Unfortunately, we were not pleased with our stay specifically due to to our room request and also one of the hotel’s policies.
Regarding the room : The day we arrived we checked into our room only to be informed that we did not have a shower head attached to a wall as in all normal hotel showers I’ve ever used. Rather, it was a jacuzzi tub with an extendable arm hose that could stretch to about 5 feet in height. This setup also had no glass surrounding the tub to prevent the water from getting all over the floor. I am 6ft. tall and this was totally unacceptable . Furthermore, my girlfriend slipped on the wet floor but fortunately only bruised her arm.
Knowing this is not a normal feature at any hotel we contacted the front desk. They then began by stating to us that the unattached shower hose is standard in your rooms and that there were no more rooms available regardless. We then asked another guest of the hotel about their room and they stated they had a normal shower with the shower head attached to the wall. Confused, we called the front desk a 2nd time and told them what we heard. The front desk receptionist then mentioned they had another room available if we would like to see it. So we checked out the next room. It had the same exact feature… an extendable shower hose, and nothing mounted on the wall. Baffled at this point, we became very agitated and demanded a new room or a refund and we would find a more suitable hotel. The front desk notified us about an hour later that they had a room for us to check out but it would have to wait until the next morning.… We agreed to and eventually checked out that room and it was what we had expected from day one. We finished our stay at this room.
Now, here is the issue regarding the hotel policy that we have a problem with. We were in town for a family wedding. The majority of our family was staying at a neighboring hotel. There was one couple (members of the wedding party) that was staying a considerable distance away. They asked us if it was ok for them to change into their wedding clothes in our room because it was a 20 minute walk to our hotel where the wedding shuttle was picking us up. Absolutely! We said yes only for them to be confronted at the front desk and told they would not be allowed into the room. I spoke with the receptionist and told him it would only take about five minutes and we would greatly appreciate it. He showed zero regard (robot-like) for my request and, instead, led them into a small bathroom/closet area and were told to change there. We were devastated and totally embarrassed for them to be treated this way on the day of the wedding. The receptionist showed zero emotion or empathy….totally classless. It was utterly disgusting the response and lack of care that your receptionists displayed. A robot would’ve been more sympathetic to the situation.
At over $500/night, I think your employees should display more of a courteous and helpful manner than that of a robot with automated responses.
Upon checkout, we were surprised there wasn’t even a small offering of monetary return for our hassle with the showerless room or for family simply wanting to change clothes in our room. This policy should be clearly visible and made know to your visitors so they have the option to seek another hotel before it’s too late like what happened to us.