2/10 Rating
This used to be the Ace ( a great hotel I loved )but the new management has made this place a desolate, soulless place. Everything is digital so they can cut down on staff costs — so it’s empty and has non-human service most of the time. A lot of the lively features, like the cafe and bar, have also been cut and now lay sadly empty. Everything that made this hotel wonderful has been stripped, basically.
Cleaning service also lost my nightgown (lost, not stolen) / constantly rearranged my stuff, and I was told by customer support to put on the “do not disturb” sign to avoid housekeeping coming in. That is not a solution… having to pick between a cleaned room or making sure my stuff doesn’t go missing is not appropriate for a motel, let alone a “luxury” hotel.
Couldn’t even get a refund despite my literal belongings going missing. Customer service is very inflexible, even when I have pretty valid reason to not want to stay here any longer.
Overall I’m super disappointed as I used to love this hotel. New management has ruined the soul, vibe, and quality of this hotel. Also, the new name is weird and kinda cringe.
Next time I’ll stay at the Line, Freehand, or Mondrian (all places I’ve never had to worry about losing my belongings/ having to choose between a clean room or locating my possessions ).