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| - I did some research, came across this hotel and booked a room for 2nites. It's a really classy, posh hotel conveniently located in the heart of downtown Phoenix. The room we stayed in was very spacious , clean and had an ok view of the city. There was a problem with the toilet and when I informed the maintenace department about it someone came by and took care of it right away. There is also a Light Rail station conveniently located in front of the hotel. That is a great way to get around and it is very affordable. You can purchase a day pass or a one-way pass. There aren't too many restaurants around the hotel. I went to a Thai restaurant and that was ok.
The one major problem I had at this hotel was the level of customer service I experienced by one of the servers at the restaurant in the Lobby level (Mastro's Cafe). We went there for breakfast one morning and we just stood there for a good 5 minutes or so waiting to be seated. There were many tables available, but no one acknowledged our presence or greeted us,..so we seated ourselves. We were ready to order something to drink and we waited and waited and waited. There were 2 servers working that morning and after what seemed like an eternity I waved my hand to get the attention of one of the servers. When I did a different server quickly came by and her first words to me were not "Good Morning" or "What can I get you?", but instead it was "Geez! Gimme a minute to get to you...It's early in the morning..I'm coming!" I was shocked by her unprofessional demeanor and unpleasant energy. Then she comes back and asks if this is going to be one one or two seperate checks. I explained to her that when we made the reservations we purchased the breakfast package, but rather than listen to what I was trying to explain until I was finished she rudely cut me off in the middle of my sentence and asked me again in a very forceful, condescendning tone "One check or two?". So I told her "one". She then comes back a few minutes later and tones down her attitude and asked me if I had purchased the breakfast package. I said "Thats what I was trying to explain to you and you cut me off so I never was able to finish explaining that to you." At this point I left my table to have a word with the manager. He was super professional, nice and calm and apologizeed for the inconvenience.That afternoon when we came back to our room there was a nice platter or cheese, biscuits and two bottled waters along with an apology note.
All the other hotel employees that I came across at this hotel were very warm, helpful and hospitable. The food at the restaurant was great. There were an assortment of fresh fruits, bread, eggs, meat, cheese & yogurt. Dinner at this restaurant was outstanding and the night staff was EXCEPTIONAL!! Jackie was our server & she was a ROCKSTAR!! Jackie and the rest of the crew working that night all get GOLD STARS!!
Other than that incident we enjoyed our stay there. But that one employee really left me wondering what kind of customer service training this hotel offers to it's staff. Clearly she does not belong in the Hospitality Industry.
If you do decide to stay at this property just be aware that (like some other Yelpers have mentioned) that the level of customer service is not all that great. There is a lot of room for improvement!
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