Originally Posted by
gooselee
The line staff (bell, door, restaurants) is great and the property is fine for a big, middle-aged, W property. But management/front desk could use some training has GOT to stop forcing people who have booked specific suites into rooms they don't want, especially when they're asking $1k+ a night for some of these rooms.
Update: Credit where it's due - I sent a note to the GM after returning home and he responded within a day with an appropriate/acceptable resolution. More importantly, he also explained an understandably unusual situation which led to many rooms being offline during our stay.
I'm always glad to see management take service recovery seriously, and this was a positive example of that. I only wish the line staff had just been up front about the situation when we arrived instead of trying to play it off the way they did.
So, a reasonable explanation in retrospect and as I said we did still have a good weekend overall. I'm satisfied with the final outcome.