Barry H., Jun 25, 2026

The hotel itself was beautiful, and the location was excellent. Unfortunately, the inconsistent customer service we experienced throughout our long weekend stay (Friday–Monday) and afterward was more frustrating than anything else. When we arrived Friday evening, we learned about the required Urban Experience Fee and asked several questions about how the associated credits could be used. In our room, we found information about the hotel's sustainability program, which offered an additional $10-per-day food-and-beverage credit for waiving housekeeping services. We also received a check-in text later that evening to make sure everything was going well. That night, around 10 PM, we purchased a protein bar and bottle of water from the 24/7 store and paid at Amuse. When asked whether we wanted the purchase billed to the room, I specifically asked whether the Urban Experience Fee credits and waived-housekeeping credits would apply. I was told they would. Based on that information, I charged the purchase to the room and received a receipt. Fortunately, I took a photo of it. After taking two showers that evening, we realized there appeared to be a leak or faulty seal around the shower door. Despite keeping the door closed and placing a towel on the floor, the bathroom floor became soaked. It wasn't a major issue, and we cleaned it up ourselves with extra towels. On Saturday, we reported the shower issue to the front desk and requested additional towels. The staff member was helpful and promptly arranged for six extra towels to be delivered. While speaking with the front desk, I again asked about the food-and-beverage credits and received the same explanation I had been given the previous day. On both Saturday and Sunday evenings, we made additional purchases from the 24/7 store. Because the bar was closing, we were directed to complete the transactions at the front desk. Each time, we provided our room number, confirmed the charges should be billed to the room, and did so specifically because we had repeatedly been told the credits would apply. Monday morning, we completed the electronic checkout, returned our keys, and headed to the airport. We were advised that a copy of our bill would be emailed to us. By Tuesday, I still had not received the bill, so I reached out through the hotel's text message system. To their credit, I received both a response and a copy of the bill very quickly. After reviewing the charges, however, I noticed that only one transaction had received a credit. I contacted the hotel for clarification and had to follow up three separate times over a 16-hour period before receiving a response—an experience that was noticeably inconsistent with the otherwise prompt communication we had received. I was eventually informed that purchases from the 24/7 store were not eligible for the food-and-beverage credit. Given that multiple employees had provided incorrect information throughout our stay, I requested that there be consideration for additional credit given the circumstances. The response I received was: "Unfortunately, we will not be able to honor this request. As a one-time courtesy, we will leave the erroneously credited 24/7 shop items as is and not charge separately." The issue was never the amount of the credit. The issue was that multiple employees gave inaccurate information on multiple occasions, decisions were made based on that information, and the hotel was then told it would not take responsibility for the confusion. Bottom line: Beautiful hotel. Great location. Customer service was inconsistent, and when a mistake was made, there was little interest in making it right. You can decide whether that's important to you when choosing where to stay.

Morali S., Jun 24, 2026

Check in process was disappointing. I checked in at noon but the room was not ready so I was told I will get a text when my room is ready. I did not get a text for 3.5 hours so when I checked with the desk again the man was rude and asked me to wait in line again so I had to talk to the manager to get my room.

Arvind K., Jun 24, 2026

The concierge service is lacking at this hotel. They tried to be helpful by finding a city map but were not knowledgeable about the area / resources to guide visitors to the city.

Alexander E., Jun 24, 2026

Special thanks to the staff members (Mohamed, Bernard, Obeddie, and the gentlemen at the lobby bar) who in our opinion went above and beyond to make our stay exceptional.

Constantine A., Jun 23, 2026

Nice location, but not he best check in experience.