Rated 2 out of 5 Shopworn in General
Our first room had a clogged tub drain and was still clogged after maintenance came to service. After two nights in that room, I asked to be moved. After looking at one room which had dirty carpet, I looked at another and found it to be satisfactory for our third night's stay. The hall carpet on the 4th floor was dirty. The carts for getting luggage to and from the rooms are old clunkers. Not a well maintained facility, in my opinion.
On the other hand, the buffet breakfast was delicious!
April 18, 2014
Rated 2 out of 5 by Mopses Noise level of Air conditioning prevented sleep
You do have a very nice looking hotel and I remember watching it being built many years ago when I owned a business across the street, so when we came back to town for a visit I thought it would be a nice place to stay.
All was good until the air conditioner came on at 1 in the morning. It was very hot in the room so we could not just cut it off. Every time the unit started it sounded like a freight train. No way could one sleep through the noise. It went on until 4 am and I cut it off with no sleep. It very quickly became too hot in the room so we got up at 5 am and went out to 7 11 for coffee. I was very disappointed and very tired on my trip back to North Carolina. You staff offered to add points to my account but I feel this was just to pacify me. Not at all happy with my visit. As we still have family in Richmond we are there often, but in the future I think we will have to find other accommodations.
April 14, 2014
Rated 2 out of 5 by EllieVT Was not impressed
This hotel has a classy feel, a comfy room, and is very nice looking. However I have a few issues with the staff.
First, I was given a gift certificate for a one night stay. It was requested on the certificate to make a reservation, which I tried to do. When I called the hotel, I was transferred to several different departments, asked to call back or dial an extension (which was never offered), and even told that I had to call a different number separate from the hotel. I called the hotel 6 times, and each time this was the case. A few times I was told to ask for the in-house reservations, and was STILL connected to a different department by the operator.
FINALLY, when I was transferred to Denise, I made my reservation. She knew what she was doing, was professional, and I made my reservation within minutes. She also asked us whether we would like a king size bed or two doubles, so we requested a king size.
When we arrived a few nights later for our reservation, the woman at the front desk was confused - she had never dealt with a gift certificate before. But no matter, she checked us in. She wasn't sure what to do with our gift certificate, which also was valid for a free breakfast, but she ended up keeping the certificate (which was probably policy). She then said she didn't have a king size bed available, even though we had reserved one, so we shared a double size bed that night (which were too firm for my taste but that's not the point).
The next morning, when it was time to check out, we took our keys to the front desk. We were not familiar with their check out policy. There was a gentleman being helped at the counter, but there were two front desk staff members. They did not acknowledge our existence, and this especially made me angry due to the fact that one staff member was taking care of the one man, so there was another person there who could have at least said hi, or that they'd help us in a minute. After several minutes of waiting to be acknowledged, I left.
The hotel is classy and very pretty, however I was not impressed by the staff that I encountered. Needless to say, I doubt I will be returning.
April 14, 2014
Rated 3 out of 5 by mickey26 Nice hotel - staff needs improvement
This hotel was very nice and the food was good - club lounge breakfast was a real plus. Unfortunately I would not recommend this hotel because of the front desk staff and the food service. We checked in on April 4 with a guaranteed Club Floor reservation and were told there was not room available. The clerk was not pleasant or helpful and it took a full 10 minutes for her to agree to give us access to the Club Room even though we could not stay on that floor. I have never had such an unpleasant encounter with a hotel check in staff.
April 7, 2014
Rated 1 out of 5 by LovesApples Overall Bad Experience
Here were my issues:
Had to unplug the refrigerator b/c it made a weird buzzing sound. We turned the A/C fan to "On" so it would run continuously to block out surrounding noise, but it wouldn't stay on. It would run for a few minutes, then quit while other weird sounds ensued. Our room didn't come with a hairdryer as promised, so before leaving in the morning to sight-see, I asked the downstairs desk to send one to the room. Upon us arriving back over 2.5 hours later, there was no hairdryer, so my husband had to go ask for one again, and they still didn't bring it up. We had to leave very soon, so my husband tracked down a maid to get one. Also, the wallpaper in our room was coming off the wall in spots. We also had dinner at the cafe downstairs and the food was not good at all. The wait staff was even worse.
April 5, 2014
Rated 4 out of 5 by MimiB Convenient and met our needs
We stayed here for a wedding weekend. It was close to venues and family homes. The staff was pleasant and worked very hard to do as we asked. Nice to have a bar on site. The restaurant was adequate. Would have been nice to have a bellman to help with luggage. Could use a better stocked shop for needed articles and snacks. I would stay again. Special people: Ashlee (the best), Miriam, Sherice, Whakita and Yukary..Amanda a the bar needed help. She was overwhelmed.
April 1, 2014
Rated 5 out of 5 by APA123 The hotel is clean and the staff is friendly. They truly go above and beyond
The hotel is clean and the staff is friendly. They truly go above and beyond for their guests. Denise Walters is exceptional with keeping our reservations organized and making sure we always feel welcomed.
April 2, 2014
Rated 3 out of 5 by Laaka6 It was Ok
I was promptly checked in and the people were very pleasant. The room however, was older and it showed. The bathroom shower leaked, the pillows were old and flat and beyond soft, and the mattress was not fluffy and comfortable. The teenage soccer team screaming and running around until 2am was no joy either.
March 31, 2014