We were welcomed in a genuine and thoughtful way. Among the pleasures of the hotel was an espresso machine with all the fixings in the room. The room was lovely and we emptied the espresso supplies-delicious. The next day we left around 9am for a day of sightseeing in the city. We had a wonderful day and returned around 3:30 for another round of espresso's and a nap before dinner and a play. The day was rainy and as we walked a great deal we were soaked. So a hot shower, espresso and a nap. However, the room was not made up. By the time it was there was no time for any of the planned rest before dinner. When the room was finally made up the espresso supplies were not replenished nor were they resupplied at turn down service. Reading the ratings in more detail I see this is not a rare occurrence. The staff apologized but no explanation was given. I think the saying is you only have one time to make a good first impression. At a less exclusive property no big deal but in hundreds of stays at hotels this had only happened to me once before and not at a high end property.
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