text: Although I still believe that the front desk staff at the Concourse have serious communication and follow-up issues, I must say that Customer Service Manager Stephanie LaBella spent about an hour with me on the phone trying to not only get a clear picture of the problems that I experienced but trying to solve them as best she could by taking notes and formulating a plan for staff meetings and updates. She even offered to refund some of my room charges due to poor service. I believe that she did the very best that she could do to help me feel heard and appreciated as a customer and I honor that. I cannot rate the hotel above a 3, but I can rate her service as 5 stars.