The Monterey Hotel & Spa is a hotel with an enviable position on Cannery Row. No other hotel in Monterey has such a position. The hotels in Monterey are generally poor and of the two or three star variety. Because of this the Monterey Plaza is unrivalled in it's position and star rating. However it is badly managed and is owned and staffed by managers with extremely bad attitude with no willingness or incentive to resolve guests complaints. Only stay there if you can afford the top end of their room packages. Do not expect the service they claim to provide and eat and drink outside the hotel. If you do have a complaint do not bother to speak to anybody or you may risk damage to yourself and your property like we did.
We had the great misfortune to stay in the Monterey Plaza Hotel in the last week of May 2007. We were on a 16 night fly-drive holiday and had stayed in some of the best hotels in California, Nevada, and Arizona. We were looking forward to staying at the Monterey Plaza but the visit turned into our worst nightmare. We were to stay the last three nights before returning to the UK. First impressions were good. The hotel was in a lovely location and as we drove up there were plenty of staff to relieve us of our luggage and car, valet parking. Reception was empty so we were shown to our room within a few minutes, this is when the trouble began.
As soon as we walked into the room we could not help notice how warm it was even though the outside temperature was in the mid sixties. The ceiling fan was already on and there was a portable fan already placed near the bed. We checked the wall thermostat but it had a message on stating that it was for heating only. The porter confirmed our fears that the Monterey Plaza Hotel did not have air-conditioning. He said the absence of air-conditioning was not a problem (1) as it was needed. Because we are situated on the beach all that we had to do was open a window. Unfortunately for us we had booked a Cannery Row room which was directly over "The Strip". Upon opening the window we were inundated with the sounds of the Strip, people talking, V8 muscle cars showing off etc, and it was only mid afternoon. Opening the window was not an option. Reception refused to move us so we asked for the Duty Manager.
The Guest Relations Manager, said she wasn't going to do anything about our problem. In an attitude commonplace at the Monterey Plaza she told us we could either pay more or stay where we were. When asked why there were no warnings on their website that the hotel did not have air conditioning she said none of the hotels in Monterey had air-conditioning (2) and that it wasn't needed (3). She added that even though the presence of the additional fan in the room indicated there was a problem there wasn't one (4) and that the hotel hardly ever received complaints about it (5). Surprised by her rude and uncompromising attitude we decided that there was obviously nothing else we could do, She had told us there was nobody else we could speak to even though it had just turned five pm. We decided not to let that spoil our holiday and took a tour of the hotel and decided that the first night we'd eat in the bistro cafe and the main restaurant on the second night. We made reservation enquiries and started to wind down after driving for hundreds of miles. About six or seven we went to the cafe, which is immediately adjacent to the restaurant. We asked to look at the wine list and but it was very limited and not the same as that advertised in the bedroom literature pack. We made a selection but was told that it wasn't available. We were then presented with the main restaurant wine list and asked which wines were available. Nobody knew. We then asked which wines were available from the bar that were cold and that we could have now. We then made our selection. All this made some girls sitting at the bar laugh and giggle. The bar staff and waitresses also found it funny but kept their sniggers to themselves. The bar staff and waiting staff appeared to us to know the girls sitting at the bar intimately, hugging and touching them. Although we appeared to be one of very few customers the bar and waiting staff had little time for anybody except the two girls sitting at the bar. When our final wine selection eventually arrived on the bar counter we watched it for several minutes before eventually asking the staff whether it was ours. The barman confirmed that it was ours but it was several more minutes before it travelled the few feet to our table. Worse was to come. Shortly after the wine arrived so did our starters. Just as we started to eat our starters we were surrounded by several members of staff, including the restaurant manager, all holding our main course and attempting to serve it. Looking at them in disbelief the waitress asked if they could serve it. I told them that the starters had only been served seconds before. I was then asked by the waitress, more than once, "What do you expect me to do with it?" After replying that she shouldn't be asking me the restaurant manager said he would take them away. Even more looks, sniggers and giggles from the girls and staff from the bar a few feet away made it impossible to carry on with our meal.
I asked our waitress to call the manager. "I don't know anyone by that name" she replied. "She's the duty manager" I explained. "Never heard of her" she replied but agreed to call her. After a short while she appeared with a man who introduced himself as "the manager". After even more of a circus act the duty manager was called. Asked if she was aware of our previous complaints she said she wasn't. Unable and unskilled to help in any way she agreed to inform the General Manager that we wished to see him the following morning. She told us he was usually in early.
Unable to sleep, or even eat in the hotel we felt we had no alternative but to check out. The porter helped us with out luggage and we got a taxi to the Marriott Hotel, which had air-conditioning. By the time we arrived the restaurant had closed. The only place to eat was the sports bar, which after inspection, had only people drinking in. We then spent a horrible night never to be repeated.
Taking another taxi back to the hotel in the morning I asked to see the General Manager. The receptionist told me that "he wasn't in today" (6) When I said that I was told that he was in earlier she confirmed that he was in, but had gone out, and when I suggested that nobody would know when he will return she said that was correct. (7) At this point yet another manager appeared, introduced himself and said he was getting the operations director. At last, maybe somebody with authority and sense to resolve this shameful situation. NO. He introduced himself and I asked what he knew about the events of the previous day. It turned out that he knew most of it which saved me from repeating yet again, the list of disgraceful events. Contrary to what the staff tell the guests he confirmed that the lack of air-conditioning was a great concern to Woodside Hotels. He actually said it was "top priority" contrary to what they tell their staff to tell guests and that it was planned to be installed next year. Like the other manager, I asked him why he didn't warn potential customers that the hotel did have air-conditioning but he could not answer. I told him that we thought it was totally dishonest especially as they know there is an issue. I also told him that in the UK hotels guests have a right to a room that is not noisy and to advise them to open their widows onto "The Strip" would be unacceptable. He said he totally accepted that the treatment we receive was unacceptable and that it had ruined our holiday. He added that he was not just saying these things but that "action" would be taken. Unfortunately that didn't help us. Asked what he was going to do about everything that had happened to us he said he had already compensated us by not charging us for the meal or accommodation. When I pointed out that we didn't eat the meal or use the accommodation he said that was all he was prepared to do.
As a former hotel manager myself I told him the least he could do was to offer a written apology and an upgraded room and perhaps a complimentary meal. That's what I would do or any manager worth his salt. This would be the bare minimum. He replied that he wasn't prepared to do anything at all and expressed his opinion that he thought we wouldn't want to stay in his hotel anyway.