Mason & Rook Hotel

Nice hotel and nice room. Elevators were a bit of a bottle-neck. There was a sort of ebb and flow hum audible in the room, which became a little unpleasant overnight. We were on the 2nd floor.

It was great! We love this place! Definitely we will come back and recommend it to our friends!

They had an issue opening the garage door so I had to wait for 30 minutes to get my car back. But they acknowledged and owned the issue. The manager apologized and refunded the valet parking charge and the convenience fee. I gave them 5 star because they addressed the problem to my satisfaction.

Pro's: Location is fantastic. Right on the 14th corridor. Within a block or two of so many great restaurant options. Modern boutique decor with a great rooftop bar and pool! Con's: (1) The staff was sub-par, especially for a Kimpton. The asst manager was unhelpful (not rude), but completely unqualified. Felt like I was talking to a new hire about things a manager should know how to handle. Also asked front desk for a local recommendation and was shrugged off. Either disinterested or just unhelpful. (2) We moved rooms 2x at check-in due to large disgusting stains on the carpet in the middle of the room. (3) We could hear full guest conversations through the vent in our bathroom. Word for word with full clarity and volume. Had to shut the door and turn on a noise maker to shut it out so we could sleep. Overall, beautiful looking. Great location. Poor and untrained staff. Won't stay again.

We specifically booked this hotel because it had a pool that we wanted to go to before dinner, only to be told WHEN WE CHECKED IN that the pool was closing at 5pm for a private event. We went up to the pool at 3:50 with the intention of getting a drink and sitting out only to be told at the bar that they were closing at 4pm and wouldn't even let us get a cocktail. So. the pool was a total bust and I really wish we had stayed somewhere else because I thought this hotel was a Kimpton, but it DEINFITELY is not. Kimpton's are well oiled machines and this was not that. Everything seemed cheap and off. And when we went to check out, we were told it would be 25 mins for the valet to bring our car around and then they couldn't find our bags for another 20 mins. My husband was a valet for hotels in Virginia Beach and this is NOT how things are done. Overall just not a good experience. Wouldn't stay here again or recommend it.