We had a tough check-in process.
- the valet was terribly rude. Didn’t help control parking, didn’t help with bags or directions entering hotel from street and then said “if you have everything of yours, don’t you have something for me?” Asking for a tip.
- made our way to the front desk and checking in was awful. Didn’t have the room we reserved (a suite), lied to us and said they upgraded us since it wasn’t available, and put us in a room adjourning a suite with only one bed (we needed 2), went back to lobby, got another room, hauled bags up to that floor, opened door and it was already occupied, back down to lobby for third try and finally got a room with two beds. Wasn’t handled well at all, didn’t offer to refund the difference between what I reserved and what we were given (Hotels.com called and resolved that for me). They did offer a credit that essentially made the valet free. Complete cluster though and set a terrible tone to spend the first hour lugging suitcases around to 3 different rooms.
- tap room is wayyyyy past “quaint”. They haven’t invested anything into that place since I worked downtown Pittsburgh 20 years ago. Needs a refresh.
Basically, this place is a beautiful lobby and a mediocre hotel behind it with a serious need for enhanced service training from valet to front desk.