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The front desk staff were friendly and helpful. They let me check in early after a long drive to rest and clean up for a late afternoon appointment. The coffee pot in the room was broken.
Hotel was clean, bed was comfortable. They were very accommodating in getting us a pack and play for our infant daughter. No wash cloths. Vending was stupid expensive. Continental breakfast is extremely minimal, not a benefit worth advertising.
Nice room comfortable bed. Breakfast was nothing special. Quality inns have better breakfast
I liked the bed it was comfortable! The room smell pretty bad, the front door didn't work properly it kept getting stuck to open it, and the cleaning people had their car in the middle of the hallway with stuff sticking out and didn't let people go through and didn't even care about people needing to go through!!
Well-appointed kitchen, full-sized fridge. Regular plates and silverware for two. Good location in Campbell for Silicon Valley business travel. It's right by San Tomas Expressway and El Paseo de Saratoga. Clean, nice room (modestly proportioned, though). HD TV and DVD player; remote that came with the TV (not with a red button that sells you hotel services and other nonsense). Common jacuzzi. I didn't partake, but it was in service and looked ok from my window, if you don't mind a jacuzzi that visible from a hotel window. Small, but decent lounge (the usual plush furniture and TV near the smallish lobby). Convenient in-house self-serve laundry facility (didn't try it, but it looked serviceable). Continental breakfeast left a little to be desired; "Eggo-ish" waffles and pre-made French toast. Wi-Fi doesn't allow uPNP. That doesn't seem like much of a problem for most people, but it means that Chromecast and similar devices won't work with the TV. That'll be a bigger deal in the future, when slingboxes are more common.
The staff were friendly and changed our room when we complained about the door jamming Rooms were clean and the hotel was mostly quiet Breakfast wasn't good. The door to our room frequently jammed Internet was slow and randomly cut out Tried the room service and it was terrible
The bed was comfortable and the room was nice and spacious. The walls were far too thin, you could hear everything. We were near the elevator and head it go up and down all night. The fire alarms kept going off late at night which the staff called "testing." Not enough parking to support the guests. Also the computers and staff aren't stellar. I've been charged now 3 times for the hotel and am still fighting the charges with a staff that mixed up my credit card with a strangers and wasn't very supportive of trying to find a solution. I would never stay here again.
We love the boutique hotel, convenience, location, breakfast, beautiful rooms and hotel decor bathroom light is on the outside of the bathroom
My room did not have a hair dryer, NBC sound did not work and I asked the front desk mgr. to check it out and I don't feel like he did. I previously have stayed here and there was always a bottle water in the room. There was no water.
I loved the bed. It was very comfortable. We had a lot of space in our room along with a DVD player. We were able to look at complimentary DVDs at the front desk to watch too! The location was great! Restaurants, movie theater, bars... All within a minute of walking distance. I wish they had an indoor pool!
The facilities are being remodeled so hopefully will be better in the future, though the room was nice. One gripe - the free WiFi is so slow as to be worthless. To get something better you have to cough up $10. In a time when even the cheapest dumps provide adequate WiFi this strikes a raw nerve.
Just a nice place, bed, bedding, furniture, location, everything is within walking distance 0
I liked all the surrounding restaurants available.
Loved the Hotel, the staff was nice. The room was roomy and large. It had robes for us waiting. It also has chocolates on the bed. The bed was comfortable and nice . It was in big shopping center with restaurants, movie theater and shopping center. Walking distance to everything
My wife and I thought breakfast was included and thought that $9.95 each for coffee and a roll was excessive. This rip off left a bad taste in our mouth toward the DoubleTree.
Was on phone for 2.5 hours trying to change reservation. Even though hotel was willing to cancel first night Kayak (hotels.com/ book it .com) would not cancel it. Never, ever book hotel through Kayak. Call hotel directly to book. Bed and room was nice. The toilet ran occasionally. Front desk staff was rude.
Location, friendly staff, large room I think breakfast should come with the room, at least cereal or something
Fancy, various locations to eat and enjoy yourself with partner and great America in a 13 min drive distance just a great stay after all and great valet service Beware of an extra 100$ charge at check in just in case you break anything in the hotel but will be refunded after check out and line is to long with no one trying to help them out to make the line go faster
Great hotel, room and staff! Got free upgrade upon arrival and an extra 1/2 hour checkout time so we could go to the next door art museum without a hassle.
