The hotel itself is beautiful, feels premium, and the amenities were genuinely great. The staff who welcomed us when we arrived were also very friendly, so our first impression was excellent.
Unfortunately, one major incident completely overshadowed the rest of the stay.
We returned to the hotel late at night and found the exterior doors locked. We had our room key, but it would not let us back into the building. The front desk was completely unattended.
We called the hotel repeatedly while standing outside and could literally hear the front desk phone ringing through the glass with nobody answering it. I spent nearly an hour pounding on the glass trying to get someone’s attention before a staff member finally appeared.
What was most disappointing was the complete lack of concern afterward. There was no meaningful apology, no acknowledgment of how unacceptable it was for paying guests to be locked outside their hotel in the middle of the night, and no real effort to make it right.
Because of this, we barely slept. The next morning, we explained everything to the front desk while asking about a late checkout. We were quoted roughly $200 to stay until 2 PM. Even after explaining that the reason we needed extra time was because we had spent part of the night locked outside trying to get someone to let us in, the response was essentially just a flat “sorry.” No waived late checkout, no manager involvement, no credit, and no meaningful service recovery.