Would have given this beautiful hotel five stars and a big excellent rating if not for first impressions. Staff needs to be able to read people after a long trip and give 100% attention when people arrive. No side conversations. Example "what does this mean?" several times by young lady processing my reservation on the computer to "Stephen" who then "fixed" whatever issues she was having without explanation. He then ran my card and scared the daylights out of me by telling me my card declined. Worried that someone hacked my info and stole my identity as I had been traveling. Mind you this was for a one night stay. Hubby to the rescue. Sorry his card declined also. You may need to call your bank! OMG! Call the bank which was fortunately still open and spend 10 minutes with what I thought was a three way converstion until I realized hotel staff was not listening to me at all. Bank says plenty of money. Finally they ran it through again and it went through.Must be a problem with the computer! Too late, damage done, holds on both accounts now and then Steven asks if I want him to talk to the bank? HUH? No thanks, you both have been very unsympathetic and I am tired, frustated embarrased, but will talk to a manager as I am considering leaving. Manager comes and says he's sorry.I am not impressed. Hubby convinces me to stay.
Managers reception was very nice, includes beer and wine. Front desk staff should take notice of hostess Dorothy, genuinely nice, hard working, friendly and very efficient. Same with hostess in morning (didn't catch her name) , real gems. Food very good, both breakfast and dinner, 24 hour coffee, reception area large, good flow, good selections. Rooms spacious, clean, great beds, flat screen TV's. Pool area small but nice, large spa. Large patio area with BBQ's. Hotel 100 % non smoking which I understand but still drives me nuts, can't there be 10 feet of an area outside away from everything for smoking so that smokers can be polite and not offensive? I saw smokers out front and on the patio "sneaking" a cigarette like high school, and there were ashtrays sitting there. I just don't get it. Especially for an extended stay. No airport shuttle before 6am but hotel will comp the cab which ran about S12.00 USD. Not really near anything in walking distance that I could tell and the surrounding area is maybe not the best, but really no reason to leave.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 November 2011
We are sorry we were not able to provide you with the quality of services you deserve. This is not typical of our hotel and staff, and we are always...
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC