While the hotel property is beautiful, our experience was far from the 5-star luxury promised. Our stay was defined by a series of service failures and a complete lack of guest support.
From the start, we did not receive our Expedia VIP Access upgrades, and it took multiple requests just to get a crib delivered to our room. Standard amenities like turndown service were non-existent.
The most significant frustration was the hotel's accessibility. We arrived to find all restaurants and bar areas closed for a private wedding, rendering our $50 dining credit completely useless. This closure was not communicated to us, and more importantly, the hotel had no contingency plan for its other guests. When we sought alternatives, we were met with no solutions. The hotel's restaurant (not with the event) could not accommodate. The front desk's only suggestion was room service—an impractical and uncomfortable option when you have a toddler.
A hotel concierge should have been prepared with alternative options or reservations. Instead, we were left on our own, eventually walking 20 minutes to find a restaurant.
If a hotel is going to have a private buyout, it must either be a full buyout of all rooms or they must provide dedicated, supported alternatives for the guests who are not part of the event. This was a lovely property, but the lack of foresight and poor service made it a 3-star experience.