Can't really think of anything. 1. Room was dated. 2. Room with a view had no view. 3. Parking was expensive. 4. Hotel had no charm or allure (other than the advertised picture).
Wonderful environment, great Beds close to San Jose Convention Center. Very Friendly Staff, impecible Service.
Location Bed was uncomfortable and did not have enough covers shower was outdated and shower head was cheap No coffee station in room Sparsely decorated
Clean rooms with feel of knowing they are clean Ac went out. Super hot. Small beds
Rooms Staff at the door
Walking distance to downtown San jose & Staff was great
A property in the Fairmont family. Being in historical downtown next to sites of value. Relying on amenities of a high end hotel which did not disappoint. The staff was friendly and helpful in all encounters. Extra fees for wifi these days seems unnecessary. Having to use hotel cards to go between tower and main facility (although security is appropriate).
I liked that it was downtown close to bars, clubs and restaurants.
check in and out convenience. Movies extremely expensive.
It's a good hotel with all the facilities you need, conveniently positioned across the road from the Hyatt convention center. No free WiFi, which for the price of the room, I would have expected.
The restaurant had very high quality food for the price and the bar was elegant and very accessible. Need to have FREE wifi in the rooms! This is 2015 AND the hotel is in the heart of silicone valley. For shame! Hilton
Great location and amazing hotel. The amenities were good as well. The rio was a nice size and I had a view of Levi Stadium. When I came back to the hotel at about 11pm there were no parking places. I believe outsiders were at the bar or guests had their friends visiting. When you are paying for a hotel room it's annoying not being able to park in the parking lot.
Andy the concierge took care of us like an old friend.
Everything was great Everything was good all people there are helpful
Helpful and friendly staff who keep up with the demands and requests of the guest. Also, a very quiet and clean space that allowed us to get our rest.
Clean. Comfortable beds. Great shower. Friendly helpful staff.
Nice staff Being woke up at 3am due to excessive loud noise outside the hotel window
Location was convenient The staff was unfriendly, I did not feel welcome. The lighting in the room was terrible, air conditioning difficult to adjust, and carpet was dirty
Great hotel, big tubs, free breakfast, close to light rail, very close to Whole Foods, and close to downtown.
Everything, from cleanliness of our room to the friendly service.
Is a great hotel, in my groups opinion it was better suited for many people than the Fairmount Hotel. Next year for fanime we will be staying at the Arena Hotel the whole time.
Lighting in the room was poor, the shower temperature would constantly fluctuate between scolding hot and just barely warm. The hallways still smelled of fresh paint and carpet was a bit tattered. Location isn't bad and the staff and breakfast was great.
You can't beat the price and the location I also like their breakfast .
The staff was amazing at accommodating our requests. I got the exact room I had hoped for. Convenient mini fridge, microwave, and disposable plates, silverware and paper towels were stocked in the room. There was a TV and a wall mounted radio, although it would have been better if the radio had a USB connection so we could play clearer music through our phones. Never got a chance to use the spa tub feature, but it looked like it would have been nice. We were literally right next door to CVS Pharmacy for any last minute necessities. I was also excited that Whole Foods was a 5 minute walk away at most. We had an easy walk to the SAP Arena where we watched the concert with the convenience of leaving our vehicle in the parking lot provided by the hotel. That saved about $25 in itself, and saved us from the concert traffic afterward. We were pleasantly surprised by the hot, cooked breakfast they provided from 6:30 to 9:30 am. Bacon, eggs, fruits, pancakes and french toast, plus other items we were too full to try. Overall, I would highly recommend this hotel, especially if you are seeing a show at the SAP Arena. Update wall radio to allow USB hook up to smart phones. My fiance states the bed was comfortable, but to me it was just okay. You could hear people running around and cleaning going on during certain hours, but it didn't disturb my sleep. Overall, I had a very positive experience at this hotel.
The room was beautifully remodeled with high ceilings and lots of space. Continental breakfast was filling and fresh. My first impression of the hotel was not great, however, the staff was friendly and the rooms were very clean. The rooms above us were a little noisy.
The hotel is dated and could use a remodel, but it was reasonably priced. The room was clean, large but old. There was a jacuzzi tub in the bathroom which we didn't use. The switches and timer where outside the bathroom which dated the place. Still the room was good for what we needed it for. We had a good stay there.
