Glass Light Hotel & Gallery, Autograph Collection

Appalling experience at reception. Hotel was oversold. When I arrived to check in, the reception desk agent told me to wait while she fiddled with some post it notes. She then said I didn’t have a reservation so I called ******* and they said the reservation was there. A second reception agent came out and said that I did in fact have a reservation but that the hotel was oversold, so they had canceled it and were not going to charge me the cancellation fee. Why didn’t the first agent tell me that? I don’t think she understood how to use the computer - hence all the handwritten post it notes, one of which listed a password. There was no apology, no offer of compensation, alternate hotel suggestions. Nothing. ******* was able to cancel the reservation but it took a while and I have to wait 10 days for the refund to show up on my credit card. This is not an issue for me but it could be difficult for someone who runs a credit card balance and is close to their limit. Again, no apology for the inconvenience. Simply put, the first receptionist was unqualified for her role and unfamiliar with the hotel procedures. She also looked unprofessional - more like she was ready to serve burgers not greet guests at a four star hotel. In hospitality the first impression is everything. When you enter a luxury hotel you expect to be greeted by qualified staff wearing professional attire. This was one of the worst hotel experiences I have ever encountered. Thankfully, I was able to find a room at another hotel for half the price, and with competent front of house staff.

Not a good experience. During the reservation it asked what time I would like to check in. Then it asked that I call an hour before that time to ensure the room would be ready. I called two hours before time to let them know I was running behind and I would not need the room until 2 hours. She assured me the room would be ready. I arrived two hours later and the room was not ready. She stated she would out a speed on the room to be cleaned. It is now an hour and a half since I attempted to check in. The room is still not ready. Also, there is no ramp to roll your suitcase on to enter the hotel. The entrance door is a pull door and not a push door which makes entering the building a little difficult with luggage. The customer service at the front desk was not too tier. I have stayed in other hotels that were not as expensive as this hotel that offer better customer service and accommodations. I have not checked into my room and I can already say just from my experience so far I will not stay here again. I have had a much better experience at other hotels. We reserved a suit maybe the suit will give me a reason to come back and maybe write a more positive review. Fingers crossed as I am still sitting here waiting to get checked in.

Perry Glass Gallery is exceptional. I enjoy viewing the pieces available on exhibition at the hotel. The staff was very accommodating when I had an issue which they remediated quickly and to my satisfaction. We definitely will stay here again.

Amazing and unique Without a doubt, one of the nicest places we’ve ever stayed. The service was unbelievable, and the glass exhibits really made it unique. Can’t wait to go back.

Second stay at this hotel. First time fine, not great; this time terrible. Staff was unprofessional and unhelpful. Completely screwed up our reservation, crated a lot of stress after a long trip, and made it clear they were uninterested in helping. They seem to have a “not my problem” attitude. During the rest of our stay the staff showed again and again that they do not care about guests. I have an annual trip to Norfolk and I will look elsewhere.

Unique and modern Hotel was close to many restaurants. The hotel was full of many beautiful and unique art work. The room was modern and unique. Shower was amazing. Sliding door to the bathroom was only negative