This hotel is a mixed bag—while their bellboys (at least the two who assisted me) are excellent, sincere, resourceful, and easy to communicate with, some of the staff and management seem clueless about what constitutes a good hotel experience. I wouldn’t demand much if this were just a standard hotel, but when you label yourself as a “luxury collection,” charge premium room rates, and station fancy-looking staff around the premises, you should understand what customer experience truly means. Unfortunately, it seems the management is either still learning or unaware that they need to improve.
Interestingly, during the same trip, I stayed at other hotels in the country that provided far better service and overall experiences. While I wouldn’t go so far as to suggest avoiding this hotel—it is in a convenient location and housed in a nice building—don’t expect a luxurious experience. Beneath the surface, it falls far short of luxury.