Rated 4.6 out of 5 by 121
Rated 5.0 out of 5.0 by KM33 Quiet Relaxing Comfortable Room
Hotel Staff was very polite and accommodating.
Would definitely stay here again
January 15, 2015
Rated 4.0 out of 5.0 by Summer87 Poor Booking - Great Hotel - Frustrated Gold Member
To Whom It Concerns,
I booked using my HGI points online, as I was told that a points booking could not be handled by the hotel property. For some reason, possibly user error, the booking was for Check-in on Sunday 12/28, Check-out on Friday 1/2. I had intended and needed the room booked for a Saturday 1/3 checkout. Upon arriving at the hotel, I notified the staff. They said to simply call the hotline and get the stay extended. I did this immediately upon arriving to my room, the woman over the phone stated that the 10,000 points were deducted from my account and that my new confirmed checkout date was for 1/3.
To my utter dismay, on Friday 1/2 I received a call from the front desk asking me to check out. I informed the clerk that I had extended my stay and she thanked me. Then 5minutes later I received a call back, stating she had no record but would look into the matter further. I then received a THIRD call where she stated that I would again need to call the hotline. I called the hotline, to which I was on hold for a solid 20minutes while the agent looked into the matter. Evidently the hotel could not extend my stay, so the phone agent booked me for 1 additional night (on a separate booking) but kept me in the same room. I thanked the phone agent for her assistance (30minutes minimum spent on the phone).
I then received a FOURTH call from the desk, asking me to come downstairs to sign the paperwork for my new reservation. Upon exiting the hotel for the day, I went downstairs. The a different clerk than who had previously called me, asked for my credit card. Now this SEVERELY irritated me; I had not brought the card downstairs as I was not told I would need it. Additionally, I verbally gave my card information to the phone clerk -- why was I being asked to hand out my card information twice? I had to return to my room, up the stairs because the elevator was out of order, so that I could check into my room once more and have ANOTHER charge be held on my credit card.
I am not the sort of person to complain. Regularly I prefer to commend people and establishments for their wonderful service. However, this entire experience has put a very sour taste in my mouth for HGI. I travel for work, and am currently Diamond with a competitive brand but have also clearly gained rank with HGI. Due to this unfortunately chain of events, I may sway away from using the HGI chain in the future. I had my day interrupted on 4 occasions from the property, been on hold with the phone agent for 30minutes and then hassled upon need to affirm my additional reservation. This was my 1 out of 2 weeks off I get from my typical 48-50week work cycle. I really wanted to enjoy my time off, not spend a cumulative 2hours dealing with hotel re-bookings when I originally handled that business upon first arriving to the property.
Thank you for your time and hopefully you can better work towards assisting customers in the future. -Summer-
January 15, 2015
Rated 5.0 out of 5.0 by 1Pelican Great Service
Employees were always friendly and took time to talk and offer assistance regarding all phases of the hotel as well as places to eat and/or directions to travel around city.
January 12, 2015