We have stayed at the Statler several times and appreciated their service standards. Unfortunately, our recent visit fell significantly short.
Our airport pickup was delayed. Check-in was lengthy and disorganized despite rooms being ready. When I requested twin beds instead of a queen, staff asked “For the same money?” as if this standard room swap was an upgrade.
Multiple billing issues occurred. My card was charged twice for incidentals despite confirming the first transaction was approved. Shortly after, my card was compromised and I needed a replacement. At checkout, the terminal amount didn’t match my bill with no explanation provided.
A promised rollaway bed never arrived after four hours. When I logged concerns through their app as suggested, an associate requested my email but never followed up. The app chat then became inaccessible.
At checkout, no staff had knowledge of my communication or my complaints. They were unfamiliar with the app system and unable to help. When I requested a manager, I received only a supervisor’s phone number.
The room was well-appointed, but the experience revealed significant gaps in training, internal communication, and service standards compared to previous stays.