Submitted on 18-07-2016
I planned to have a special night in the city with my daughter. Usually we have stayed next door at the Park Hyatt, but I decided to give the Peninsula a try this time. We arrived right at 3pm (check in time). Upon entry into the hotel at street level, you must take the elevator up to the main lobby, then walk a long corridor to the reception area. At first no big deal but if you are coming and going a lot, it becomes a hassle. There was a lot going on, very chaotic in the lobby and a line to c...
I planned to have a special night in the city with my daughter. Usually we have stayed next door at the Park Hyatt, but I decided to give the Peninsula a try this time. We arrived right at 3pm (check in time). Upon entry into the hotel at street level, you must take the elevator up to the main lobby, then walk a long corridor to the reception area. At first no big deal but if you are coming and going a lot, it becomes a hassle. There was a lot going on, very chaotic in the lobby and a line to check in. Once it was our turn, I asked if there was any way we could get a room with two queens, since I didn't specify when making the reservations. He told me no, there are non available (no sorry, no seeming like it bummed him out not to be able to give me what I asked). Followed by telling me that our room was not ready yet. No apology, no seeming bummed that we could not get our room. I asked what time is check in? He said 3pm. I said, well it's 3pm, when will it be ready. He said, 'maybe in an hour or so, we can let you know" It seemed to be something 'normal' that I should just accept? Usually when this has happened in the past, it's followed by an apology, asking if they could offer a drink at the bar while we wait, just an acknowledgment that this was not normal practice and they feel bad. Nope. I was visually put off, but still no mention, just saying he can take our bags if we wanted to walk around. I said great, thanks (at least) for that. He assured me when our room did become available, they would bring our bags up for us. Great. My daughter and I walked around the city and didn't get our text for another hour and 40 minutes after our 3pm check in. When we went back to the hotel, we had to wait in line again to get our key. I asked again if our bags were up in the room and were assured indeed they were. Elevator was extremely no fault of hotels, just an extremely busy time, i guess. When we got to the room, (which is very nice by the way, tastefully decorated, with high tech lights/tv controls etc...) our bags were not there. UGH!! I wasn't sure how to work the phone to get the front desk, and ended up talking to the operator who told me they would get word about my bags. After about 2 minute, the door bell rang, WOW, that was fast! Nope, it was the maid service asking if we wanted anymore towels. I explained to her, no thanks, we are just waiting for our bags (she didn't speak any english, and had no idea what I was saying). I walked back into the room and as soon as i sat down.. Ding dong! COOL, our bags. I walked over to open the door, but this time was a man holding a plate of fruit. No bags, but the fruit was a nice touch. I am not sure if they do this for all the rooms, or if it was some sort of way of saying sorry for the bags? It was a couple plums and some grapes, peach... but he brought plates/forks/knives napkins. Seemed like an elaborate set up for just a few pieces of fruit? He left and no sooner did I plant my bottom on the bed again, the door bell rang again! My daughter and I were laughing by now, it seemed like a sit com. FINALLY our bags. When I opened the door, the bell hop was standing there with an empty cart. Huh? (I'm laughing just thinking about this). He asked, 'did you order a cart?" Um, .... nope, just our bags? He seemed surprised and confused. FINALLY, around 20 min.after that, our bags arrived. It was so completely annoying and I felt the service for a 5 star hotel was completely lacking (especially upon check in).
Good points. Location is good, It was a nice view, comfortable room, bed is very nice and comfy, good TV, quiet to sleep...
Bad points. Check in was a bad experience, service lacking, too crowded and too many events going on at one time, too much of a hassle having to take two sets of elevators to go from street to room. Also, today when I checked my charges, I noticed $150 over charge on my Visa bill from them. I had to call the accounting department and inquire to find out they charge that until they know there was nothing else used in the room. I'm curious why they assume everyone just knows this? Why couldn't they mention this when you are checking out to save you the time in investigating the charge yourself?
Next time, I think I'll go back to what I know works and has good service.