Room is very clean and quiet. Love the Jacuzzi. Need more cable channels.
Very friendly staff, overall the rooms are nice, clean. Bed was comfortable. Close to where I needed to be for meetings. Breakfast room was large, clean, good selection, good coffee. Would return for work trips, especially for the price! Took >10 minutes for the hot water to get warm...so much so that the first day I showered I didn't even notice the water getting very warm at all even after letting the water run and run for several minutes. My room must have been the farthest from the water heater! Additionally, the room coffee maker had ~1cm of stagnant looking water sitting at the bottom of the reservoir (gross), though because of the free coffee with breakfast it did not matter.
Room carpet very stained, couldn't tell if it had been cleaned. No matresss pad. Faucets loose, black mold in shower.....
The location is in a very nice area of Campbell. You can walk to Downtown Campbell with ease and there are good dining options around. The breakfast is very good; it proved beyond expectations. This place is shady and dirty. The jacuzzi wasn't officially closed during our stay....but the grey grime floating in it did not entice a dip. The walkways were covered in trash and bird feces. Cobwebs adorned the railings throughout the complex. Some of the doors DO NOT latch completely; in your carelessness it could be very easy to leave the door completely ajar. The shades and curtains do not cover the windows entirely, leaving late sleepers suffering through sunlite.
location. I use to put all my clients at this hotel and conduct meetings there because of their proximity to us. The customer loved it because of what was around the hotel and the hotel was in very good condition. Run down, needs a total overhaul. Has lots of competition in the surrounding area, but they could be so attractive, plus they are known because they have been there for so long. Their price was lower than hotels right around them, but that is because they are so run down (by today's standards). They should go for it and update the whole hotel and then advertise the hell out of it. It could be considered a boutique hotel which would differentiate it from other brand name hotels.
Breakfast was free Rom was dirty asked to be move to another room. Guy at the desk acted like I was putting him out to do his job. Did feel like I was a valued customer. Rooms out dated and the price was not worth it.
Very friendly, professional front desk staff, clean room, great location. Even complimentary breakfast. Definitely great value! Nothing!
Friendly front desk, clean room, extensive breakfast that ends 10am Monday thru Friday and 11am weekends and holidays.
Rate was good Access to room was fine Room was clean Newer in-wall AC unit Quiet (mostly) Parking was free (and had enough spaces) WiFi was working, but barely It's a little tricky to get in/out of (have to be traveling in the right direction on Campbell Ave, not the easiest freeway access despite being next to the freeway) It's quite loud when people walk outside your room (upstairs)
Friendly and helpful staff. Great breakfast. Excellent location for our purposes. Clean and comfortable rooms.
Location. Great breakfast. Quiet. Broken door lock.
The room was c
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Great hotel and good price Parking is valet because working on parking lot.
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Close, clean, affordable, good service, acessibility to major roads and freeway, staff was very helpful when my room's door sensor decided to have a fit in the middle of the night. My room's key sensor was a mess. I made 3 trips up and down the elevator because the sensor wasn't reading my cards properly the night I stayed. It didn't occur to the staff to send someone to fix it until my third stop for a card that might work.
Pool and hot tub Parking and hotel access
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This guest did not leave comments about this hotel.
Great and safe. Miss a full restaurant, but there were lots near by.
It was quiet, in a easy to find location, and the room was very comfortable. Thank you
Room was spacious & very clean. The business area was free & easily accessible. They only give 2 'complimentary' breakfasts per day Even if you register of more than 2 people.
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The staf was extremely accommodating and friendly. the food in the restaurants was of excellent quality and the Lounge Bar was an excellent place to relax and grab a light meal. The room was large and perfect for my business trip. I liked everything about this hotel
Was given a double bed instead of a king. Uncomfortable and had to sleep in two different beds
Amazing views, great service and great bar
The design of the hotel is amazing! I love the modern feel and everything feels new. Downside was I came on a day where teenagers called "future business laws of America" were staying for the weekend. They were loud and obnoxious in the hallways, elevators, and at the pool. It seemed like I could never get away from them!
Room was excellent, except my city view was a view of the stadium. Can't really complain about that though it was fine. They even sent up a bathrobe to my room when I asked. There was some youth convention going on which wasn't really a problem. However it took me a while to get on the elevator to get to my room
The close proximity to the light rail and bus stops ,with very friendly and helpful staff Only two sachets of coffee left in room to use which meant after a night cuppa nothing left for the morning. When I left a note to the maid asking for more only one more sachet was left ---barely adequate for two people!!??
