The hotel has decent rooms and is generally quiet and clean, but the service is lackluster, at best. When we arrived, we asked to check out one night early, and the manager who checked us in failed to modify the official record, though he put notes on the account about our shortened stay. This caused drama the next day, but it was resolved. Also, at arrival, we expressed a STRONG need for coffee so that we could perk up and go to an event. We were told a coffee maker would be delivered to the room, but that didn't happen. Despite several requests, after about 90 minutes, we left the hotel in search of coffee. We were even texting with "Roman" that we were upset that we couldn't seem to find coffee in the hotel or get the promised coffee maker. Later that night, calling again, we got the coffee maker, but we didn't notice it was missing its water reservoir. We just couldn't win! :(
On the first night, we were unable to get the AC and heat to work to keep the temperature at 72. The system either blew cold or hot air, nothing in between. We also had a bathroom light that we couldn't turn off. So, we had a mediocre first night's sleep. The next day, we had maintenance fix the light switch in the bathroom and we also played with the HVAC system, but it seemed to work ok during the maintenance visit. We should have pressed for a deeper look.
The beds were decent but the pillows were synthetic. We prefer feathers. The towels were rough. The hallways and the Abaca' restaurant were cold/chilly. The elevators were very slow and wonky. One time, we had to wait many minutes to go downstairs.
Breakfast at Abaca' on our first full day was good, but, on Saturday, brunch didn't start until 8am! This didn't help our timing for eating and getting to the airport at all. Several people were drinking "lobby coffee" (which gets cut off at 9am!) and they wanted breakfast, but it was too early. When we rearranged our plans, we finally got to brunch, but the service was slow.
We would have given this hotel one star, because of the coffee issues on arrival (this is barely a two-star joint if they can't even help you get coffee!), but Mary, at the front desk, who is a five-star employee, saved the rating. Mary and her companion were delightful AND helpful. Forget the rest of the staff. These are your go-to gals.
Overall, I wanted to give the place one star because I shouldn't have to make numerous phone calls or write several texts to a "supposedly-monitored" (but not really monitored at all) number to get coffee. And it shouldn't take 7 hours to get a coffee maker--if you're going to offer one then give it to me, WITH a water reservoir! However, MARY saved the review and I'll make it two stars thanks to at least one stellar performer.
I think you can find better hotels with better service if you want to stay at the wharf.
