Hotel Review Thread
04-21-2013
, 11:25 AM
04-22-2013
, 01:06 PM
Might as well post my Cosmo experience here from last Sunday. I feel kinda douchey sending them a letter, but it was kind of ridiculous (haven't heard back yet anyway).
Don't mind the greened out wife's finger, that's a joke from a different forum.
Cliff's: room at Cosmo was great, but dirty as hell & customer service was super weird
Dear Sir or Madam:
I am not sure if this is the correct place to send this email, but I hope you can make sure it gets to wherever it ought to go.
My wife and I were married on April 13, 2013, and booked a Terrace One Bedroom - Premium View room for April 14, 2013. We arrived shortly before 3 and checked in soon thereafter. We were sent to room 58xx, and were immediately blown away by how cool the room was, how interesting the layout was, and how spectacular the view was:
However, after the original wonderful impression, things started quickly going downhill. The room was dirty. There's not really any other way to put it. There was a big clump of extension hair sitting on the carpet:
a hair in the bathtub:
stains on the bedding and pillows:
stains on the ceiling:
stains on the outdoor seating area:
watermarks on the ledge around the bathtub, and little pieces of detritus on the towel racks and carpet.
This all disgusted my wife so much that she called to move rooms. The woman she spoke to was very nice and offered to move us to the 22nd floor and a $75 food credit. We got to the 22nd floor, and noted 2 things: going down 36 floors makes the view drastically worse, and the room actually seemed clean. We talked it over for a few minutes, and decided that the view was a huge part of why we got the hotel room to begin with, and the downgrade in view would be a disappointment after experiencing the far better view, so she called back, spoke to the same helpful woman, and asked if a higher floor was possible. The highest available was about the 26th floor, so we asked if we could have the old room back, but have someone come in and clean the room, change out the stained bedding, etc. She agreed, and we decided to hang out on the couch of the 22nd floor room waiting for her to call us back and tell us the room was ready.
Two hours later, after not hearing anything, I called and spoke to a man who was also very polite and friendly. He checked, and then informed us the room was ready, so we went back up to our original room. The hair on the floor and the hair in the bathtub were gone. Everything else was exactly as it was before. No one had changed the bedding, no one had vacuumed, no one had wiped down the countertops, etc. The room was still dirty. We had just sat around on a couch for 2 hours waiting for someone to remove 2 sets of hair. We could have done that ourselves.
My wife, who is 7.5 months pregnant, very badly needed some rest and relaxation after the stress of planning a wedding and coordinating all the family and friends who came into town, decided she needed a long bath before we called and pointed the lack of cleaning out. After, she called to point out that the bedding was still dirty and all that had been done was to remove the hairs. She is such a sweet person that she was actually apologetic for the frequent calling, despite the obvious need for it.
We went to dinner at Holstein's with my parents and sister. We had a great time there. Food was delicious, and waitstaff was knowledgeable and very helpful when it came to my sister's gluten allergy. I have already recommended it to several friends. When we came back the stains on the bedding we had seen previously were gone, although we later found other, less obvious stains, and nothing else had been cleaned, but whatever.
A couple friends came over, we hung out on the balcony, enjoying the city at night, the fountain show, etc., and eventually they left and we went to sleep.
Now, we found this out later, but my wife's sister ordered milk & cookies to surprise us in the morning. She specified 9:30 a.m. as the delivery time, stating that she didn't want it to be too early and wake us up, but she wanted it before we checked out.
At 7:30 a.m. we got a call, waking both of us, from the hotel saying that we were having a gift come this morning, and to make sure we did not have our Do Not Disturb sign up. Okay, no DND sign, back to sleep. At 8:30, a maid knocks on the door and walks in. I sort of stumble over to the door, still 3/4 asleep, and she asks what time we're checking out. I say, "I don't know. What time is it now?" She says "after 11" and leaves. I am shocked that we have overslept that much, but look at the time and quickly realize she must have meant that's when check out was, and that she had really just walked into our room at 8:30 on the morning we were checking out, to clean the room, which obviously had not been cleaned before our arrival, or either of the 2 times we had asked for it to be cleaned the previous day.
