For a 5 star hotel, I was disappointed in the service and the room I received. I checked in at 5:30 only to be told that the room was not ready. After waiting for another 20 minutes and watching other people get their room, I had to ask for an explanation and another room. My room became available after a few minutes of the desk attendant searching for a new room. When I asked her about the wait, she said that it was because they were waiting for the manager to inspect it. Since I used the valet, my bags were taken and were waiting at the concierge station. When I received the key and went to retrieve my bags, there was no one available to give them to me. I expressed my frustration out loud and a gentlemen in a suit assisted me with my luggage. He listened to my frustration with the check in process and escorted my party to the room. I appreciate that he tried to make my experience better by apologizing and sending an extra umbrella and bottle of wine to the room. I reserved a premium double room with a balcony. The balcony was flooded from the rain. The water didn’t have anywhere to drain. Also, the pillows for the chairs were still outside and there was trash on the balcony. One wall had pink stains on it. The bathroom only had enough towels for two people even though it was a double room. Throughout the night I could hear banging which turned out to be the unsecured partition. I also had noisy neighbors The coffee machine did not work. There was a long wait for the valet.
