of the staff... they were friendly, approachable, helpful, and courteous. Or at least they seemed to be...
On day two, I came in early for a breakfast in one of the private dining rooms. One of the first things I noticed is that the wait staff didn't seem to communicate very well with me at all, and almost seemed like they didn't understand the questions I asked them. When I tried to ask them something, they would either just repeat what they had just said, or walk away from me and ignore the question altogether.
The next day, I had a similar (if not worse) problem during lunch service. I expected them to be aware they were serving multiple blind people and that they would address them accordingly, but they again failed in communication and didn't even give me a meal despite pre-paying for one through the event coordinators. When I approached the front desk about this, I was relegated to the Banquets Manager, who stated that his staff was the ones serving our group through the event. When I asked him why they refused to serve me or even communicate with me about anything, he simply told me that "most of the servers don't speak English," which is a huge red flag when you're in an area where that is the primary language. Rather than trying to troubleshoot solutions himself, he instead deferred me to the event organizers for my conference, which wasn't very helpful since the main issue here was the staff--NOT the organization or the event. The Banquet Manager's attitude towards the situation as a whole seemed rather dismissive to me, and he abruptly exited the conversation when he found someone from our group. In my opinion, he should have taken steps to avoid any similar incidents from happening for the dinner banquet to happen later that evening, but thankfully my mother came with me that night and found a server who spoke Spanish (which is her primary language, even though she speaks English very well), so she was able to communicate to her at least, but that still isn't an excuse for how the situation was handled.
I also lost an item during the time I was there and never found it, nor did they let me know if they did. This was definitely my fault, but I wouldn't be surprised at all if they just set my info aside and ignored that too.
Overall, I'm not sure how I would recommend this hotel based on the service I received, but then again the service may have been better if I was an actual paying guest staying on property, instead of a visitor attending multiple days in a row for an extended period, while going home to sleep and eat in between. I don't think I'll be going back anytime soon, and will likely avoid recommending it to those I know, but I'm still very dissatisfied by the service shown to disabled patrons visiting the hotel, and this needs to be improved for the future. Take this for what it's worth. read more