After staying at this hotel for years, this visit was incredibly disappointing—and sadly, it will likely be our last.
We were misled about the room we were booking. While the room itself was large, it did not have the specific view we had requested and believed we were getting. When we brought our concerns to management and mentioned that we had been loyal guests for years, the response was essentially, “Everybody has.” That one comment said everything. Rather than feeling valued as returning guests, we were made to feel invisible and unimportant.
For a property charging luxury-level prices, the experience simply doesn’t match. There is no complimentary water—not even a bottle in the room. If you want water, it’s $7 a bottle. There is also no food available to purchase on the property. At this price point, hospitality should be about anticipating guests’ needs, not nickel-and-diming them. No coffee available except 2 a day in the room, no water station.
The location is excellent, and unfortunately that is about the only positive thing I can say about our stay.
What disappointed us most wasn’t the room or even the $7 water. It was how little we felt our business mattered. Hotels can have beautiful rooms and great locations, but true luxury is about how you make your guests feel. We left feeling that our years of loyalty meant absolutely nothing.
After this experience, we’ll be spending our money somewhere that understands that.
After staying at this hotel for years, (and with family so usually book 2-3 rooms) this visit was incredibly disappointing—and sadly, it will likely be our last.
We were misled about the room we were booking. While the room itself was large, it did not have the specific view we had requested and believed we were getting. When we brought our concerns to management and mentioned that we had been loyal guests for years, the response was essentially, “Everybody has.” That one comment said everything. Rather than feeling valued as returning guests, we were made to feel invisible and unimportant.
For a property charging luxury-level prices, the experience simply doesn’t match. There is no complimentary water—not even a bottle in the room. If you want water, it’s $7 a bottle. and you have to go to the front desk to purchas. There is also no food available to purchase on the property. At this price point, hospitality should be about anticipating guests’ needs, not nickel-and-diming them.
The location is excellent, and unfortunately that is about the only positive thing I can say about our stay.
What disappointed us most wasn’t the room or even the $7 water. It was how little we felt our business mattered. Hotels can have beautiful rooms and great locations, but true luxury is about how you make your guests feel. We left feeling that our years of loyalty meant absolutely nothing.
After this experience, we’ll be spending our money somewhere that understands that.
