"The overall experience was good. My kids and I enjoyed the stay. The hotel felt like four stars in some ways but not others.
Upon arrival, Barry I believe checked us in and he was fabulous. Personable, detailed, and a RenFest fan.
Cleanliness was good overall but there was a urine stench in ghe bathroom that stayed even after cleaning and mold around shower fixtures. I alerted the checkout attendee and he said he'll note discoloration...I said, " no it's not discoloration, its mold, I have some pictures."
Dining: The food was delicious, very clean, staff was just okay. At a four star establishment, if guests walk in 20 minutes before you close as we did...even if it were 5 min, you have to treat that customer as if they walked in 2 hours before closing. One hostess didn't even greet us good morning after I said, "Good morning. A table for 3 please." She responded, "Okay, but just so you know, we close in 20 minutes." Waittress seemed to have fake smile and we had her twice in a row.
Valet cart and car service: I had a rolling valet cart full of suitcases and bags at check out. No one offered to assist me. One valet attendant was chatting with a guest while my kids and I waited until I said- we're checking out.
Calls: When I called front desk to ask for extra towels one night the front desk attendant responded as if annoyed," Yeah, we'll send it up."
These are all not so major things but they do add up to a staff that needs training in "delighting" customers."
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