Mediocre customer service
My inital impression was that the place was great. It is very clean and the housekeeping staff does a great job on maintaining it's appearance. Their telephone customer service is not all that great unless you like waiting forever for an answer only to be put on hold. The room service was great. I had the same guy that delivered to my room every time and his customer service was exemplary. Most of the employees do seem happier than you would see at other hotels. That was nice, but some of them just had terrible customer service. One of the ladies in the onion creek grille was just terrible. It was like she was profiling people and treating them differently based on appearance. The less aestetically appeasing you were, the worst she treated you. She looked to be in her early fifties. Dark hair with blond highlights. For that reason I put a line through the gratuity portion of my receipt. Unfortunately the restaurant even if it's not room service still charges you 20% gratuity. I don't agree with that. If they give poor service they don't deserve any gratuity. If you pay for your stay with a debit card they charge $50 a day for the duration of their stay. It's on their faq page on their website. That wasn't explained to me when I checked in. I really think they need to revamp that policy somehow. Charge a flat deposit and give you the option to add extra credit to your balance for room service. Anything other than charging $50 every day would be better. Also, they shut off your FREE internet if they need to reauthorize your card. They don't bother just calling and asking, they shut your internet off and wait for you to call. Their airport shuttle was great however this also wasn't explained very clearly. When I arrived I called 2 hours before needing the shuttle and they were there within 15 minutes of my flight. That was great. And the driver was very nice and informative. However I called the day before my departure and let them know I'd need an airport shuttle at 1:30pm the next day and they said ok. When I went in at 1:25 to retrieve my bags I was told the shuttle to the airport ran every hour on the hour and that the next one was at 2:15(Not on the hour). My flight left at 3:30. Instead of understanding the possibility of me missing my flight the blond clerk argued with me about whether or not I'd make my flight if I went on the 2:15 shuttle. She asked two other people which shuttle they would take, and interrogated me about who I talked to and what time I called(She asked both of those questions at least 2 times, possibly three) Her demeanor was unfriendly and very unpleasant. After they finally vouchered a taxi for me at 1:35, I arrived at my gate 40 minutes before my flight. Had I left 45 minutes later I would have missed my flight. The taxi driveer even complained about the unorganization. The breakfast cook, valet, shuttle drivers, the man that delievered my room service and the male night desk clerks were all very helpful and courteous. Sadly, it just didn't make up for the terrible customer service I received from others. Also I don't recommend their dry cleaning service. My authentic Chanel overcoat came back with orange scuffs. They didn't charge me for it, but now I have to pay my regular dry cleaner to spot treat it.