This hotel is very pretty and a lot of attention to detail has been spent on "appearing" 4 star, but their service needs improvements.
I stayed at this hotel for 3 nights for a business conference which was arranged by my company. There were approx 250 professional people in attendance.
I arrived late Monday evening and attempted to valet my car, twice, but no valet was present at the door. A bit confused, I drove my car to the guest lot and found a parking spot quite far away (about the equiv of walking 2 city blocks) from the lobby/check in. I proceeded to schlep 2 heavy bags thru the long parking lot and then down a series of winding, narrow, dimly lit paths which eventually lead to the main lobby. Better directive signs or arrows would have helped. As I arrived at the front desk to check in, a man (who was an apparent regular at the hotel) arrived at the same time and allowed me to check in first (a true gentleman) and stood behind me, as he waited to check in. I was greeted by a woman who spoke broken English and as she was in the middle of my check in, she recognized the man behind me and dropped everything, left the counter to ask someone else to get him a glass of champagne while he waited. I was not impressed as it was late (my flight was delayed, not her fault) and I was first (and could have used a glass of bubbly). Anyway, I was given a map and my room key and sent on my way to find my room, still schlepping my 2 big bags, alone. Some part of me expected that a young man would arrive (as have done at other 4 star hotels) to help with my bags, but one never did. Instead, as I wandered out of the lobby and down another dimly lit corridor, a young man did finally pop out from behind a pillar and ask if I needed help. I took him up on his offer and he lead me to my room, hoping the whole walk that he worked for the hotel :)
The room was very pretty and clean, however, as I prepared for bed- I couldn't figure out the alarm clock and when I finally called the front desk for help--- the "broken English" lady advised she was not familiar with how to set the alarm and suggested I look for the manual in a drawer. Needless to say, I never found a clock manual and called back to ask for a wake up call.
I did not find the hotel to be very peaceful. For my entire stay, I heard room doors opening and banging closed and a weird ticking noise in the bathroom. This I expect at Holiday Inn, but not a "luxurious" 4 star resort.
The following day our conference began and was held in a pretty, but freezing conference hall. In addition, our company conference agenda allowed for strict 15 min break periods and as we hurried to use the restroom and refill coffee and tea, there wasn't enough coffee, cream or hot water for tea. A waiter man advised it was gone, but "on the way." Not a major deal, just another silly service issue. A continental breakfast was served at 8am, break was at 10am-- not sure why 2 hours wasn't long enough to ensure coffee and hot water were ready as we piled out of the freezing conference hall. Anyhoo, at lunch, 250 professionally suited and heeled people were given "a boxed lunch" which consisted of zip locked (literally) turkey sandwiches on Roman Meal bread, a bag of Ruffles and a can of pop and sent to "enjoy the hotel grounds" as there were not enough tables outside for everyone to sit and eat. My colleagues and I found a bench in some wet grass and giggled about the whole experience, comparing it to camping in high heels and a tailored suit. Not pleasant.
On Thursday, I received a call from home and had to leave a day earlier than planned. I packed my things as soon as I knew I was heading for the airport and called the front desk just to advise them of my early check out, as a courtesy. Another "broken English" lady advised she'd have to put me on hold ....I mentioned that I was just calling as a courtesy and was in a hurry to leave for the airport...she still put me on hold for about 2 minutes and then came back to advise she "couldn't find her manager to credit me for the early check out, and so I would be charged." I advised that I wasn't worried about that as my company was paying the bill, I just wanted to let them know I was leaving. She said she "understood, but that my company would still be charged as I was leaving past the check out time"-- I just said "ok, thank you" and proceeded to schlep my 2 big bags back out to the distant parking lot, alone. I am not a person who expects to be waited on (hand & foot), I travel a lot and do not consider my myself a high-maintenance traveler. My company was very proud to be housing us all at such an upscale hotel, so I did have an expectation that this "luxury" 4 star hotel & spa would provide service above and beyond that of my regular Marriott .....it did not. The hotel did appeal aesthetically to the romantic senses, but didn't deliver when it came to service. Overall, I was disappointed.