While on the surface, the hotel is uniquely appointed and has nice small touches (e.g., complimentary wine/cheese hour, nice toiletries), there are major risks to staying here. My primary complaint about the Normandy Hotel is its POOR room security and unprofessional customer service. First, the staffperson tried to put me in a room on the first floor, which was adjacent to the interior noisy courtyard (when there were other better options available). After politely asking for other options since my reservation was for 9 nights, I was put in a room on the 5th floor, which was much better. HOWEVER, at 11:30 at night, I was disturbed by another guest trying to open my door; his key worked and my door was opened!! I was only saved from the door being fully opened because I had placed the manual lock in place. My immediate call to the front desk to report the security violation was met with no apology from the staffperson, nor any acknowledgment of how serious and unexcusable the error was... In fact, the staffperson hung up on me while I was still asking questions as to how the mistake occurred. The next day I reported the issue again, and I did not receive an explanation/apology from management when I specifically requested to speak to them during my visit (nor after I checked out). To add insult to injury, upon checkout, I was charged for the breakfast of the other guest who tried to enter my room. And, I am still waiting to receive my United points for my Doyle Collection stay, which they had no idea how to process upon check-in, but promised to resolve.
It's a beautiful hotel in a charming neighborhood...but until it improves its customer service and takes real steps to address customer satisfaction, I would AVOID this hotel.
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