I was going to refrain from writing a review on Tripadvisor because, based on my previous stay at the Loden, my experience was not the norm, but since I e-mailed the reservations manager directly and received no response, I'll go ahead.
We arrived at 3:50 or so to check in (I was under the impression that check-in time was 3?) and were told that our room was not ready yet, but that it would be ready in a few minutes, and we could leave our bags next to the front desk and they would be taken up while we waited. We – and our bags – sat in the lobby for half an hour until we were informed that our room was ready, and then we just carried them up ourselves. Inside our room, it seemed like the cleaning had been rushed. Everything in the bathroom was still wet, and there was a disconcerting sour-washcloth smell in the small room with the toilet that mostly – though not entirely – faded once the floor dried.
There were four of us but only three sets of towels, so we had to call down for another set. The bedside clock was flashing the wrong time, so we spent about 20 counterintuitive minutes resetting it. In addition (and I don't know if it's an issue with a cleaning product or just the finishing spray on the decorative pillows), the large rectangular pillows on both beds smelled strongly of fish, so we refrained from using them.
While we waited for the towels to arrive, a fellow dropped off a bottle of water and some trail mix, a nice gesture that we assumed was in response for our having to wait for our room to be ready, so we poured a glass of water and started snacking and then read the card, which was addressed to "Enrique." I don't know if Enrique ever got his welcome gift, but we ran into the same staff member later and let him know, and he told us to just keep it.
Upon reviewing the bill at the end of the stay, I noticed that we were charged for an outside phone call we did not make and that my credit card was authorized for approximately $50 over the cost of the room. I spoke to the front desk again, the erroneous telephone charge was removed, and I was reassured that the additional funds captured were standard and in case of incidentals and that the appropriate amount would be authorized on my card, which is understandable, but if that's standard practice, it should be mentioned in advance; I was concerned that I'd be doubly or incorrectly charged, especially after the rocky start at check-in.
In my previous experience, I found the Loden to be one of the best, most well-appointed and thoughtful hotels I've ever stayed in. My last visit was a couple years ago, and my partner and I got engaged there. I was excited to take my mom and her sister there for mom's birthday, so the lack of organization was disappointing. Not sure if I'll be back.
If you reserve a double double, make sure you get the correct type of room. I was under the impress...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
4 August 2012
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Thank you for providing us with your valued feedback. It is unfortunate to read that your recent stay at The Loden Hotel did not meet or exceed your expectations. Your review allows us to evaluate our performance and we appreciate the time you spent to share your experience. The comfort and cleanliness of your room is the essence of the Loden experience as well as making you feel welcomed and valued from the moment you become our guest. We apologize that we did not deliver on our promise as our entire team is dedicated to making your stay special. Please allow us the opportunity to further discuss your recent stay. We look forward to hearing from you soon.
Guest Experience Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC