The building is amazing and the room was good, otherwise this would have been a zero star review.
At check-in the staff member tried to sell me an upgraded room. I informed her I was an IHG Platinum member and entitled to free upgrades. She then informed me there were no upgraded rooms available. All I could think was “what happened to the room you just tried to sell me for $60”? This has never happened at any other IHG property.
The elevator situation is the most frustrating part of the hotel. There are only 2 elevators and they are small. One is essentially reserved just for people going to the famous Top if the Mark. The wait for he other one is often long. Then, when we wanted to go to the Top of the Mark ourselves we were told we had to stand in line with all the tourists to get up there. There is no benefit to the $400 room if you have to wait 45 minutes to get into the only bar your hotel has to offer. When we complained there was simply no response other than “the bar gets busy”.
Although the location is great and the hotel is a landmark, I would stay across the street at the Fairmont next time. Similar price without all the inconvenience and rude, unhelpful staff.
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