This property really did not hit the mark when it came to my overall expectations. The lobby is…read morebeautiful and the front desk staff, as well as the valet attendant, were kind and welcoming upon our arrival. But almost immediately, the disappointments began. During my check-in process, the front desk attendant took a call from a guest, and I overheard her stating that the wi-fi and the television service was down and still being worked on. She hung up from that call and completed my check-in. The room I had reserved through the app during the digital check-in process was not ready yet (Room #821), so I was given Room #639. I asked about the issue with the wi-fi and tv, and she confirmed that they were both down and still being worked on. The room rates are much too high to not be provided with these basic amenities.
We made our way up to the room and found a crumpled-up washcloth inside of the entryway of the room. The door did not close on its own behind us and we found that it needed to be lifted and pushed to fully close. We were two women in an unfamiliar place, and the doors need to function properly for security purposes. I called down to the front desk and was advised to return to be assigned another room. After my adventure back downstairs, I returned to move next door to Room #637.
We immediately adjusted the temperature of the fridge, which was warm, in order for us to store our beverages. We adjusted the thermostat because the room was a bit stuffy. My daughter untucked her bed for inspection and tossed two pillows that she found with stains on the linens. I checked my bed as well. The room was ok. High ceilings, cool artwork and light fixtures, and a/c that worked astonishingly well. The walls, however, were dirty and could've used a brief wipe-down and there was a thick layer of dust on the floor bordering the pieces of furniture.
That night, when I went to the restroom and opened the drawer, I was greeted by a roach! It was late and we weren't prepared to change rooms, so I decided to wait until morning to mention it to the staff. Besides, if there is a roach problem, it won't be confined to just one room. The entire place probably has them! My daughter showered first in the morning and advised me that the tub was slow-draining, and that water pooled around her ankles. So, when someone texted me to check on how my stay was going, I let them know. They completely ignored my comment about the roach and asked if they could send someone up to look at the tub. I declined because we were leaving for the day and didn't want anyone in our room while we were away.
We were out the entirety of the day, late into the night, and immediately went to bed upon our return. The next day I checked out via the app and was emailed my final bill. I had been overcharged for parking. I used valet both nights, which is $49/night + tax. I was charged that fee, plus a $10 group parking fee (multiple times), and $38/night self-parking fee. I opened a chat with the front desk online and after quite a bit of back and forth with someone named An Vialyn, the chat was ended with no resolution. I now have to reach out to them again via the 1-800 # listed online.
The main upside to this visit is the location of the property. We were able to walk to the Dome at America's Center, Gateway Arch National Park, and several restaurants and shops in the surrounding area.