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| - I wanted to give a 1 star based on experience, but to be fair the property and rooms are very nice and in a great area. We stayed over the weekend to celebrate my birthday and our checkout pretty much sums up our experience. We went to lunch and grabbed dessert to go so we can eat in the room and watch a show before checking out. When we got back to our room we saw the cleaning ladies throwing away all of our food in the fridge and drinking our drinks. This was the final straw, we were going to overlook everything else that went wrong over the weekend, but this set me over the top. Without going into too much detail there is definitely a lack of communication at this property. Left hand doesn't know what the right hand is doing. Make sure you get everything in writing if you can because the front desk manager David is a part time attorney (sarcasm). I went to front desk and David wanted to "argue" in front of all the customers. Customer service 101 take an upset customer to a back room or away from other customers. As mad as I was I even asked if he wanted me to go into detail, hoping he would take a hint that it would be a while and not good stuff. He said "sure, go ahead"; so I did.
I let him know about check in problems, concierge problems, and promises that never happened. Most of all I let him know about our stuff being thrown away when we confirmed that morning with the front desk our 4pm check out. He told me that I should have confirmed at check in with the front desk our checkout time. I let him know that we called the same day and he pretty much drilled us on name, time, etc as if he didn't believe us. I pulled out my phone showed him the number I called and the time and he responded with "well, I cannot confirm what you discussed on that call." a.k.a "I don't believe you." I then brought up that I am a Gold member making a point that this isn't my first rodeo and I have stayed at several Marriott/SPG hotels before and have never had this problem ever. He obviously didn't understand my point because he said "all of our members are given automatic Gold", a.k.a. "your Gold status doesn't mean anything to me."
Long story short, the hotel is nice and the employees outside and around the hotel are nice. Even the cleaning ladies were nice, I told them I wasn't mad at them because it wasn't their fault it was obviously the communication between the front desk. They did pretend to not speak English which is a pet peave of mine...they didn't know what to do when I started speaking Spanish though lol. We were going to buy a package to come back to the hotel, but after our experience we decided to pass on the offer.
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