★☆☆☆☆ — Request for Management Review
I’m leaving this review because my Valentine’s stay did not reflect the standards expected from a property of this reputation, and I would appreciate management reviewing what occurred.
I booked the romance package and had difficulty reaching concierge prior to arrival — calls, texts, and emails largely went unanswered while trying to plan. At check-in, we waited 47 minutes with no acknowledgment or apology. We then missed our dinner reservation because valet informed us retrieving our car would take about 30 minutes. When we returned for assistance, concierge was closed and the front desk offered minimal solutions. A manager converted a $50 massage credit into a hotel credit and suggested room service, which did not resolve the situation.
The room itself was clean but showed clear maintenance concerns: peeling wallpaper, visible water damage above the shower, a loose bathroom mirror, and melted plastic stuck to the iron that ruined my husband’s shirt. The champagne and strawberries included with the package were fine, but nothing about the experience felt special or aligned with the expectations set by the hotel’s branding. Not a single staff member even acknowledged Valentine’s Day, which was surprising considering the package theme.
At checkout, the apology felt routine rather than responsive, which gave the impression these issues may not be uncommon. That was honestly the most concerning part.
For comparison, we’ve had far more attentive and proactive service at other Seattle hotels, including Silver Cloud SODO, where communication and guest care felt genuinely prioritized.
I would welcome direct contact from hotel management to discuss this stay, as the service, communication, and room condition did not match the price point or brand reputation — though based on our experience trying to reach staff, I’m not confident that call will be returned.