Overall the stay was good. The room was clean and spacious. However, I had a very frustrating experience that will prevent me from ever returning.
My room was cleaned out as if I checked out after the first night of my 3-night stay. This wasn't a major problem, since my main luggage hadn't arrived from the airport. However, a phone charger and the complimentary airline toiletry kit were missing. I notified the front desk when I returned on the second night, and they told me they don't know where it went and can't help me until the morning. So my phone died. At this point, I'm not too upset honestly--mistakes happen.
The following morning I ask again, and they say housekeeping doesn't know where my few things are. The message I'm getting from the 2 or 3 front desk employees I've talked to is essentially that I must've misplaced my things because they don't lose things, nor do rooms get cleaned out unless a guest is checking out. I'm doubting myself at this point also. I push once more, and they tell me they'll check again and send whatever they might find to my room.
So, that evening (3rd night of my stay), I ask the front desk if it was found before going to my room. They say no--nothing found. Recalling the missing toiletries, I push and say that I'm sure I had some things taken, what happened to them? They say they don't know. I say OK, what can we do? They say sorry, we've done our best. I push again, my phone is dead and I'd like to charge it. They give me a cable which fits my phone (the previous night I asked for one and they said they had none, hmm). I am fuming at this point, but head to my room. My things have been replaced, so I return the cable. No response from the concierge, besides, "thanks." No apology, no acknowledgement, nothing. Just a magic reappearance of my lost things after essentially being told I was crazy or stupid.
Lots of things went wrong. The important thing to me, though, is that nobody ever accepted blame or owned up to the hotel's mistakes. I was essentially treated like I was delusional. At least five concierges treated me that way, with the final one being the worst. I'm a forgiving person. Honest mistakes happen. These were dishonest--lies. If I can't trust someone to own up to a simple accidental room clean-out, then how could I ever trust them with more? The least they could've done is "MAKE IT RIGHT." Needless to say, I'm never using this hotel again.
Note: the concierge who checked me in at 2:30am was very kind.
