Name: SM Hotel Sant Antoni
Rating: 3.0

This is my second visit to the Negresco Princess because I had a five star experience the first time and their many other positive reviews attest to the level of comfort here. I am writing this review because, as a frequent international traveler, I always find it most helpful to know how a hotel will handle a problem situation if/when it arises. In my case the mechanism to my door lock jammed after midnight during a full occupancy night and I was left no choice but to wait in the lobby for two hours while the night desk gentleman, Juan Manuel, searched for a locksmith. During my wait he offered me many apologies as well as beverages from the bar (which I was too sleepy to accept) and he kept checking on me to ensure I was doing ok. The locksmith was able to get me into my room at around 2:30am. The next morning the front office manager Miriam Antin apologized again and offered me a full refund of the room or an extra day stay (I took the extra day). I also received a kind note of apology with some delicious truffles and champagne in my room that afternoon. Unfortunately the lock jammed again a day later and it took the on-property technician about two hours to fix it. I was immediately offered another room which I took. Throughout both incidences Miriam and her excellent staff bent over backwards to make up for any inconvenience the two lockouts may have caused me and as a result I highly recommend this hotel for its outstanding customer service. Thank you Miriam and Co!