We cannot fall back asleep after that, and at 9:30 milk & cookies are delivered. The card seems to indicate that they came from the hotel (envelope had the name of the hotel, no identification as to who else might have given it to us). We thought that it was very nice of you guys, but were still a bit confused about the 7:30 wake up call to tell us about them, but whatever. The cookies were quite tasty. Only later did we find out that the cookies were not from you, and of my wife's sister specifically stating that she did not want to wake us up too early.
We call and request a later check out, and were granted 12 p.m. I took my parents to the airport around 10:45, and my wife tells me at about 11:02 a housekeeper unlocked the door and walked straight in without even knocking. It's nice that you guys actually wanted to clean this room finally, but it was getting a bit ridiculous.
When I came back, we checked out the Bamboo Pool for about 15 minutes, which we were also impressed by, checked out through the TV, and went home.
On the whole, we were thoroughly impressed by the hotel room, the view, the food, the pool, and the friendliness of most of the people we dealt with, but these other issues are absolutely unacceptable, and I can't imagine that it's how you want the day to day operations of your business handled.
We wanted something really special for the day after our wedding, and feel like we were denied that to a large extent by simple things that should never have been an issue, which we find thoroughly disappointing.
Thanks for taking the time to read this, and I hope you ensure this does not happen to other guests in the future. If you would like to call me to discuss any of this, my cell phone number is (555) 555-5555. Alternatively, you have my email address.
Sincerely,
JMurder3
Here are some bonus view pics...the room really was pretty badazz:
Pool:
Don't mind the greened out wife's finger, that's a joke from a different forum.
Cliff's: room at Cosmo was great, but dirty as hell & customer service was super weird
Dear Sir or Madam:
I am not sure if this is the correct place to send this email, but I hope you can make sure it gets to wherever it ought to go.
My wife and I were married on April 13, 2013, and booked a Terrace One Bedroom - Premium View room for April 14, 2013. We arrived shortly before 3 and checked in soon thereafter. We were sent to room 58xx, and were immediately blown away by how cool the room was, how interesting the layout was, and how spectacular the view was:
However, after the original wonderful impression, things started quickly going downhill. The room was dirty. There's not really any other way to put it. There was a big clump of extension hair sitting on the carpet:
a hair in the bathtub:
stains on the bedding and pillows:
stains on the ceiling:
stains on the outdoor seating area:
watermarks on the ledge around the bathtub, and little pieces of detritus on the towel racks and carpet.
This all disgusted my wife so much that she called to move rooms. The woman she spoke to was very nice and offered to move us to the 22nd floor and a $75 food credit. We got to the 22nd floor, and noted 2 things: going down 36 floors makes the view drastically worse, and the room actually seemed clean. We talked it over for a few minutes, and decided that the view was a huge part of why we got the hotel room to begin with, and the downgrade in view would be a disappointment after experiencing the far better view, so she called back, spoke to the same helpful woman, and asked if a higher floor was possible. The highest available was about the 26th floor, so we asked if we could have the old room back, but have someone come in and clean the room, change out the stained bedding, etc. She agreed, and we decided to hang out on the couch of the 22nd floor room waiting for her to call us back and tell us the room was ready.
Two hours later, after not hearing anything, I called and spoke to a man who was also very polite and friendly. He checked, and then informed us the room was ready, so we went back up to our original room. The hair on the floor and the hair in the bathtub were gone. Everything else was exactly as it was before. No one had changed the bedding, no one had vacuumed, no one had wiped down the countertops, etc. The room was still dirty. We had just sat around on a couch for 2 hours waiting for someone to remove 2 sets of hair. We could have done that ourselves.
