I booked my hotel through the SPG website and had stayed in Starwood hotels for over 5 years and I was pleased with the service at this company's hotels. When I got to the hotel it seemed nice enough and the staff were polite while I checked in. I was staying in an executive suite and was heading up to the club lounge but my room card did not work. I went back to my room, and called down to the front desk. I was informed that it would be an additional $20 for club lounge access (on a ~$310 room) and I would be moved to a club level room (a lower quality room). I went down to the front desk (in a different building) to speak with a manager about this, and again he was rude and not at all helpful. These are just the issues I had with the staff not to mention the rest of the hotel, which are listed below.
There have been numerous complaints, on this site, about the lack of free WIFI, but management has ignored it. My room had 2 TVs in it, but only 1 of the 2 remotes worked (unless you were within 2 feet of the TV). The menus on the TVs did not work. The food menu was bland and lackluster with very little variety. The staff was rude when problems arose. The room was expensive for what was given. The bathroom in the suite was tiny. I was so fed up with this hotel that I canceled my room for the final night and stayed at the Hyatt, which was much nicer. When I complained to Starwood the manager Mike Ehmann called me and stated that his staff felt threatened by me. I am not sure how stating that I would cancel my reservation for the final night of my stay, is anything more than a customer voicing their opinion about there dissatisfaction with the level of service, but he did not solve any of my issues I had with the hotel and made it sound like I was the problem.
I wish I had a better experience with this hotel. This is the first time I have ever written about a hotel on this site and Starwood lost a customer over this debacle.
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