TripAdvisor Traveler Rating

Everyone was very helpful and kind. Crew was quick and efficient.

The staff is amazing at this property from my arrival until departure. Beautiful rooms and delicious food and beverage! Great location!

Braylon at the valet was exceptional. It was clear that he loved his job and got my car to me in no time.

Everything was very nice & clean. Everyone was kind & helpful. The valet guys we met, Hamza & Graham were very personable & patient. They gave us good tips about the city.

As someone who travels frequently, I’m usually able to find a fair balance of positives and negatives wherever I stay. This is the first time I’ve felt compelled to leave a review like this. I shared my initial review yesterday that included photos reflecting our experience. The General Manager asked that I remove them for privacy and as he felt they portrayed the staff negatively. As a business owner myself, I value feedback and professionalism, so I honored that request. That said, removing photos does not change what actually occurred. From the moment we checked in, the service was off. The front desk was cold and unwelcoming, and there was no valet present. My husband waited approximately 10 minutes before anyone appeared, and when he did, there was no offer to assist with unloading the vehicle. Our friends arrived shortly after us, one of them a combat veteran with one arm, and he unloaded his entire vehicle on his own while the valet attendant stood nearby and watched without offering any assistance or cart. Throughout our stay, the pattern was consistent: staff appeared disengaged and more focused on their phones or conversations with each other than on guests. Interactions often felt dismissive. You didn’t feel welcomed, you felt like an interruption. Ironically, one of the most hospitable people we encountered was Justin Wall, a musician playing in the lobby. He went out of his way to greet us and make us feel welcome- something that should be standard from the staff, not the entertainment. There were also multiple service failures during our stay. Our friend contacted the front desk because an outlet in their room was not working for his CPAP machine and asked if an extension cord was available. He was rudely told to “sleep on the other side of the bed.” No attempt was made to offer a solution or send maintenance. Breakfast service followed the same pattern. We had to repeatedly ask for coffee and water while staff stood nearby, disengaged and chatting among themselves. Two other diners had to walk up to the hostess station to pay their bill because they said they were ‘forgotten about’ and got tired of waiting. (Our table was within earshot of the hostess station.) In addition, on two separate occasions when our truck was retrieved, the passenger seat had been moved and adjusted, and there was a noticeable odor of marijuana inside the vehicle. We do not smoke, and the only individuals with access to our vehicle were valet staff. I would strongly suggest ensuring that valet attendants are not smoking or vaping in guest vehicles. Beyond being inappropriate, it may also help explain the delays and lack of attentiveness we experienced. This was especially frustrating given that valet- at approximately $55 per day- was the only parking option offered. We were told there were no other parking options available. On Sunday evening, the lobby was completely unattended. There was no one at the front desk, except for a very frustrated guest waiting to check in. After a while someone finally emerged from the back, eating, to check him in. We also had to wait because valet was once again MIA and it took about 20 minutes for someone to show up and take our keys. There was no acknowledgment or apology for the delay. Since my initial review, the General Manager has communicated with me through multiple back-and-forth emails, but never once called, despite us being told that he would. Written communication lacks the ability to have a real conversation, and a direct phone call would have gone much further in addressing the situation in a meaningful way. There were more issues that I would have liked to discuss that I have not listed, but I am done exchanging emails. I also find it worth noting that had my review highlighted exceptional service or praised staff, I highly doubt there would have been a request to remove photos. Requesting their removal only when the experience is negative feels less about privacy and more about limiting visibility into what guests are actually experiencing. I do want to point out that Jake and Erin did make an effort and showed professionalism—but they were the exception, not the standard. Their reactions also seemed to indicate this is an ongoing issue, not something new. Our stay included over a weekend and the weekday staff was noticeably different. Josh at the front desk was a breath of fresh air and super apologetic for the weekend lack of service. At least our stay ended on a higher note. The property itself is nice and has potential, but it is currently being undermined by a clear lack of accountability, attentiveness, and basic service standards. Based on our experience and what we witnessed, we will never, ever, stay here again.