The room was clean and tidy. Very simple, no art or decor to speak of. The lobby looked new and modern. Staff was very professional and nice. The HHonors floor was still in carpet from the 90's. Very old and out-dated. The room was very dated as well. My daughter who is 5'4" could press on the ceiling tiles, they were so low and old.
Love that every room has their own balcony for fresh air. Great ammenities down stairs and friendly staff! I always enjoy the excellent customer service here. The location of the hotel is convienent, close to restaurants, shopping, and airport. Going in and out of the parking lot became an issue. At the Doubletree guests have the option of valet or self park (you are charged a nightly fee per night). We chose to self park, upon entering and exiting guests must use a parking ticket to do so, the parking meter ended up not working so we'd be stuck for 15-20 minutes along with everyone else trying to get out. They should use room keys for this versus paper tickets that eventually get bent out of shape.
The airport shuttle was terrific to have.
I was charged twice for parking at the hotel. We were not allowed in/out entry into the parking area with our room keys. I was charged for parking at the parking gate and on my final bill. I called the hotel for REFUND and I haven't seen the refund on my bank statement as of this moment.
Rooms are spacious and clean. You have to pay for almost everything else; internet, parking, breakfast.
Very friendly staff. Nice breakfast. The hotel nickel and dimes you. $2.50 for bottled water, $19 a day for parking, expensive breakfast and dinner.
Warning: Parking is NOT free at this hotel, not even for guests. You'll be forced to pay $20 to park per night! This made for a very obnoxious surprise during check-in.
Pam at the registration desk was friendly and professional. Great first impression! I did not receive the complimentary breakfast that was advertised; confusion about a coupon. I was a bit disappointed in this.
Had a problem with the first room but they helped me switch rooms no questions asked
The valet service was overwhelmed since the hotel had no self park option. Plus, the valet was serving guests who weren't even staying at the hotel but attending a concert or conference in the area. It's a bit ridiculous that it takes 20 minutes to drop off a car with valet and another 20 minutes to pick it up.
Pay WiFi with speed tiers.
Great room overall, clean hotel in excellent location. Close to shops, food, and activities. Great service and friendly staff. Convenient parking (though it costs extra even without valet) garage connected to the hotel. Only a block away from Original Joe's. Despite a few quirks, I would stay here again. Charge for WiFi (unless you are an Elite member), ridiculous prices for snack shop food and goods ($5 for a Dairy Milk candy bar, $6 for an Odwalla Smoothie!), $45 for a t-shirt! Also, the hotel smells like the air freshener they pipe in at many of the Las Vegas hotels (could be a plus if you like that). Also, the choice of "aromatherapy" soaps are awful--why not go the clean, fresh scent of soap instead of burned wood?
I really Liked its location, we were attending a event at the convention center and the hotel is actually leads into the convention center. That was great! We didn't have to walk at all. All staff members were extremely nice and willing to offer any help that they could offer. The hotel was very busy due to the event, but the staff still dealt with customers in a very polite and friendly manner. I also wanted to say thank you to this hotel for not treating us any different than there other guest, we have been to other hotels and due to our ethnic background have been treated like we were some how less. This hotel did an excellent job treating everybody well and respectively Thank you so much! Some of the things that we weren't so pleased with that room service had certain hours and that it wasn't 24 hours and that the rooms were a little smaller than what we excepted. But overall we had a great experience
Excellent location, top choice for San Jose. Walking distance to major attractions and night life in the area. Excellent VTA transit access as well. Also consider the Hilton and Fairmont nearby. Valet parking is $29 with in/out privileges. This is a reasonable price for the area.
Top notch hotel. Clean, newly remodeled, all amenities & on site restaurants etc The valet. He did not specify pricing of valet vs self park or exactly where self park was located.
Room was very quiet, even with all of the airplane traffic on approach to San Jose Airport.
Great grounds and plenty of character; a relaxing venue with history and luxury.
The staff was very helpful when it was found out that the website I had booked through hadn't communicated with the hotel fully and they had to go digging for my reservation. But I got a room, it was very nice, even if a bit cramped, but that didn't detract from my stay. The grounds were very nice. I enjoyed their exercise room, it was more filled out than most hotels. I just wish I had had warmer weather to enjoy the pool and more time to enjoy every other feature of Hayes Mansion.
