love the old hotel

On Thursday, June 6th, I was a guest at the hotel and stayed in room 309. I was awakened at about 3am in the morning with very loud noises coming from nearby. I could not sleep. I called the front desk and spoke with a woman who suggested I use earplugs (??!!!). I requested a change of room. She put me on hold. I waited 5 minutes before hanging up. When I called again (twice), she did not answer. Instead, I got a very strange greeting and then nothing. I was finally able to get back to sleep about 5am but, needless to say, this ruined my next day -- a long day of driving to my next destination (Jackson, WY). When I complained later that morning, the front desk person allowed that room 309 is next to an equipment room. But the only thing the front desk was able/willing to offer me was a free "upgrade" on my next visit. How perfectly useless! I refused the “upgrade.” I'm not asking for compensation for a lost night and a lost day of driving, but I do ask for a refund of the cost of my room. The front desk person suggested that I contact the hotel through the email address ([email protected]). And then he again asked me to please take the upgrade which I did (to be polite). I emailed the Hotel at [email protected] and received back this response from [email protected]: “We did try to express that by giving you a $69 credit on your folio as well as a gift certificate for a comp upgrade on a future stay. You thanked us for these courtesies before departing. We certainly wish that you’d been more forthright with us then. If you had not stayed overnight in the room, we certainly could have gotten you a full credit. But in fact you were in occupancy of that room for more than eighteen hours. We also offered to show you the room before you checked in, to ensure that it was satisfactory.” The response contains a mixture of distortions and outright falsehoods:

The nostalgia of old world chandeliers and wood working was very impressive to be around. Chandeliers in the rooms were also very special for us. The large stained glass ceiling in the main area was something to behold.

Always neat and classy.

Staff seems to have no leeway. I had to change my room from large double to parlor room. The parlor room is cheaper online. I was charged the higher room rate plus a $20 change fee. I stay there frequently. Wish they could do better.

The wood work

The couch in the room 210 was horrible. No extra toilet paper. I asked a guy at front desk for an extra roll he said he did not want to ask housekeeping and suggested I look again in room. So I did and there was no extra. The restaurant is ridiculously expensive for what we got.

Beautifully restored.

Very dog friendly, friendly staff

History, large rooms, ambiance

Thin walls

The dinner experience in the Palm Room was first rate. Server Mark was a seasoned professional and the meal was perfectly prepared.

The bathrooms need to be modernized. The front desk clerk was new on the job and not trained well enough in greeting or executing her check-in duties.