Some amenities listed on the website not available; Some staff just downright rude
I will have to say that I almost, almost wrote off this hotel. I had expected to write a scathing review warning off anyone who wanted to stay here after dealing with the night staff. However, the
afternoon staff (those that came on at 2 and 3 p.m.) saved the day and, in my eyes, the representation of this hotel.
While I understand check-in was not until 3 p.m. I specifically called the hotel the night before and on our way to the hotel to confirm we were okay for an early check-in. Both times, I was told yes, it was possible. When we showed up at the hotel at 9:00 a.m., I waited for over 25 minutes to be told to return at ten, and I would be able to check in then. We went to the restaurant to have breakfast and when I returned to the desk, the person who told me 10 am told me not until 3 pm. I comforted him with what he had previously told me, and he just shrugged me off and pointed to the lobby area to wait. We were not the only ones that were told this. Many other guests said they were told the same thing, and no one would be checked in until 3 p.m. The lobby began to look like an upscale lounge you see at an airport. Luggage everywhere, people on their phones, and people lying full out on couches (some in our group as well).
I tried to book another hotel because I did not want to stay somewhere where this was the attitude, but it being Octoberfest, everything was full. We had no choice but to wait in the lounge/lobby area. We had been up early to catch our flight and were exhausted. My family found room on the lobby couches and chairs to rest as there was no other place we could go.
Honestly, this is where I got angry the most. While sitting in the lobby watching over our bags and my family, the rude comments coming from staff setting up for a conference were downright unacceptable. We were given dirty looks; I heard one staff member say, “This isn’t a homeless shelter,” and another said, “I’m sure they can go somewhere else.” I could not tell you their names because no one wore name tags. One was so rude that I eventually told her to watch her mouth and looks. She just rolled her eyes. By noon, we began to get hungry. I picked this hotel because it had breakfast, and the hotel website stated that lunch at the bar started at 11 a.m. This again was misrepresented. When I asked for tea, I was told someone would be called to the bar, but no one ever showed up. When a family member asked for water, he was looked at like he was the problem and after a 10-minute wait, someone came to the bar and gave him a bottle of water. The look of bothering them was just disgusting.
We watched more and more people come into the hotel to check in and they would be told they would have to wait until 3 p.m. I know rooms were ready because we overheard the conversations with I assumed was the housekeeping manager telling the front desk clerks which rooms were prepared. At this point, there were so many people waiting to check in there was no more room to leave bags if you did want to go for a walk or venture out of the hotel. A customer came to check in and was told no. I checked my watch, and it was 2:58 p.m., the customer was notified not until 3 p.m. At 3. pm. The check-in line was enormously long, and it took us over 20 minutes to check-in. It was clear the new crew was not happy, but they did it with smiles.
As I said in the beginning, if it weren’t for the new staff that began checking in customers, this whole experience would have been bad. Delan, one of the front desk representatives welcomed us acknowledged me as a platinum member and thanked me for being one. I was so tired I was sure I seemed to snap at her. Later, I apologized for my rudeness, told her it was not her fault, and thanked her for her smile and friendly demeanor. She was a bright light through the morning discomfort When we came down for dinner, we ate at the bar. Simon was amazing. Another bright light that fixed the morning shenanigans. He was funny and knowledgeable about the area and made us feel comfortable.
Things that were not open according to the website:
-The Fitness Center: Open 1 am to 12 pm
My son was told he had to leave the gym when it was 10 p.m. because it was closed.
-Lobby Lounge: Serves lunch and Dinner: Open 11 am-11 pm.
The lobby lounge was not open for lunch. It did not open until after 3 p.m.
One of the reasons why I chose this hotel was because it was accessible to the airport via the subway and the on-site amenities. After eating breakfast at 9 a.m., we were hungry by lunchtime. We had to walk to a convenience store to find something to eat. This was unacceptable, especially when the hotel's website stated that the lounge would be open at lunch. Very disappointing. It seemed that they did it on purpose; all the while, everyone was waiting, and they stayed at the front desk laughing and joking. While I don’t mind people having fun, it seemed inappropriate when you have a lobby full of customers who were tired and just wanted to get to a room. Especially when they hear rooms are ready. Will I stay at this hotel again? Probably not, with fear of running into that same night staff. However, its a nice hotel and when you do find a good staff member they make your day. [Less]