We stayed at Hotel Phillips on Saturday, August 29th and it was a major disappointment from the moment we arrived until we left! We are very disappointed in the staff, the quality of service and most importantly the cleanliness of our room.
Valet service is false. When we arrived in front of hotel, we were unsure what to do. There are no valet attendants and we didn't know where to park. Fortunately, some friendly patrons in front of us informed us where to park (two blocks away in a garage).
First of all the room: There are so many things to say about this. We had reserved the claw foot tub room but on arrival at 4:00 pm, it had yet to be cleaned. We asked for another room because we had dinner reservations and our Uber was picking us up at 4:15. The front check-in receptionist was very rude about the whole situation. She said she did discount the room, but as I'm looking at the room rates, it is less on the website than what I actually paid.
When we entered our room, on first appearance, it was very pretty, Until I noticed everything that was dirty. This includes the shower doors, the shower floor, the sink, the dusty window seals, and the coffee maker. The curtains were full of dust.
The sink did not drain nor did the shower. We were standing in water the whole time we were taking a shower.
The towels were so thread-barren, I could see thru them. I had a horrible nights sleep because the pillows were awful!!
When I went down for coffee, the front desk receptionist was very rude as well. She told me it's clearly posted that coffee is available at 8:00 and no sooner. So I walked outside of hotel for 30 minutes to find coffee for us.
The front desk receptionist at check out was a different guy and he was also very very rude. I asked to speak to a manager and he very rudely gave me a card. He was very unhelpful and rude when I tried to checkout.
At the PS speakeasy, the waitress was also very rude. The drink I ordered was not to my liking. She had suggested it so I said ok. She charged me $17 for it even though I didn't drink it and got wine instead.
The staff needs training in customer service and housekeeping needs training on proper cleaning techniques.
We are very friendly people and we never like to write bad reviews. We also try to be friendly to everyone. I emailed the manager and I truly hope he has a discussion with All of the staff on good customer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from John Glenn, General Manager at Hotel Phillips Kansas City, Curio Collection by Hilton
Responded 2 weeks ago
Paula, Thank you again for letting me know about your stay. I am sincerely sorry that you had a bad experience all around. Thank you for giving me the opportunity to make it right. I hope to see you the next time you are in Kansas City.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC