We recently stayed at the hotel for a girls weekend. The rooms are very nice, stylish and clean. The pool is everything! But, there was an armed robbery outside the hotel and they staff were very relaxed about it. We were trying to leave at 5am for the airport but police barricades didn’t allow for that because they were looking for suspect. No guests were permitted to leave or enter for 2 hours. The part that upset me is that the staff didn’t alert any guests considering our safety was at risk. As I asked questions that didn’t provide any information, reconciliation or simple contrition for the situation. No nothing. When were able to leave they said nothing. No thanks for staying, we’re sorry for the inconvenience—nothing. I was just expecting better customer service or protocol when guests safety is involved. I’ll end by saying crime is up everywhere. My issue was the lack of communication and customer service considering I nearly missed my flight due to the hold up.…
Loyalty to this site does not matter. Spending thousands of dollars to this site (during a pandemic) does not matter. My wife's flight got cancelled due to the nation-wide snowstorm that impacted the US on 2/1-2/2. I messaged the hotel (via their app)in the morning notifying them we needed to extend the stay by a night. The person on the other side said they can extend the stay and to just swing by the front desk. My wife does just that and they give her a hard time. Luckily I was able to fly out the day before, but unfortunately my wife's flight was later. Rather than being sympathetic and understanding, the hotel was rude, combative and would not help my wife. Being an Ambassador member I would think my status has some pull, but again this hotel does not care about guests, their comfort or helping in any way. My wife called me sobbing stating the hotel would not let her use OUR CC with the SAME LAST NAME (funny because she used it twice before BY HERSELF with no issue). I told her to calm down and she explained that she had to check out due to the staff not being willing to help her out. My wife is not an American and English is her second language, this is obvious. I called the hotel to confirm they were not completely sold out of rooms, rather than giving a simple answer the woman went on this tangent about how they are sold out of king but not queens. Not sure when I asked about a king vs queen room, but that set the pace for the convo. Confirmed with her they were not sold out and she finally said "no". Then asked her why my wife wasn't allowed to extend her stay and the woman replied because we used our LOYALTY points, we would need to use the app or call the ambassador hotline. Imagine being told this in a language you don't speak fluently. I can understand my wife's confusion and embarrassment. I give my wife OUR MARRIOTT CC for situations such as these. out of my 76 nights spend in hotels during COVID not once has my wife had an issue checking in with OUR CC. Even at this location. But these people rather than helping her, or calling me or suggesting her to call me, they make her feel stupid and then have the audacity to argue with me that us having the SAME LAST NAME does not allow her to use my CC. I would imagine MILLIONS of married people would whole heartily disagree with that ignorant statement. If that were true CC companies would not make as much money as they do. So the woman Kate (what she claimed her name was) did not offer an apology, was argumentative, rude and frankly a disgusting human being with the lack of sympathy for someone who is asking for help and belittled rather than helped. You'd think during a pandemic people would have a little more compassion than, "we can't allow you to use that CC". I'm glad my project for work is wrapping up soon so I don't have to subjugate my wife to something that humiliating again. I guess when you're loyal to a company who sees people for $$ amounts vs humans expect to be treated like dirt. Don't worry, we will never be back to your location again and I'll make sure to tell friends, family and my extensive network of business colleagues not to use your location for traveling purposes ever again. Saying these people should be ashamed of themselves is an understatement, they truly need to find another line of work, HOSPITALITY is not something Kate and JH are meant to be in.…
Thank you all for the great stay, very clean and excellent property, and good service. I would highly recommend this property and would come again. I think the AC brand seems compelling and haven't stayed at one before now but am impressed.
TERRIBLE service (they blame it on Covid regulations) BUT they dont make your room or help you in ANY way.... DONT stay here you will be paying to be treated like an unwanted family member that visit too often... the room is the size of a matchbox
We recently stayed here Labor Day weekend. The rooms were clean and cozy. There were lots of people in the pool so we didn’t go in but it was a nice pool and you could see the city from the roof view. The gym is located on the rooftop as well. Parking was cheaper then most hotels so that was a plus. If you’re looking for a quiet stay away from beach this is it.
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