No assistance when I got really sick at this hotel...
I stay at this hotel at least twice per month... when I travel on company duties... there is always a problem...
The first time, I got a really bad stomach problem... I spoke to reception to see if I could have some crackers or bread, as I was getting hungry but didn't want to have any of their "meal" options, which could affect my stomach even more... they replied saying they didn't have any of those things... I guess they wanted me to order in room service, which besides being too expensive for such a small plate doesn't offer much variety.
Few hours later, the company I worked for sent a doctor.. who told me that when calling, they had a difficult time trying to reach me over the phone, because they were asked by the hotel to give my complete name before connecting themm to my room... although I think it is good for security purposes, they knew I was really sick, they didn't offer any help... so, why stopping or giving a hard time to my doctor!
Not only that... Since I was not able to continue with my work next day... my doctor and the company asked me to stay one more night at the hotel... which I did, and both of them would update the hotel with that info. But later that night, they call me asking me to leave because I was supposed to check out around 7pm... I told them they should have received an update on my stay... they stated they never did... but my company and the clinic we work with... told me they both told the hotel about this. I ended up paying the meals I had next day from my own pocket... with the money that I had. Once I am just about to walk out, they stop me saying they also need to charge me for the room... and I told them I didn't have money for that, then they said not to worry, that they would contact my company to pay for that... so, I asked them why not giving me the money for meals I had to pay and have this worked out with my company... they said they couldn't give me the money back.
Second time. I got to the hotel, and for my surprise, I am not in the list of employees registered for that day. Our company provides us with some money in every trip we have... which is given at the reception desk. Although they did give me the card for a room... they did NOT give me my money until I checked out. That day I had to pay meals outside with my cc, which is not from US... so, I got exchange and interest rates charged to my cc, because this hotel didn't receive an update again!
The most awful thing this time, was that before checking out, I was sleeping, cause I wanted to be rested for the flight I had to take that night, which would be 14 hours... I received at least 5 calls from them asking me to go downstairs and collect my money, which I didn't need at that moment, and I told them that I would get it once I woke up from my nap. They still called me those 5 times in maybe 3 hours that I was trying to sleep.
Third night. Safebox not working... they send someone to fix it, but he can't fix it.. I ask this guy that I really want to keep some stuff there... he asks me to call reception to handle that. Reception was not helpful at all.
In other occasions I either get a room next to families with noisy children, which I understand they can't control... but that, along with having small rooms with no place to open your suitcase, or non noise-proof walls (cause I hear when someone calls rooms next to mine)... is just too much from a Hotel that wants to be considered 5 stars.
Also, reception is quite busy almost any time of the day/night. You may have to be in the queue for 20 minutes before you reach reception desk (with rude agents there).. and calling reception is not any quicker either.
The 2 stars I gave are for location, and their beds. Nothing else I can praise this hotel for.