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Old Aug 19, 2010, 10:55 pm
  #8  
peter11
 
Join Date: Jan 2005
Location: So. California
Programs: UA, SPG
Posts: 1,385
We had a short stay at the PH last November. It is a very nice hotel physically. The location is not great however. The service we had was a disaster:

Botched airport pick up
No greeting at the driveway or recognition that we were checking in even though we arrived by hotel car.
No reognition that there were two of us on the reservation....kept asking who my partner was and whether there was a second reservation.
Completely unaware of the Virtuoso amenties (they honestly had never heard of Virtuoso.....the manager included)
Then the thing that pushed us over the top the check in agent began yelling at my partner for taking a photo of the christmas decorations (no photos allowed!)

The next day they "recovered" by comping us two 90 minute massages in the spa (very good), complimentary round trip airport transportation, upgraded our breakfast to full breakfast, and a nice fruit plate in our room. The freebies essentially made our room rate zero.

It turns out guests are free to photograph anything they wish in the hotel. Commericial photo shoots are not allowed. Even if we were doing something against hotel policy (which were not), they certainly could have addressed in a way that was not so embarassing or rude. Really the behavior of the front desk staff was shocking.

Last edited by peter11; Aug 19, 2010 at 11:16 pm
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