The Vanderbilt Hotel Suites

We haven’t even visited this hotel yet but I already feel compelled to leave a review based on our experiences of the customer service. There was a computer glitch when we attempted to book online and so I immediately called the hotel on Friday to speak to someone to try to get it resolved so that I wasn’t charged for an extra day. The person at the front desk was unfriendly and unhelpful and told me to leave a message for the manager, Natasha, and that she would call me back the next day. She did not call me back the next day so I called again on Sunday. I spoke to someone else. They were also unfriendly and unhelpful and seemed very concerned that no one would “blame them“ or “say [they] didn’t do something“ repeating again and again “you heard me leave her a message, right? So nobody can say I didn’t”. They, again, left a message for Natasha and told me that she works the next day and that she would call me back. She did not call me back or email me. So I called the third time, on Tuesday, and was told by a third unfriendly and unhelpful staff member that Natasha only works 9 to 5 on some days of the week. The staff person said it in a way as if to imply that this was obvious and that it was ridiculous that I was calling at 6 PM after I had gotten home from work. I called again this morning at 9:15, when I was told that Natasha would be there. I spoke to someone else who informed me that Natasha “doesn’t come in for at least another hour or so”. Planning on making my 5th call later today. Again, this is not commentary on the quality of the hotel or on any of the other staff members besides the front desk staff and the elusive Natasha. We are hoping that our experience there is better than our experience so far but I am so frustrated at this point that we’re considering just cancelling.

was a good expreience

Very clean, staff were friendly and patient.