Nice hotel- for a 4 star hotel- the service is very poor
The hotel is nice but their service will need to improve. Recently, I stayed here and I checkout from the hotel on Oct 25, 2012 (room no 1121). I left my Juicy Couture black wool sweater in the room I stayed. I called the hotel twice on Oct 26th and 29th. Both time, they told me they found the sweater and reassured me that they have the policy to keep it for their clients for 30 days. On the second call, I left the specific instruction to the employee informing him that my friend would pick up the sweater on my behalf in 2 weeks. And he assured me that they would make a note of it and keep it for sure and hold it for as long as 2 months. I appreciate the gesture, but 2 weeks was all I need. Alas, two weeks later, on Nov 10th, I called the hotel with the intention to ask the staff to get the sweater ready for my friend to drop by and pick it up on that day. The staff couldn't find it. He promised to call me back three time. He only did once and I had to follow up with the hotel numerously. When I called the hotel again to follow up and inquire whether the sweater was gone, he reassured me that it was not and he would search for it again and get back to me on that day. He never did. I called the hotel again on Oct 12. They have the sweater information and the specific instruction I left noted in their system. Again, the staff promised to look for it and would get back to me in an hour. Still, I heard no news. The sweater was an expensive piece from my late grandma and it has sentimental value. For a 4 stars hotel, I expect a decent/ fair service especially after I left a specific instruction. It was only 2 weeks and the hotel seemed to have misplaced my sweater and repeatedly failed to contact me back as promised.