This is one of the nicest hotels I've ever stayed in. Gorgeous rooms, great meeting spaces, convenient location. Staff was friendly and helpful. So why just an average rating?
When I checked in, they were overbooked, and walked me to another hotel for the first of my scheduled two-night stay. That's unfortunate, but not unknown, and I would only knock off one point for that. My objection is what they did, and didn't do, to apologize. What they did was pay for a taxi to another hotel, and comp my night in the hotel. That's all standard for any time you get walked - nothing out of the ordinary. But the other hotel was MUCH inferior. Maybe that's all that was available nearby. But comping a business traveler's hotel night is good for the *employer*, but not for the *employee* who was inconvenienced and disappointed by a stay in a two star hotel when the reservation was for a four star location. They did upgrade me to a nicer room for my second night back at the Loews, but that was it. Not a lot to say "we screwed up and we're sorry".
So when you see my "value" rating of one point, that's why. When a high end hotel walks a customer with a guaranteed reservation to an inferior hotel, they need to do more than the minimum.More
- Free Wifi