5 Comments

1. Big yikes. This stay was one calamity after the next.
   When we arrived, our sink was clogged and wouldn’t drain.
   An hour or so after we settled into our room, another guest came to our door and were able to enter with their key. It was pretty uncomfortable and disconcerting. We called the front desk and it appeared they had double booked our room but just told us to have the other guests come down to fix it. I had to go through the app to get any reconciliation with a small points refund. They then called our room 5 hours later around 9pm as we were trying to sleep to confirm the issue.
   In the morning, the toilet stopped working and no longer flushed.
   Then I had 2 charges of $118 and $188 on my credit card when we had not made any purchases, which I had to go to the front desk to have reversed. They weren’t able to explain why I had charges on a points stay with no purchases.
   The only good thing about this stay was the shuttle, which ran every 30 minutes, arrived on time and was spacious/comfortable.

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2. Paid $800 for a King room and this is not a King size bed. I called the front desk and the woman argued with me saying it’s definitely a king size bed. 100% is not a king size bed. It’s a queen size at best. I’m 6’1 tall and king size beds are supposed to be over 6’3 wide so I can measure it easily. Also doesn’t seem they vacuum the rooms very well, when walking around bare feet I can feel crumbs or something on the floor sticking to my feet.

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3. Pros: very comfy beds! Easy-to-use business center. Elevators are fast. Dina specifically at the front desk is very helpful.

   But I must give this a bad rating due to the awful service and attitude when attempting to get the other hotel staff to resolve problems:

   1. Today (July 8), we checked into a room whose key cards shortly after did not work. I had to go to the lobby a total of 3x to fix it:
   – first two times: I was issued new key cards, twice (they did not work). Was told to call him from my room’s floor’s service phone if the second time still didn’t work…they didn’t, and I couldn’t call because the service phone was broken. So I went down…
   – … a third time: the lobby worker came up with me to the room and confirmed the door lock was broken. He moved us to a different room down the hall.

   Keep in mind this is all happening between 11:30 pm and midnight.

   2. However, in the new room, the shower light was broken, rapidly flashing on and off in a way that made me nauseous (see video). We called down for someone to fix it ASAP as we still needed to shower for the night. The security guard came into our bathroom and laughed at us when we said the flashing shower light was a problem and that he was unable to fix it because he was just security, that we’d have to wait till tomorrow. He said he would call the front desk; they laughed again on the phone together at our complaint and asked incredulously why this problem would bother us.

   I told the security guard to get out of our room as this was now 12:30 am. To add insult to injury, we had to clean his dirty bootprints off our bathroom floor.

   I am usually super chill about customer service (everyone’s human after all), so me leaving this review means the experience is impressively bad.

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4. I called the hotel one day before my arrival to request an early check-in due to my flight schedule. During this call, I was informed that early check-in was available for a small fee, and I was assured that there would be no problem accommodating my request.

   However, upon my arrival to the hotel, I was informed that early check-in was not possible. Furthermore, I was informed that I would need to pay the full daily rate to check in at that time.

   Rooms are okay and staff is not friendly. Staff didn’t even ask me if I needed help carrying the bags (we had 7 bags). The only good thing about this is the location…. Would not recommend it!!!

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5. It’s a cool hotel with a particular vibe, from decor to staff. Staff able and (mostly) cheerful; from front desk to restaurant and house keeping. Overall the hotel is old-school where you get what you need and will get assistance where possible. Despite roads and airports, the rooms are quiet. The carpet designs are stylish. Front staff are often busy and seek to assist. The hotel is in a good location with shops, banks and parks close by including a popular walking track along the bay. Half-hourly shuttle service to the airport until after midnight; naturally tips are expected.

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