So, rather than making a snap judgement, I waited until the last night to do this review. Before you read further, I stand by my initial impression of the Imperial versus the Crowne Plaza. The location alone makes it my preference. That being said, my further understanding of the service culture and indigenous expectations in that regard moderates some of the negatives I will raise moving forward in this review.
I have been educated by an Irishman about service expectations. The Irish are very patient people, so by American standards, "slow service" is relative. What I considered slow service at the Crowne appears to be normal service after my experiences at the Imperial. Unless you are being served out of order (which is unacceptable anywhere) the time it takes for them to get to you may seem excessive at times, but may be the norm. If you make your displeasure known, the reaction will vary from indifference to insincerely apologetic.
At any rate don't expect fast service, especially if busy. Also don't expect to be serviced by one person on whom you can focus your pleasure or displeasure. Whoever is available at the moment is your best bet. Hence the apparent indifference to the need or expectation of tip. Except for the more experienced service workers it is neither expected or appreciated.
So that pretty much brings me to the callouts at the Imperial. The more experienced staff know how to act, but it is clear they are the exception and most of the workers are ill-trained for the service industry. While almost always courteous, they are rarely attentive or sensitive to the fact that you are a guest. (I would compare to McDonalds employees in a hotel setting.) So the local bloke who is a daily visitor will trump the hotel guest when it comes to attention. If you tip and ingratiate yourself with someone who gets it, you will always get superior service when THEY are there. Otherwise expect the norm.
The hotel itself is utterly charming and well presented. Yet it is clear this is a local venture, so even with the redesign and upgrades, there are some misses. The trim in the bathrooms prevent the new toilet seats from resting properly in the upright position, so for males wishing the seat up, you will need to hold it. (Too bad for couples.) But the rooms are lovely, and the Crowne has little on them besides some amenities. (You need to request an ironing board and iron.)
The food is great and well presented, despite the HUGE variety of options just steps away. I was told there were "several" pubs and restaurants in walking distance. THERE ARE DOZENS, and with my overweight self, I discovered as many or more during my jaunts. That is the true allure of the location. Shopping at all levels and types.
Now, putting my business traveler hat on, there are a few more issues. The WiFi in your room is adequate but not the best. Some Marketing idiot thought it was a good idea to make their landing page to be their Facebook page, which makes connecting a challenge. Not to mention it's a bad idea unless you know most of your posts are positive. And you only find out there is "good" WiFi in the lobby, restaurant and pub if you followed the advice above and get the tip from the seasoned guy or gal you made friends with earlier.
All in all I have enjoyed my stay and plan to book this location for my January return, but cannot recommend it to my colleagues unless they are willing to accept these caveats. If only here for a day or two, stay at the Crowne. If here with any down time, the Imperial is where it's at. read more
