This is a very difficult hotel to rate as what I experienced may not be representative of a typical traveller's experience.
Good : location, room size, hip quotient, speedy check-in and check-out, wine choice
Unsure : there is a mood light in the shape of a buddha(??)
Disappointed : food(variety and quality especially the coffee), service recovery, charges for receipt of courier packages
Let me explain the last two. I had ordered a few items off Amazon and had them delivered to the room as with the other US hotels. I specifically emailed to the hotel to advise of the packages to which they responded that they will take care of them. Then I was shocked when I was signing off the packages that they charging me USD5-10 as processing fee for every package(total of USD25). I called and asked for the duty manager to see if they could waive the charges. That was before 2pm on Day 2. I subsequently followed up 4 other times within the next 18 hours before I finally got a response after turning nasty. I think it is only decent for someone to call me even if they didn't plan to waive the charges.
I also found out that the content in one of the packages was missing. I called and was transferred to security. Very quickly, someone from security came up to pick up the package for their investigation purposes and I was asked several questions. Guess what? In the same 18 hours, I received calls from 2 other people in security asking me the same questions and they have no knowledge that the previous one(s) has called. It is as if no one talked to each other.
For the price the hotel charges, it is only right that one does not happen any of the service gaps. At the end of the day, no matter how nice the hotel room is, it is how service and most importantly service recovery that makes the difference between a 5-star hotel in hardware and a true 5-star.
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