8/10 Good
Santos
Oct 28, 2024
Liked: Cleanliness, property conditions & facilities, room comfort
After Hours Process Needs Improvement
Overall this could have been a 5 star review if they had a better process in place for after hour emergencies. The room was beautiful and very clean; however, when I got back to my room after attending a wedding my keys were no longer working. It was a few minutes before 10pm on a Saturday night and all the staff was gone. I called the number on the website, which was to the front desk and all you can do is leave a voicemail. My saving grace was a kind couple that saw me in distress in the lobby and offered to help. They provided another after hours phone number that was printed on a paper in their room. This number should have been displayed in the lobby or entrance door where it was more visible. I called this number several times and left multiple voice mails. On my fifth time calling, someone finally answered and let me know that they would be sending someone to help. That person showed up fairly quickly, but overall it took over an hour to get back in my room. If the emergency number would have been clearly displayed in the lobby and had someone answered right away or called me back to say gives us 30 minutes to an hour to get you back in your room, I would not have bothered with this review.
Santos
Stayed 1 night in Oct 2024