Had an awful experience sending my parents there for their anniversary. The staff and management of the hotel are very inexperienced and were a complete disappointment throughout the booking process and duration of stay. Additionally, the room key system was not working and staff had to walk people to and from their rooms as guests could not use the elevator on their own or open their own rooms. I made the reservation with my credit card online, and wanted to call and make sure that 1) my parents are listed as guests on the reservation so they can check-in and 2) they can use my credit card on file for the duration of their stay if they wanted to get additional food, drinks, etc. The goal was to send them to an all expenses paid getaway. Had to call 7-8 different times on different days, until someone was finally able to confirm that they are added to the reservation as guests and it will not be a problem to put the charges on my credit card (they would put a note in the reservation this is a prepaid getaway present). Most of the other calls went either unanswered or went to an new associate that had no idea what to do and had to reroute the call that then went unanswered. On the day of the check-in, the reservation could not be found under my father's name (embarrassing experience), and then takes a while to find it by the booking number because it got ”lost” in the system. Then they were told they had to use their credit card for the entire booking and any additional purchases (another embarrassing experience, after thinking you are going to an all expenses paid getaway), and now we have to trade receipts for reimbursement. Then throughout their stay the room access system was broken and they had to get walked to and from their rooms by an associate with a master key, completely unacceptable. The location of the hotel and hotel grounds are incredible, but the staff is completely inadequate and management incapable. Would not return until there are some top down changes in how this place is run.
Excellent
44 Reviews