Beautiful lobby but failed to deliver reasonable level of customer service.
So we showed up late in the evening on a Friday night as our flight was delayed. We checked in to our room and immediately discovered that we had been given a room with a double bed instead of a Queen as had been reserved. When we called to the front desk the phone rang for several minutes before someone answered. Upon getting a person on the line we were told that they didn't have any rooms that were what we had reserved. They offered us complimentary breakfasts for the next 2 days of our stay. I have to say that it shouldn't be a problem to hold a reservation, but when you fail at that why on earth would you compound the problem by not saying anything when someone is checking in? Were we not going to know the difference between a queen bed and a double bed? I didn't make a huge deal about the room as I didn't think it would likely result in a change. I took them at their word that they didn't have an alternative. Maybe I should have made a bigger stink. They said they would get us in a queen room for the 2nd night of our stay.
We brought our bags down to the bell hop, as had been suggested on the phone the previous night, with a promise that our bags would be in our new room when we returned. Of course, the bags were not in the room when we returned. When we went to the bell hop they had a fair bit of difficulty in locating the bags. They implied it was our fault for the confusion as they typically recommend that we just leave the bags in the room when this occurs. Exactly how often does this occur that they need a routine for dealing with it? By the time we located our bags we were 20 minutes late to a dinner reservation.We now had our room type that we had initially reserved. Unfortunately the room would not cool off. We had the thermostat at the coolest setting and it was 10 degrees cooler in the hallway than in our room.
Of course, the last morning we received our checkout invoice and we had been charged for the breakfast that they had offered to comp. When we checked out they took that off the bill, but by that point we had become pretty unhappy with the quality of the experience of our stay.