We checked in on Sunday, July 10 and left on Monday, July 18. About a week before check-in, we received a nice (standard of course) email from the hotel. I had checked reviews on other sites before
we booked, but when I received that letter, I read the most current reviews and quite honestly, was tempted to cancel. They were bad; people complaining about attitudes, dirty rooms, bedbugs (which really terrified me) and a few other negative things.
I am not sure if we were just lucky or if the people with the negative reviews are just generally negative people. I am inclined to go with that as our experience was the total opposite. Yes, the hotel is dated and dingy in places, but all the places we were in were clean and that is far more important. I believe it is soon to be totally renovated.
For the most part we had a totally positive experience for every day we were there from the housekeeping staff to the front desk to the chef, Jamie and Heidi, Marco and Gabriel in the bar and grill.
We spoke with - her first name began with A, maybe Aleindre - at the front desk most often and she was absolutely lovely, friendly and helpful. Just delightful. She was the model for what good customer service should be (and I know, as I use to train people in CS for a local hotel chain and I managed a staff of 50 people in a large tennis and fitness facility--my mantra was always about making our members and customers happy).
Because of the game schedules for my husband (we were there for a large international soccer tournament), we ate more meals at the hotel than we would normally do--all in the Spur Bar and Grill. What can I say--Jamie your chef (and I met him one day) is amazing, we never had a bad meal or appetizer, Heidi could not have been more warm, friendly and welcoming and Gabriel and Marco in the Bar and Grill were terrific. They clearly reflect the attitude of their manager.
In fact, we were checking out on Monday and Gabriel must have seen us as he came over to say goodbye, wish us a safe trip home and then asked if my husband was around. He was and he took the time to shake his hand and say he hoped the tournament would be there next year too as he would look forward to seeing us again.
Only negatives were the internet is not protected and is very spotty, not good; no furniture on the balcony,not even a chair which was annoying and no safe in the room. But those are minor details--the room was spotless, we enjoyed each person we came into contact with and everyone was polite, friendly and super helpful. [Less]