First Bad SPG Property Experience EVER!
I am a long time SPG Rewards Member and always pick their properties no matter where I travel whether it's for business or pleasure. They usually have nice properties and in my opinion, the best hotel rewards program there is.
I stayed at this hotel this past weekend. The valet, concierge, and front desk guys were very friendly and I was able to check in very quickly.
Upon arriving to my room, I did not receive the Standard King Size bed that we reserved using our American Airline miles and paying the difference for the second night. Okay no biggie...for right now...
It was warm when I entered the room but that is usually the case in Texas-heat so I turned the thermostat down to 54 so that it could cool off quickly. I turned the fan on high and there was no air blowing out!
I decided to go take a shower before I headed out for a birthday dinner and after using the bathroom, the toilet did not flush. I thought it was one of those quirky handle things but it still would not flush.
I got out of the shower and got ready and everything (approximately an hour later) and the room thermostat was still reading 79.
I went down to the front desk as I was heading to a nearby store and asked that they have someone check the room. The front desk guy was the same guy that checked me in...we will call him Brandon. He apologized and said that they will send an engineer to my room and he gave me a $10 voucher to use at the deli-- which was overpriced-- a bottled tea and power-ade costs $8.37.
About an hour and a half later, I return and the room and toilet are still not working properly. I didn't have time to try and switch rooms so I told the shuttle driver to remind Brandon about my room.
We come back to the room at about 3 a.m. and it's still hot and the toilet didn't work. We immediately went to the front desk and they came up to the room to check it out and then moved us to an upgraded room which was a nice suite even though it didn't have enough towels and shampoo.
The next afternoon, we received a knock on our hotel door and it was room service with a handwritten apology from management and a tray of assorted cheeses, fruit, and crackers.
A nice gesture until I was reviewing my FINAL (not pending) bank transactions and we we were charged $28.65 for our "complimentary" fruit and cheese. Not to mention, my deli charge of $4.22 which was actually $3.24 on my receipt.
Sooooooooooo, in a nutshell, the hotel staff (front desk, valet, concierge) are nice but that's about it. The lobby is nice too as well as the pool, spa (overpriced), and suites.