a traveler from Travelocity.com
on September 25, 2011
Yes, the rooms were nice and well appointed. The valets were consistently enthusiastic. However, our experience on checking in causes me to wonder whether they really care about guests. I had specifically requested a king room on an upper floor. On arrival, we were told that neither was available. When I questioned this, I was told -- by the desk clerk, who exuded the attitude that I should have been grateful for two sleeping bags in the boiler room -- that my reservation was a mere request that they could honor if they were inclined to do so. We were then shown to a first floor room, with two queen beds, adjacent to the bar, where the music could be heard clearly. We returned to the desk, and I went outside to hold the car, as I was fully prepared to drive 15 miles to Warwick to a hotel at the airport, regardless of the cost, as I felt that no one wanted my business. My wife, in the meantime, complained to the night manager (Bianca), who miraculously "discovered" that there was, contrary to what we had been told, a room on the 4th floor with a king bed, after she was told that we had another reservation at another Renaissance Hotel that we would gladly cancel. Bianca, however, did so grudgingly, with little better than the same attitude that the desk clerk exhibited. No one offered any apology for the lack of manners. When we got to the room, it was pleasant, clean, and well appointed. However -- and this is not the fault of the hotel's management -- the light for the bathroom is outside the door, and there is no way to turn it on without casting light directly on the bed. As a result, I found myself groping in the dark for the toilet as i did not wish to wake my wife up. The hotel is new, pleasant, and accessible by foot to downtown. The valets act as if customers matter. The desk staff and management could, however, act as if people who are dropping hard earned money actually make a difference. Would I stay there again? I cannot say no, but I would opt for another hotel if the opportunity presented itself.
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