Description: We had a two room suite with large living area, kitchenette, bathroom, bedroom with king size bed and a great view of the harbour. A buffet breakfast was included in the price and the choices etc were very good and set us up for the day’s sightseeing. All these things measured up to the usual good standard of Embassy Suites.
However we felt the service within the hotel was of a poor standard and let the hotel down. We noticed that some areas of our room got dusty and seemed not to be cleaned, such as the dressing table. Also sweets left on the table mysteriously disappeared. At the time of our arrival the light over the bath was flashing on and off, after a long flight etc we decided not to bother reporting this until the following day, but forgot, however, the constant flashing on and off would have been obvious to the housekeeping staff so we were very surprised that when we returned and it still had not been fixed. I then phoned down to report it but nobody came and I had to leave a note for the following day – it was then fixed. We used the mini bar on a couple of occasions, but the cans used were never replaced, so couldn’t buy more!
One day on reporting for breakfast we were asked our room number, however the woman was so busy talking to someone on the phone that we had to repeat our number four times before she finally listened and even then she kept repeating 926 instead of 826. We tried to correct her numerous times, and then gave up. I hope the people in 926 got their breakfast! This exact same scenario happened on one other occasion too.
The final straw was when I went to use my hairbrush and found long, black hairs wound round it – I am blonde! I was disgusted and it turned my stomach to think that someone had used my brush. I went down to reception to complain as was seen by the concierge who looked at my brush and asked if anyone else in the room could have used it. Did she think that I would have complained if I knew who had used it? She then went to get the manager. When he arrived he apologised and said he would speak to housekeeping and would replace my brush. He also offered a free stay at the hotel in the future, but I declined as we would not be returning to NY. So he offered cinema tickets, which I again declined but suggested that he could reduce our current stay’s bill. He agreed that he would remove our incidentals i.e. pay movies, mini bar etc which I agreed. When we received our final bill, all these things were still on there and charged to my credit card ($45), by this time I couldn’t be bothered to complain so left it. Not impressed!
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