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| - Let me start off by saying, the location of this hotel is fantastic, and I would probably return here, solely for this reason.
The rooms were adequate, and clean, although we were unable to get a renovated room since they were all booked up at the time of our stay.
The major downfall of this hotel was the way we were treated by the hotel front desk staff and the security guard. There was an incident with security, when my boyfriend and I were woken up by a huge security guard pounding on our door at 2am. Scared out of our minds, we opened the door when the security guard proceeded scream at us that "if we continued throwing glass off the balcony, we would be kicked out of the hotel." In a state of shock, we tried to explain to him that we had been sleeping since we got in, and hadn't even been out on our balcony that night. He continued to shout, and called us liars, and said we would be thrown out of the hotel. We were litterally standing there in our PJ's getting screamed at by a 250lb security guard at 2am, for something we did not do.
After he left, I immediately called the front desk and asked to speak to the manager. The person on the phone told us he was the night manager, and when I proceeded to tell him what had just happened he screamed at me to "STOP LYING" so loud that my boyfriend could hear it through the phone.
We stormed down to the front desk, and went to speak to him in person. He proceeded to yell at us and cause a huge scene in the lobby, which was not only humiliating but also exhausting, until I think he began to realize that maybe they had made a mistake, and told us he would "maybe have to" review the security cameras again.
The next day I went down to speak to the hotel manager, who was not there, and was told by the woman working at the front desk, that they had in fact made a mistake and offered me a free continental breakfast for my trouble. Since I was unable to sleep that night, and was pretty much traumatized by the whole incident, I decided a free breakfast wouldn't do and asked to be reimbursed for the night. (And trust me, I wasn't milking this, the way we were treated was the most disgusting thing I've ever experienced in my life, and a chain hotel probably would have comped out entire stay.)
This was the second night of our 3 night stay, and she was unable to compensate me without the hotel managers permission.
Finally the next day the hotel manager met with me and refunded me for the night. Although she was very unapologetic and told me "people make mistakes." Of course I am well aware that people make mistakes, but they way we were treated and screamed at by the security guard and the "night manager" was beyond appalling and down right inexcusable.
Not to mention, seeing the security guard the next day was pretty awkward, and made me very uncomfortable for the rest of our stay.
It was very unfortunate that this had happened, because otherwise our experience here probably would have been top notch. Since we were finally reimbursed for the night, I probably would return, but only because the location is so great.
Hopefully my next experience here will be better, and won't involve getting woken up by a raging security guard banging on my door at 2:00 in the morning.
Oh, and I totally forgot to mention, that although the hotel provides shampoo and soap, they do not have any conditioner. I usually bring my own when I travel, so it's never really an issue, but the one time I don't, the hotel doesn't have any - go figure.
Another negative, there are no ice machines for hotel guests to use. So every time we wanted ice, we would have to call down to the front desk, and be connected to room service. This seemed absurd to me, since the delivery person expected a tip each time (for ICE!) and the second time we called down for it, when he got to our room he told us it was $2, even though the first time there was no charge. Unreal.
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