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| - This is one of those unfortunate luxury hotels that had not yet learned that a bad experience based on a flawed policy can ruin the stay.
They purport to be a child friendly place with a high level of customer service, yet my experience was to the contrary. I lost an item (my jacket) and they gave me the run around for almost two hours, claiming that this person would help me, and then that person, with no one actually assisting me. Meanwhile my three children and their grandmas sat in the cold in our cars (we were ready to leave to return home, trying to beat the traffic). They ultimately claimed no one in the hotel had access to lost and found during this two hour window. I received three different stories about how the lost and found system operates. I kept asking why we couldn't have someone just escort me to the lost and found area so I could quickly identify my jacket, and I got no answer other than it was against policy. I also kept asking why someone couldn't just run up there and bring it back to me. This apparently was also against some policy. It was only after I became vocal about my frustration that someone from the housekeeping department finally said she would go look, but she said it would take 30 minutes to locate it... ??
One gentleman from security was extremely rude, actually criticizing me for not making a report to lost and found sooner. (I came to the hotel with a husband, three small kids, two grandmas, and my brother in law, so it was a busy trip. I only realized it was missing the same morning I reported it.) When I told him that he and the hotel were being disrespectful of our family situation by not finding a way to retrieve my jacket, he actually rolled his eyes.
I asked to speak to manager about the situation, and was told she would not speak to me, because she was in a meeting. She then ultimately came out to the front desk and didn't say a word to me.
It was truly an unbelievable experience, and sullied our five-day stay here.
People come to hotels like this for the customer service and hospitality, and this place fell short. There are other smoke free hotels with a much higher level of service available. It is too bad because it is an aesthetically pleasing property with some great aspects. There is this great heated pool, and the housekeepers on our floor were a delight. There is a lovely little spa. The valet attendants were true professionals.
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