Our stay at this hotel was dreadful and we will never return. My wife and I booked this hotel several months before arriving. We booked the balcony corner suite on the top floor. This stay was supposed to be a relaxing time after we celebrated our belated Honeymoon and 1 Year Wedding Anniversary. My wife is in healthcare, and we have been waiting for this trip for a very long time and it was very much anticipated.
We arrived at the hotel quite early, earlier than expected around 9:30am. We notified the front desk that we arrived and would like to get into the room whenever it is ready and understanding check in will be later. They wrote our phone number and said we'll 'rush' the room for us. A couple hours go by, and we check back in with the desk - the guests have not even checked out of the room. So, that is Lie #1. We check back around noon and the desk says the room is vacant now and will 'rush' the cleaning - Lie #2. 3pm rolls around and the front desk tells us the room isn't ready yet but will call us. 4:30pm arrives and I get a phone call that our room is ready. Pitiful service so far.
We go to the room, and it is a 3rd floor corner view of the valet and NOT the high floor, corner suite with balcony overlooking the water. We call the front desk and speak with the Manager, Jesse. He was polite in tone, but I felt like I was pulling teeth to find a solution. The manager told us that they gave the room to someone else. Wow... why couldn't they tell us that in the morning? Nope, they made us wait around all day. Next, the manager mentioned room rate reduction based on today's rate. Well, the room rate that day is much higher than it was when we booked. The manager informed us they made the mistake and he said he can grant us access to the M lounge. Of which is only serving potato chips, coffee and soda. Hardly anything to make this right. More lies about scenarios and pricing and what they can do to help. Blah Blah Blah. Finally, after several hours of negotiation with the manager, I was able to get some room reduction costs and a future 1 night stay. No discount on hotel breakfast, or drinks, or dinner. This is not how I wanted to spend our days in Seattle.
I am shocked at how we were treated. Frankly, the only employee who smiled at us was a housekeeper named Rosemary who was very helpful, indeed.
Finally, one of the ladies at the front desk, I will not list her name, was calling me (a mid-thirties married man) 'Honey' and 'Sweetie' at several different interactions and in front of my wife. It was passive aggressive to say the least as she was downplaying the issue at hand. Saying things like, "these are tough things that happen, Honey" when attempting to provide some type of empathy is disgusting. Ugh.
This hotel truly failed, failed and failed again and we spent the last days of our trip arguing and being pushed around by the hotel.
We felt more comfort from strangers in Seattle as we explored the city and pure strangers were more empathetic and kinder than the hotel staff who are in the hospitality industry. read more