My stay was subpar. I booked a Hub Suite, which every website said would accommodate 4, and I specifically indicated that we would be 4 during the booking process. We arrived past 1am on our first day but actually started getting ready for bed at around 3:30am. At that time, we discovered that the room was only equipped with 1 king bed; there was no sofa bed. We had to call the front desk and request 2 rollaway beds, and it took about 45 minutes for both beds to be delivered. We ended up going to sleep past 4:30am. We later found out that the none of the Hub Suites have a sofa bed! That being the case, it should not be advertised that those rooms accommodate 4 guests because they do not, but at the very least, the 2 rollaway beds should have already been in the room prepared for us. The following morning, we spoke to a lady manager or assistant manager (don’t remember her name) who said she could only credit $100 for our troubles. She said that the rollaway beds weren’t already in the room because “sometimes, people indicate that it’s more than 2 people by mistake”. I told her she should not have made that assumption because in our case, we were actually 4! I feel like the credit should have been more since we did not get what we had booked; a room that comfortably accommodates 4. We booked a Hub Suite because it provided a nice living room space, where we planned to celebrate New Year’s Eve. But now, we had 2 rollaway beds in the middle of that space, so it was as if we had booked a regular room.
The rollaway beds were TERRIBLE. We had to have them replaced toward the end of our stay. My kids were literally sleeping on springs with a thin covering on top. They made so much noise and were so uncomfortable that you would think the beds were first bought in 1960 and never replaced. Not fair, especially since we stayed for 6 nights!
The lady manager that gave us the $100 credit had also offered to cover the valet parking expense. We did not have a car upon arrival but ended up renting one for a day. Upon checkout, we saw that 2 nights of valet parking (at $55 a night) had been charged to our room. When we informed the front desk attendant that the lady manager had offered to cover the valet cost, he said he didn’t see any notes about it. Instead of inquiring further and trying to help us, he kept interrupting me and wouldn’t let me finish my sentences. He was very rude. I had to stop him in his tracks and tell him to not interrupt me anymore. That’s when he finally called Joseph Farrenkopf (the manager on-site) over. Joseph was very kind and understanding, and was able to take care of the valet fees for us. I actually recall seeing Joseph throughout our stay and he was very nice and attentive. He would even serve wine during happy hour.
To sum it up, my stay was subpar because I did not get what I paid for, and with the exception of Joseph, the cleaning staff and the valet staff, the rest of the staff I interacted with was either not very knowledgeable about the hotel or was not nice, welcoming, or understanding.
P.S. We just arrived back home and as we were walking to get our luggage, my six year old tells me: “I’m glad we are back home”. Mind you, he’s never said that after a trip. He always wants to prolong the vacation. I asked him “why papi?”. He said “I didn’t want to sleep in the uncomfortable bed (the rollaway) anymore. :’(
