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| - This was a nightmare of a visit. Let me tell you how it started a catastrophe but ended on a slightly positive note.
The wife and I were very excited to be in Phoenix, Az. We were in town for a roof-top wedding at a nearby venue. As we pulled up, I saw that the hotel offered valet parking. Due to the fact the underground parking structure was too far, we chose to utilize valet.
The valet experience was a nightmare. I parked my car in the line of vehicles waiting on valet service. The wife and I exited the vehicle and began to gather our belongings. I looked up and saw no vehicles in front of us indicating we were next. WRONG!
I looked up and saw about 5 valet employees screwing off on the curb. I had to yell, "Excuse me, you guys valet right?" They rolled their eyes and began to argue amongst each other. When they finally settled their dispute of who was going to do their actual job, a young kid approached our vehicle. He took our keys and gave me a ticket. But then he asked a nearby female employee for some help and she quickly replied, "You're going to have to ask someone else. I'm busy." She wouldn't help a fellow employee out and was a total jerk about it. The look of embarrassment on the valet kid's face was heart breaking. Talk about a crew that hated their job and was equally as unprofessional.
It carried over with the front desk personnel as well. We approached the front desk where there was a line of approximately 8 persons. There were 2 clerks working the front desk but when I approached the open clerk, she said she was not helping patrons at that time. So I went back in line were there were now approximately 10 persons waiting. It should be noted that when I came back down to the lobby about an hour later for a drink at the bar, the line was approximately 25 persons long.
As I waited in line, my wife took a walk down to the concierge to arrange a taxi. When she asked to have a taxi called in an hour's time, the concierge didn't even look up at her. She pointed towards the front of the hotel with her left hand and said, "There will be taxis out there all night." Given that my wife is a hotel manager in Los Angeles, she was appalled. At least provide eye contact if you're going to be rude!
We got to our room and saw that they presented a very nice room. We thought, "What a shame. This is a beautiful hotel. Too bad the service is so terrible."
Getting ready for the wedding, we both took showers. Everything was going smooth until I reached for the towel. Let me make this clear . . . . I would not wash my CAR with their towels. The towels at this hotel were extremely thin and stiff. Not only were we shocked that such a nice hotel would present this filth, but it ruined any momentum the hotel was building.
Due to the fact I was ready long before my wife, I headed downstairs to the bar for a glass of wine. The bartender was very friendly but I must admit, his appearance looked as if he just rolled out of bed. His attire was sloppy and wrinkled, his hair was a mess, and he was at least 2 days unshaven.
It was almost as if the hotel staff was rebelling against the management. There was no class in this place.
The only positive experience I had at this hotel came when I needed my wedding band retrieved from my car. I asked one of the valet employees to retrieve it for me out of my vehicle and he did so rapidly.
I will not be returning to this hotel. There are some things that can be overlooked but a common denominator of poor service is not one of them.
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