The place was beautiful and had gorgeous views, as we were on the 20th floor. The customer service was lacking. Check in time is at 4pm, and we got there at 3:55pm but had to wait outside the suite while the cleaners laughed and joked in another language in the suite. It was kind of awkward having to wait outside of the suite while they cleaned. I know they said to check in after 4pm, but they really shouldn't cut it so close and make people wait with their luggage in the hallway until 4pm exactly. When we entered the suite it was smoldering hot! Not sure if the AC is broken, but it wasn't turned on and it didn't seem to work at all, even though we played with the settings. We texted Tanya (the caretaker?) and she told us how to turn it on but that didn't help, so we ended up just buying an oscillating fan for our stay, otherwise we would have baked in there! We also discovered a very dirty plate sandwiched between the clean ones in the cupboard. We asked for a gym key (which should have been provided at check in, in my opinion) and she said she would have someone slip it under the door the next day (which would have been almost 24 hours later)... not sure why it would take this long to give us a key. I don't think we should have had to wait this long. The key did not show up the next day as promised and we had to ask a second time. Finally the key showed up after asking a second time, and by this time, it only gave us half a day to use it, as we were checking out the next morning. Also, be prepared to provide your own amenities, which is something we were not made aware of. You are only provided with ONE roll of toilet paper, and when we texted Tanya and asked for more, she told us they only provide one roll. This shocked us, so we texted back saying "really? only 1 roll for 3 days?" Tanya never texted us back (a bit unprofessional to not respond), however, they dropped off 2 rolls that afternoon. Lastly, when we got home, the next day I received an email reminding us to pay the balance, however, we had left a personal cheque on the counter as instructed to do so when we left the suite. Do these people ever communicate with each other? It's a good idea to check your facts before making your customers feel like they are avoiding payment. Obviously this was probably not their intention, but organization goes a long way in regards to good customer service. Overall, we had a good time in the suite, but would have been good to know about some of the stuff beforehand instead of being surprised later, which is very frustrating. Nice place, but definitely NOT better than a hotel, as their website states. The only thing that is better is the esthetics, but hotels are much more convenient, and you get much better and more immediate customer service at a hotel.
|How easy was it to book the property?||How helpful were the directions to the property?|
|How easy was key pickup/access to the property?||Overall condition of the property|
|Bedding & mattresses||Kitchen & utensils|
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