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  • This hotel was like your stomach after a great meal. It was good going down, and then it wasn't. Some things operated fantastically, and some failed miserably. The valet folks operated like as you'd ever want. They had the door open, the car up quick, greeted me by name, and were flawless. The staff at the front desk was cordial and efficient. The bellman was awesome, willing to do whatever was needed. We can't remember the last time a bellman has asked if we needed ice in our room. This is a great example of an era of customer service that has fallen off the map. The room service folks were horrible. It would take the use of capital letters and a long period of writing to adequately explain the frustration. The Reader's Digest version of the story is that my wife was arriving before me and I attempted to arrange for a bottle of champagne to be delivered to the room upon her arrival. I called, we reviewed wines, I made a selection, I allowed the man to up sell me some chocolate covered strawberries, and all that arrived were the berries. When the berries arrived my wife asked about the champagne (I had tipped her off as I got a bad feeling about this transaction when they called me to explain that nobody with my name was checking in) and the lady was going to check into it. My wife waits a half hour and there is no communication. Sorry, this is the Reader's Digest version. Also, my wife had, for the first time in a long time, to send a meal back at the 'grotto'. Not good at all. So, would we return, yes, but it will be a while, and we won't use room service or eat at the 'grotto'.
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