We stayed here 1 night in room 121. It was a suite with easy access to the swimming pool. The back door lead right to the swimming pool. The pool looks bigger in the picture but it's still a excellent size. The staff was great and Sunday brunch was delicious. Good hotel to relax and get away from the regular 9-5. The only thing I can critique is we were there on a Saturday and there's was nothing special for dinner. The bar food was ok and room service food was ok. No restaurants walking distance but no big deal. Everything was releasing
The grounds are really nice with a large and comfortable patio seating area and swimming pool. The furnishings in the room were old, old, old, and poorly decorated.
Staff incredibly attentive The shortness of our stay
Driving up the residential street and coming upon the entrance for the 1st time gives you a feeling of stepping back in time to another era. The attention to detail and the beautiful wood trim all around gave a feeling of a very special place. I had only one night to explore the mansion and surroundings.
Used condom wrapper in the drawer. Need i say more.
Beautiful grounds Nice rework of what was there previously Nice pool and hot tub Good lounge Ample parking Comfortable bed Difficult to get to (in the middle of a neighborhood) Staff wouldn't print me a receipt (big issue on business travel) Pool / spa could be open later
I had called ahead to make sure I coukd check in late, but when i got there, I couldn't find the front desk person (or anyone) for 5 minutes, then when I finally found her, she found my reservation, but couldn't tell what rooms were available & so had to call her manager, and long story short, it was just over half an hour between when I walked in the front door and walked into my room. She said it was her second day, which I can only imagine is really overwhelming, so I was trying to be patient, and I've had good experiences every other time I've stayed there, but i have to say, this one left a sour taste in my mouth.
Everything from the room/bathroom was spotless incredibly clean . beautiful place to stay. Absolutely no negative comments to say.also GREAT STAFF! Very helpful and on point..even if I have to go out of my way to stay here again it would be worth it.very quite also.no traffic noises etc.will be back for another stay asap!!!
Good location for where I had business. Helpful front desk staff. I had read reviews saying it offered a good European-style continental breakfast. All there was at breakfast were small muffins, bread, and cereal.
Cool historical character, nice rooms. Significant road noise from obnoxious cars at the intersection out front.
The staff were very helpful. A bit of a mixup with hotels.com and they were super accommodating. Room was big, clean, had a big jacuzzi tub which I didn't even notice until it was time to leave. Would recommend.
Location / convenient Kinda old decorations and not very clean
Very comfortable, nice size, good value. For visit to family in Saratoga it is about 10 - 15 minutes drive. Traffic sometimes very heavy. It is more comfortable, spacious, and better value than hotels close to Saratoga. Included breakfast very nice. We had been there previously, didn't read reviews.
Lovely hotel with great clean rooms. Breakfast was better than usual continental breakfasts provided in other hotels. Located on busy street, but ideal for us as we were going to a concert in Saratoga.
Very nice, clean, great bed.
the pleasant atmosphere and location
Correct service, ample and clean room. Quiet. Complimentary internet. In general, it was a pleasant stay. The quality of the Internet connection was somewhat erratic.
Decor is exotic, very nice. Had to change rooms to get working A/C and the staff seemed to know this was a problem when assigning me the room. Wifi worked in lobby but not in room.
The hallways were hot did not feel like they had any air on
Smell. Dirty carpet. Hair in bedding and tub
Happy Hour, large room, relatively good wireless internet, better than average breakfast, comfortable bed. Phone didn't work, no easily accessible bedside lamp, carpet could be replaced.
Everything...happy hour; great breakfast No light switches near the bed
Rooms are very well kept and the beds very comfortable. Clean, spacious bathroom. Breakfast was included, not a ton of options, but tasty. There was also a happy hour on one of the nights we were there, which was surprising and very nice after a long day of driving. Facilities a little outdated, you can tell that the hotel is not new. Rooms are a little dark. Very slow elevator.
Awesome selection of breakfast food and nice outdoor area with a pool table!
Extremely well treated by front desk. Lovely complimentary breakfast. Rooms extremely comfortable. Bed, pillows cleanliness. Walking outside to get to elevator. Minor inconvenience.
