We wanted to like this place. The property itself is so unique and beautiful. The rooms are nice and most of the staff are well trained and very nice. However, we went for our anniversary this past weekend and experienced the following issues: 1. At check-in we were given the wrong room. When I called to ask, the front desk person first questioned my representation saying she showed a standard room, as I was looking at my email confirmation saying the opposite. She then tried to tell me they were basically the same room. She then later called back, moved us into the correct room and gave us a $50 credit, which I appreciated and thought issue resolved. 2. In the week leading up to our visit, I was texted that the hotel was going to put a complimentary bottle of champagne in our room. I was appreciative. The bottle was not in our first room. Not until we were moved to a different room was the champagne there. I know it was a free bottle. But if you represent to me that you are going to do it, and you hold yourself out as an exceptional Michelin-key resort, things like that shouldn't be missed. 3. We booked couples spa treatments. In between services there is as waiting area with loungers, water/tea/coffee, magazines, etc. There was not enough seating so my wife and I sat outside in the rain under an umbrella. Staff was nice and brought us blankets. But there was no apology and I can't stomach we paid that much money and had to sit in the rain because there was not enough seating. 4. The biggest issue was noise. We have three young children and one of the biggest things we were looking forward to was sleeping in. At 5:37 a.m. we were woken up to a loud beeping noise from a truck backing up that repeated over and over. The truck was taking down a wedding tent from the night before and loud clanging, talking, and noise continued for the next hour. It is an old building and noise traveled right through the windows. I called the front desk but the noise didn't stop. When I complained at check-out, staff was barely apologetic and told me, ”no one else seemed to have an issue”. We spent thousands at your property that is clearly trying to be elite. The lack of caring for the noise issue really was the nail in the coffin. We are not light sleepers. If this hotel didn't hold itself out to be what it is which is also reflected in the room prices, I wouldn't be this nit-picky. However, for the money, if you're looking for a top end hotel, I'd go elsewhere.
Outstanding
75 Reviews