Unfortunately, our original room had no air conditioning, making our first night very uncomfortable. We later learned that the AC issue had affected multiple rooms, and the staff was dealing with numerous frustrated guests and checkouts because of it. Despite being under an incredible amount of pressure, every member of the team remained calm, professional, and genuinely focused on taking care of their guests. We were considering checking out and heading home, but before leaving, we asked if we could still return that evening to access the rooftop for the Fourth of July fireworks. Not only did they graciously say yes, but Alex Quander and Roanelle (I apologize if I've misspelled your name) went above and beyond by offering to upgrade us to a new room as soon as one became available around 3:00 p.m. That thoughtful gesture completely changed our stay and allowed us to enjoy the rest of the holiday weekend. The rooftop views of the fireworks were spectacular, and thanks to Alex and Roanelle's kindness, professionalism, and commitment to making things right, what could have been a disappointing experience became a memorable one. No hotel is immune to unexpected problems, but what defines a luxury property is how its team responds. Rosewood is fortunate to have employees like Alex and Roanelle, who exemplify genuine hospitality and world-class customer service. We sincerely appreciate everything they did for us and look forward to returning.
