Our experience didn't get off to a good start. We had reserved our room 3 months prior to our stay, had paid in full at that time, had a voucher and confirmation for our stay, but the hotel had no record of our reservation.
This kind of thing happens and I completely understand that it can cause problems in what may normally be an efficient check-in system. However, when things go wrong that are so obviously the fault of the hotel, I have certain expectations - the least of which is an apology.
What we got was a long and frustrating check-in experience which included the constant re-typing of our names into their compuer system and the handing over of an inch-thick printout which we were asked to look through to see if we could find our names. Honestly - there were thousands and thousands of names in there for all sorts of different reservation periods and although the names were listed alphabetically within each list there were hundreds of lists (not related to reservation period as far as I could tell). After getting off a long flight, this isn't what you want to be doing for half an hour or more!
Eventually we were told that we'd be treated as "walk-ins" but wouldn't be charged. Gee thanks for that. All I can say is that our experience should act as a deterrent to anyone who actually wants to "walk-in" and expect a decent reception!
For our "sins" we were assigned to what my husband referred to as the janitor's closet on the lowest level of the hotel. I can fully endorse the other comments that talk about the plumbing noises and noise from the fitness centre. The funniest aspect of our room was that the closet was so small that the double sliding doors were each more than three quarters as wide as the closet - so there was hardly enough room to fit your arm through the gap when it was open at its widest!
When we asked to change rooms the next morning (we had booked a king room but had ended up in a twin) the best I can say about the attitude is "rude and very begrudging". We were informed that there were no king rooms available, nor any queen rooms so we were stuck with the twin beds but still wanted to move to a less noisy location. You'd think we'd asked the woman at reception to hand over her firstborn! Eventually we were grudgingly given a new room - only a couple of floors higher (so definitely none of the views that had been described by others on this site) but at least it had a more standard layout (could actually open the cupboard doors for example) and it was quieter - only the traffic noise to contend with. Naturally we had to move our own luggage!
In summary, the location of this hotel can't be faulted, nor can the housekeeping. The rest of the staff need an attitude adjustment and the rooms could definitely do with some soundproofing.
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