My wife, who is 7.5 months pregnant, very badly needed some rest and relaxation after the stress of planning a wedding and coordinating all the family and friends who came into town, decided she needed a long bath before we called and pointed the lack of cleaning out. After, she called to point out that the bedding was still dirty and all that had been done was to remove the hairs. She is such a sweet person that she was actually apologetic for the frequent calling, despite the obvious need for it.
We went to dinner at Holstein's with my parents and sister. We had a great time there. Food was delicious, and waitstaff was knowledgeable and very helpful when it came to my sister's gluten allergy. I have already recommended it to several friends. When we came back the stains on the bedding we had seen previously were gone, although we later found other, less obvious stains, and nothing else had been cleaned, but whatever.
A couple friends came over, we hung out on the balcony, enjoying the city at night, the fountain show, etc., and eventually they left and we went to sleep.
Now, we found this out later, but my wife's sister ordered milk & cookies to surprise us in the morning. She specified 9:30 a.m. as the delivery time, stating that she didn't want it to be too early and wake us up, but she wanted it before we checked out.
At 7:30 a.m. we got a call, waking both of us, from the hotel saying that we were having a gift come this morning, and to make sure we did not have our Do Not Disturb sign up. Okay, no DND sign, back to sleep. At 8:30, a maid knocks on the door and walks in. I sort of stumble over to the door, still 3/4 asleep, and she asks what time we're checking out. I say, "I don't know. What time is it now?" She says "after 11" and leaves. I am shocked that we have overslept that much, but look at the time and quickly realize she must have meant that's when check out was, and that she had really just walked into our room at 8:30 on the morning we were checking out, to clean the room, which obviously had not been cleaned before our arrival, or either of the 2 times we had asked for it to be cleaned the previous day.
We cannot fall back asleep after that, and at 9:30 milk & cookies are delivered. The card seems to indicate that they came from the hotel (envelope had the name of the hotel, no identification as to who else might have given it to us). We thought that it was very nice of you guys, but were still a bit confused about the 7:30 wake up call to tell us about them, but whatever. The cookies were quite tasty. Only later did we find out that the cookies were not from you, and of my wife's sister specifically stating that she did not want to wake us up too early.
We call and request a later check out, and were granted 12 p.m. I took my parents to the airport around 10:45, and my wife tells me at about 11:02 a housekeeper unlocked the door and walked straight in without even knocking. It's nice that you guys actually wanted to clean this room finally, but it was getting a bit ridiculous.
When I came back, we checked out the Bamboo Pool for about 15 minutes, which we were also impressed by, checked out through the TV, and went home.
On the whole, we were thoroughly impressed by the hotel room, the view, the food, the pool, and the friendliness of most of the people we dealt with, but these other issues are absolutely unacceptable, and I can't imagine that it's how you want the day to day operations of your business handled.
We wanted something really special for the day after our wedding, and feel like we were denied that to a large extent by simple things that should never have been an issue, which we find thoroughly disappointing.
Thanks for taking the time to read this, and I hope you ensure this does not happen to other guests in the future. If you would like to call me to discuss any of this, my cell phone number is (555) 555-5555. Alternatively, you have my email address.
Sincerely,
JMurder3
Here are some bonus view pics...the room really was pretty badazz:
Pool:
04-22-2013
, 10:27 PM
04-22-2013
, 10:33 PM
04-22-2013
, 10:43 PM
Wife pregnant, so I gave them a pass on their lack of grape vodka, this time.
I thought about just tacking that post onto that thread, but seemed like too much work.
It was a great space...I just don't understand why they refused to clean it. It easily could have been an amazing stay if they had cleaned it properly & then didn't decide to keep waking us up all morning.
Yeah, none of us could figure it out. It almost looked like blood spatter 
I thought about just tacking that post onto that thread, but seemed like too much work.
04-23-2013
, 12:18 PM
04-24-2013
, 06:33 PM
04-25-2013
, 08:32 AM
