I chose this hotel for my birthday stay because it is part of the American Express Fine Hotels & Resorts (FHR) collection and belongs to the Marriott International brand, where I have been a loyal member. I made my reservation through Amex FHR in January for two rooms in May, noting that it was for a birthday celebration and requesting two rooms next to each other. I received a response stating, “We look forward to impressing you with our welcoming southern charm and well-appointed accommodations.” Unfortunately, that expectation was not met.
At check-in, the receptionist was not aware of my prior request or the hotel’s earlier response. While they were eventually able to arrange two connected rooms, there was no acknowledgment of my birthday—no upgrade, greeting, note, or small gesture from the staff, which was disappointing given the occasion and the FHR standards.
During our stay, there were also maintenance and service issues. In room #1721, the shower lever worked on the first day but stopped functioning the following day, and the door chain was missing. Additionally, when my 3-year-old son threw up around 10 PM, I expected housekeeping assistance to change the bedsheets. Instead, we were only provided fresh linens and had to replace them ourselves.
At checkout, I was assisted by Edith, the Director of Reception. I was surprised that she did not appear fully familiar with the Amex FHR benefits. As I understand, the booking includes breakfast for two (up to $30 per person) and a $100 property credit. Before heading to breakfast, we confirmed with the front desk that the $100 credit could be applied toward breakfast. We chose the buffet, which was $38 plus tax per person. The total for two, including tip, came to approximately $100. However, she insisted on charging an additional $40, which contradicts the earlier confirmation and the FHR benefit structure.
Combined with the earlier check-in experience, this suggests that staff across multiple levels may not be adequately trained on Amex FHR benefits or aligned with information provided through the Amex Travel portal. In addition, I found Edith’s service to be lacking in hospitality—her tone felt cold, and her communication came across as abrupt and overly loud, which made the interaction uncomfortable.
As a note for other FHR guests, valet parking ($62) was not eligible for the $100 property credit during this stay. This appears to be a negative change, as I was able to use the credit for valet parking during a previous stay in January.
Overall, this was a disappointing experience that did not reflect the standards expected from a property in the Fine Hotels & Resorts collection. Given the price point and branding, I do not find it to be a good value and would not choose to return. I would rate this stay as below average.
