Customer Service took the weekend off...
Hotel is beautiful and most of the core services are top notch, but customer service took the weekend off. General observations: took multiple attempts for someone to answer the main operator number (appears the hotel was understaffed at the front desk and in other front line service areas), wireless internet not working in our room nor in the Tai Pan club, complete lack of follow up from the on duty manager over two nights, and white dust/dirt all over the driver side floor mat/console area of our vehicle at valet checkout. Background: called main operator number regarding wireless internet problem, transferred to an offsite help desk (between hold and trouble shooting time wasted almost 30 minutes), an unidentified hotel employee called the room around 2100 and told us IT was unable to repair the problem and we would need to change rooms for internet access (move my 9 month pregnant wife at that late hour? after more back and forth, told it would be resolved the next day), after a relaxing morning at their beautiful spa returned to the room and still no internet, stopped at the front desk on way out of the hotel for the afternoon (no knowledge of the internet problem and the lady explained it was probably my fault for not accepting the charge during the wireless configuration process...she had no clue and clearly did not understand anything about the issue, but assured me it would be resolved and someone would follow up....NO follow up...NOT even an explanation after my third contact). I finally gave up and did my business over the telephone. Upon checkout, my driver side vehicle floor mat was covered in a white dust/dirt. Valet was very apologetic and explained someone probably made the large mess the night before during a rainstorm...valet cleaned up the best he could with some towels/water and I departed with a very messy vehicle. Only plus for their weekend customer service was their Club Concierge who was pleasant and helpful. Minus that positive impression, a complete customer service failure! We selected Mandarin for relaxation, but departed with frustration. We will definitely consider going back to Georgetown Ritz before spending another $1,500 weekend at this Mandarin location. Not the norm for Mandarin's other properties...