![]() 2) Dryer door was broken and would not close - had to be repaired. 6) The following were maintenance issues we had with our private residence: 1) Screens & window handles were broken in bedroom and all had to be replaced. Otherwise, how is a patron to check the final bill against all of the charges during their stay? This is an unacceptable practice in a 5-Star Hotel. When asked, each server always offered to come back with a copy of our ticket, but this was a waste of the server and our time (not to mention the extra tipping involved) and should ALWAYS be included with each purchase. 5) We never received a copy of tickets (receipts) for in-room dining nor any other hotel purchases, and we ended-up taking pictures of all receipts with our smartphones before giving back to the server. We were never sure whether we were over or under tipping. 4) With regard to the Montage’s gratuity policy on their in-room dining (and other sales tickets), none of the service staff understood nor could advise with confidence whether the "18% R/S SC" charge was the tip and whether we should add extra for the gratuity. 3) We experienced almost daily mistakes with our in-room dining orders not being correct or something left off our orders. 2) Our biggest problem we experienced was that the staff (who all were EXTREMELY nice and wanted to help) was that English is not their first language and either we found it difficult to communicate or we weren’t sure whether they understood us. Our entire pre-visit planning experience was much less professional and seamless than we have become a custom at other 5-Star Hotels. Most of the conversations we had with the Staff, they either seemed confused, ill-trained to answer our questions or didn’t know who we needed to speak with to get the correct answers. The Challenges: 1) During the weeks leading-up to our visit, we spoke (or attempted) to speak with several staff to book reservations for dinner, spa, and to ask questions and get particulars with regard to our accommodations and the hotel in general. 5) The drinks from the Montage bartenders (mixologists) were the best in town! 6) We particularly loved the spa, the gym and their staff. 4) Burgers and Bourbon and in-room dining food was good. 3) Apex was the best restaurant of all the restaurants (Grappa, Riverhorse, Apex,) we frequented while in town! We especially thought our server Whitney at the Apex provided great service, as well as Joe the bartender in Burgers and Bourbon. 2) The Montage hotel and facilities were beautiful, new, clean and amazing. The following were what we experienced: The Good: 1) All staff was really nice and tried to be attentive as possible. This October, 2016 we booked a 1 bedroom residence at the Montage for a week. The last two years in October we booked private residences at the Four Seasons Jackson Hole and Ritz Carlton North Star Tahoe respectively. Thus, we have many points of reference, and had we never stayed at nice resorts, our expectations would understandably be less. Regis, W Hotel, Ritz Carlton, Wynn & Montage, etc. Let me start by adding that we frequent Five Star hotels and resorts all around the country such as the Four Seasons, St. ![]()
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