Arrived, no valet. Dragged the bags in myself. Got convoluted instructions how to self-park that made my eyes gloss over as she just kept talking. It wasn’t that complicated. No mention of Bonvoy benefits at all. Getting into my room, there was a dirty napkin from a prior guest left hanging in the shower. I asked for housekeeping. They showed up and took the napkin away, didn’t even make a show of actually cleaning the bathroom. Bed was definitely not the “heavenly bed”- mattress was old and worn and I woke up multiple times every night with hip pain despite letting guest services know after the first night. They just put 2 comforters down under the fitted sheet- no other solutions offered in this near-empty hotel (like changing room, changing mattress). Hair dryer doesn’t work, intermittently blows hot and cold. At that point, I didn’t bother calling again to ask to fix that too. Was put in the villas where the smell of cooking and fried meat from neighboring units fills your unit and can’t help but seep into your clothes. Coffee shop is closed, market is closed, restaurant is closed except for an a la carte breakfast- none of this is outlined on the web site so you wouldn’t know that when booking. No mention of my [lifetime] platinum benefits when checking in despite attaching my number to the reservation. So got none. On the last night, I called to ask where I could eat because even the pool restaurant was closed that day and was told repeatedly by an agent (with someone whispering to her in the background very obviously) to look up the website for the restaurants, and my only option is the lobby bar. The website given shows the lobby bar hours until 10pm and does not say anything about the kitchen closing before that. So I arrived at 9:15. And was told the kitchen had closed and to try in-room dining. In-room dining had also closed at 9 except salads and sandwiches. And adds 22% to each bill plus a 6$ delivery fee After everything, I finally got upset on my last night there, I was starving, having eaten only a couple of granola bars because I spent a good part of the day in a sales pitch for the residences that I genuinely considered but finally declined. I spoke to “service express” whose attitude was clearly that it’s not their problem (though they were the one who sent me to the website that said the place was open til 10 and served food). No acceptance of any responsibility. I asked for the manager- similarly no accountability or care. I was told I could try Domino’s pizza. I have a health problem and this trip was made to try to help as a “wellness” getaway…with all the attention to “wellness” they advertise. Domino’s pizza isn’t even a possibility for me, but they clearly didn’t care why I might have been concerned in the first place. Last night ruined with zero effort to try to help or even figure out how to make amends for their mistake-much less take responsibility for it. They just shifted blame to another department as if that make
