In Jan/2020, I rated this hotel as 4/5 - roomy, clean, friendly staff. But not this time around! This time around, major issue blatantly noticeable was the extremely rude front desk staff - just warm bodies, without any hospitality or service. You sense they don’t want to be there and prefer not being bothered with any questions or needs. Requests get ignored: Had requested rooms appointed close to each other for 5-Executive Suites with reservations and requests made months ahead and reminder calls closer to arrival date. Rooms handed out were on 2-different floors in separate areas of each other. Concerns get ignored: One room reported bathroom faucet spurting water out too far wetting the person each time. That couple had to use the kitchen faucet for 3-days before someone came up to fix the bathroom faucet. There was no explanation for the delay (because all it really took was a reason of why it couldn’t be done and if reasonable -ie, no maintenance staff on the weekends, it’d at least provide an answer and not just being ignored.) One room was way too toasty, thermostat didn’t work. No fixes. No fans. No explanations. Just ignored. More than one room had broken window blinds (slats left on the floor-perhaps dropped off and one slat in front kitchen pantry/closet). Was told to submit issue online. I told front staff to just put in a note that the blinds were broken so we wouldn’t be charged for incidentals. Answered with a blunt “ok” or “done”. — really curt answers. No courtesy or manners in addressing clients. Never ever a “Thank you” - by no means, why? Our respective flight out got cancelled and we came to ask for courtesy late checkout at 12noon. The last couple asked after dinner was told to come back the next morning at 7am to ask instead of just taking the room number down as was done for the other rooms. We were told there were 16units available by another guy if we had to stay an extra night so availability wasn’t an issue. People get ignored (he, the front desk guy practically ignored us for checkout with being next in line. Ultimately called by the gal who wasn’t that much better but at least helped us check out). The rudeness was felt by all 9 of us in 5-separate Executive Apt Suites. It really shouldn’t be happening to any one of us, let alone all of us. This level of service is not expected from a top ranked hotel establishment but here we have that happening. If you could overlook all that, don’t deal with front staff, never mind a less than well maintained room, then it could be an ok stay. It’s now a 2/5 rating - at least for me (& my group). Just beware service can greatly add or detract from the overall hotel experience and reputation! Hope the management can work on this for future and returning guests to make it pleasurable!
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