2/10 Rating
Extremely disappointed…………… don’t get me wrong the location and atmosphere is phenomenal and the room is spectacular, but the customer service is horrible, and will make every excuse to cover their butt. I checked in Tuesday afternoon with no problems until I came back from dinner and was having issues with my pin getting into my room. I had a wait almost 25 minutes on the phone for a customer service representative that wasn’t physically in the building to answer to let them know that I was having issues with my pin, luckily while we’re on the phone an employee that works here showed up and let me in. The next day we left to go enjoy the day and we came back again Our pin didn’t work so again I had to sit on the phone for 20 to 30 minutes to talk to customer service until someone who was in the room next-door that worked here decided to wait till the last minute to pop out and be like hey I’ll help you get in after they heard me venting to the customer service lady. He explained to me that there was a glitch in their system that was not letting a few of the doors to open and that it would be fixed within an hour. I said that’s perfectly fine and went on with my day. Later on that night, I went out to dinner with my family came back and again the pin did not want to open my door. I spent another 30 minutes on the phone with customer service and they had mentioned that my pin was switched in the system and I told them that I wasn’t notified so I tried the new pen and again it didn’t work then the same guy from earlier pops out like Houdini and lets me in and I’m still on the phone with customer service to try to get this resolved and she tried several times to remotely open the door, but it would not open. After spending almost 3 days of having the same issues I asked for a refund because of the frustration and the only thing they offered me was $60 which was pretty much one night of parking. After talking to the operations manager and expressing him my frustration that $60 turned into $150 which was the cost of the parking here for three nights and then $400 for the inconvenience, when I told him that this had been happening since day one, all I got was that the company that makes the locks on the doors had a global glitch and that they were not responsible for the issue in their system, but the crazy part about it is that he had three different pin numbers that could’ve let me in but they decided to wait and see what the company would do before giving me that pin. I was extremely flustered and frustrated that I just told dude that I wanted a full refund and he asked me why. Why would I like a full refund, Well how would you feel about having issues trying to get into a room that you paid a lot of money for? Like I said, in the beginning, this place is extremely beautiful, the room is phenomenal, but when we entered, we noticed that there was some dog hair on the island and on the floor. We also noticed a weird stain on one of the blinds that look like it could be easily cleaned if done properly, and the entry hallway lights don’t even work. If management is reading this instead of making excuses, you should be taking action. This is my last night here and around 7:00 PM I got a text message stating that my pin was changed and that they were sorry for the inconvenience…… It’s a little too late now.