Very nice hotel in a great area. For the gym they are affiliated with the YMCA which was amazing. Will definitely stay here again
Comfortable, clean double queen room with separate sitting room Large screen TV in both rooms 2 sinks, large bathroom Fully stocked & locked beverage fridge & basket of snacks Decent complimentary breakfast Excellent location & why access Decent price; booked through KAYAK.com Hot tub/pool - large, clean & fun. Although closing is documented as 10pm, we were very quiet and the hotel staff did not bother us...we stayed in hot tub till 11pm. Major issue: HOUSEKEEPING DID NOT CLEAN MY ROOM. I had organized the room specifically to help housekeeping do an efficient job and needed all new towels and stuff...but returned at 6pm to a (still) dirty room. Called front desk (housekeeping closed by then) and they brought up 2 towels and new soap. You know, "I'm sorry" just doesn't cut it. Refused to let me have a couple of snacks for free as compensation. Pretty 'cheap.' Bad customer satisfaction handling. Pool/hot tub should close at 11pm, not 10.
The pool area is absolutely beautiful and my double room was quite spacious and comfortable. They really do well with the little things. The location was very central to my business reason for staying.
We loved the late night pantry
The bathrooms were well furnished... Better than the actual rooms. The staff was very friendly. True price I paid was not worth the room. It was a very crampt room with ancient furniture. The rooms were a boring shade of beige and our window view was another building being constructed. It's layout seemed more that of a comfort inn with a price tag of 90 dollars a night rather than 150. It's not worth the price, if you have a car go to a comfort inn and save some money cause got the same experience.
The newly renovated rooms and baths are simple and elegant. The Hedley Club lounge serves good food & cocktails. Conveniently located in downtown San Jose, short walk to Convention center. The room lacked many standard amenities: 1) password protected, high speed Wi-Fi (Wi-Fi was free, slow and unsecured) 2) in room safe large enough to fit a laptop 3) stocked mini-bar (empty mini-fridge provided but there were no vending machines or in hotel shop to buy snacks & drinks) 4) in room guide/magazine with local/city info
room service was delicious and fast. Stay was very comfortable. Beautiful large bathroom. Great location.
The Valencia Hotel is one of my all time favourite hotels. the location is excellent, priced competitively and the staff are friendly and helpful. Great service!
Convenient location, rooms are spacious Staff who were responsible for room service, hotel operator on phone were outright rude
Very comfortable room. Close to shopping and great food.
Great hot tub and pool in a convenient location right in Santana row. Spacious rooms, well furnished and decorated. A welcome respite from Silicon Valley. N/a
Staycation Paradse... Ran away Halloween night... Great food drinks and security keep fun a perfect balance
Fun location, great vibe, beautiful common areas and outdoor living space. Wonderful breakfast included with room. Called to confirm pool was open (November) with beverage service, were told it was and that someone would come out to offer us drinks. Nobody ever came for 3 hours.
the cleanliness and uniqueness of the room and facility
I chose this hotel largely because it was an inexpensive option near Levi's Stadium. It definitely saved us quite a bit of money because there is an inexpensive bus that takes you right to the stadium for $8 round trip. The hotel itself was great! The staff was friendly and allowed us to check in early and borrow a phone charger. It was fairly clean and had a charming boutique feel. I would definitely recommend this hotel!
Very friendly staff, convenient to have a bar and restaurant in the hotel. Rooms are very clean and comfortable. Most importantly, again, staff was very welcoming, pleasant and made it a very luxurious experience. Only thing we didn't care for were the rough towels. The robes were pretty dated and hard as well. I know towel rotation and use is very hard to keep up with, but is also very important in keeping the luxury experience for customers. Otherwise, great place to stay.
They were very focused on helping me get what I needed and when I needed to add extra days they made it happen easily. I have always loved this hotel and now that it is changing to a a Hilton in a week or so I hope it stays the same.
Friendliness and helpfullness of front desk. Housekeeping did not show up 2 of 4 days, even with complaints. I notified them that I would be out of the room from 6am until noon while I had dialysis and would need to sleep all Wednesday and Friday afternoons. No action, not even clean towels!
Nice failities Needs a hot tub/pool
Location is good. The room was comfortable enough. Did not like the staff. Not helpful or accomodating or even warm.
Staff goes above and beyond. Even the maids ask how you're doing and tell you to have a great day.