6/10 Good
Jan 25, 2025
Poor management during contraction in upper floors
We purchased an upgrade to a higher floor and the lounge access for $170. When we got to the room, they were using a jackhammer in the room above and we literally could not hear each other talk. We called down and they said it should quiet down shortly and that they would remove the resort fee for the inconvenience.our final bill has the resort fee and now I have to deal with getting it removed. The noise got worse and we called again to be moved, now we were in the 20th floor but no discount on the “upgrade to a higher floor”. They told us to take our existing keys and go to the new room and use them there. The new room was in a different tower at the end of a long walkway. The keys did not work. We used the hallway phone and waited 15 mins for help, finally the had my husband meet a manager back in the original room he was told they would be right up, he waited about 20mins before someone finally arrived. It’s a shame that the customer service and management are so inept. Because it’s a beautiful hotel and the rooms are great, with sofas and chairs, two TVs and just very comfortable.
Michelle
Michelle, 1-night trip
Verified Hotels.com guest review
