Oh dear - customer service not included
My family and I stayed for four nights in August, we booked an interconnecting one bed suite with a twin room for the children. Initially we were given rooms 500 & 501, when we entered the rooms there was a terrible smell, hard to identify, like a mixture of bad drains, damp and chemicals. We asked to be moved and after a visit from the house keeping manager, 2 of us were given a twin room for the night and 2 had to stay put, we were told we could be moved to another interconnecting room the following day. So, not a great start, we had to repack 4 suitcases etc.
We were moved to 300 & 301, still a faint smell but not as bad. Our bedroom was at the front of the hotel so we suffered from serious noise pollution, mainly from the unpleasant, aggressive protestors across the road at Hotel Frank. This is a serious problem for the hotel, a group of people screaming and shouting 7-8am and 4-5pm, EVERY day. We were awake within 3 seconds of the protest starting every day, awful awful experience. If you are staying here you must request a room away from the front of the hotel. Along with that is the usual city street noise plus a group of homeless men playing 'drums' (overturned buckets, pots etc) for hours every day.
The rooms were spacious but felt dingy and old, bathrooms are teeny tiny, no space for more than one person max. Bathrooms are dated, showers ok.
On our last day i booked a cab to the airport for 4pm, as there were 5 of us we needed a larger cab, all seemed ok.
Returned to the hotel, got our luggage and waited...It got to 4.10pm, no sign of a cab or bellman so I asked the concierge who was not interested in our problem. Bellman eventually returned, I spoke to him, he eventually said 'Oh, no the cab didn't' show up'. End of story, no offer to find another one, no concern that we needed a cab for 5 people to catch a flight to the UK. We ended up all out on the street trying to flag down 2 cabs to take us, we eventually left the hotel at 4.30pm, no apology from the bellman, no one was bothered about our situation, reception staff stood around chatting amongst themselves. I don't think i have ever seen such useless customer service from a hotel.
Location of the hotel is ok, not many nearby restaurants, just a few touristy expensive diners. Oh and a LOT of homeless people, this seemed to be the case wherever we went in the city but particularly bad around the hotel. The children found it quite intimidating at times.
Good luck if you stay here and don't get them to book you a cab!!