Everything went pretty well until our last night and morning at this property. I didn't understand the reviews discussing poor customer service until then.
My husband and I stayed here for a total of five nights. On Monday 9/23, our last night, we decided we were interested in staying one extra night, from 9/24 until 9/25. We attempted to reserve that extra night at the front desk. The person working there was as helpful as she could be. She said there were rooms available but she didn't have the capability to extend our stay or reserve an extra night. She said we would need to reserve online as they apparently don't handle bookings at the front desk.
Even though the front desk person said that rooms were available, when I entered 9/24-9/25 online, the hotel was showing as sold out. However, when I entered a minimum of a three night stay (9/24-9/27), the system showed that rooms were available. The front desk person advised us to call Aloft reservations. It took 10 minutes just to get a live person. I called twice and spoke to two different people, both incredibly unhelpful. The front desk person then advised us to talk to the manager once she was there in the morning and suggested she might be able to help us.
My husband went downstairs the next morning around 9 AM to ask the manager for help, who was even more dismissive and unhelpful than the customer service agents that we'd spoken to on the phone the night before. My husband pointed out to her that we wanted to stay an extra night but the system would only let us book a minimum of three nights. She basically said that we could book the three nights if we wanted but otherwise refused to help us book the one extra night. A couple hours later, out of curiosity, my husband checked their online system about 30 minutes before check-out and suddenly, there were several rooms available to book from 9/24-9/25. By then, we were do disgusted with our experience that we just went home.
So, not only did the manager and "customer service" leave a really bad impression on two people who had just spent money on five nights at this hotel, they also lost out on a potential sale of one extra night. As much as we liked the hotel and everyone else we encountered onsite aside from the rude manager, this experience was unacceptable, considering how much money we had spent to stay here for almost one week. We will not be staying here again. If you value good customer service and want to feel as if your money has been well spent, I wouldn't advise that you do either.
