Poor concierge and Guest services team
The hotel itself is fine besides charging for wifi and use of the business center.
The concierge is not friendly, engaging or very helpfull. There was always 4/5 people waiting for his assistance. Maybe the hotel should add a 2nd concierge during busy periods in such a tourist destination. In my department in a 5 star hotel we have 4 at times and a guest never has to wait to ask a question.
I have attempted to contact the hotel Gm regarding my experience with a shared ride shuttle so far no response. We asked the concierge to order us a ride upon departure. A van that had only 7 seats arrives to pick us up. There were 8 passengers for a 7 seat vehicle. I informed the bellman that this was unacceptable as it was unsafe, and would be uncomfortable as well. The Bellman refused to take ownership even though the hotel booked this shared ride for us. I asked the bellman to call the manager on duty to the front of the hotel. He refused to do so. I was about to go back inside and find the manager but another guest on the shuttle was yelling at me that he had to leave. This was very uncomfortable again caused by the hotel not taking ownership of the situation. The name of the company used was airport express and the drivers name Sam. He did not check the reservation tickets and it transpires the concierge had sent another guest on the van without a reservation. Sams dispatcher confirmed this via his radio so the whole van could hear this.
I am also a hotel concierge. I would not allow this situation to occur. I would have called the company to send a 2nd van or put my guests into a towncar/taxi at the hotels expense and apologized profusely for the inconvience.
This completly ruined the end of a otherwise good vacation. Again I sent a e mail addressed to the hotel GM and he has not responded to this situation.