We had a gift certificate for this hotel. I booked this through their main call center- our gift certificate was for a one night stay in a celebration suite with a romance package. Because I called the main call center, they told me that they couldn't add the package, and that I would have to call the hotel itself to get that, which was fine. I called the hotel several days prior to my stay and they told me that they had added the package, and that it should be no problem to put champagne and chocolates in our room as per the package. He told me that he wasn't sure if he had done it correctly in the system, so that if we got there and the amenities weren't in the room we should just ask the front desk, and because champagne and chocolates are stocked it wouldn't be a problem.

We got to the hotel and the clerk at the front desk started complaining about how our reservation was set up, saying that we were going to be charged for our stay even though we had a gift certificate just because of the way it was set up in their system. It was rather obnoxious and something perhaps that person should have discussed with their supervisor instead of with the customer. We got to our room and there was no champagne or chocolates, which wasn't really a big deal. However, I went to the front desk to inquire about that and the front desk clerk (different one this time, high school kid) had no idea what I was talking about. I showed him on my gift certificate where it said 'romance package' and he told me that they didn't even have alcohol on the property. I'm sure one of the front desk clerks was correct- either the one I spoke to on the phone that told me champagne and chocolates was no problem or the one who told me it wasn't available- but those inconsistencies need to be addressed. The front desk clerk basically told me that because a former employee issued my gift certificate the hotel didn't really have to honor it due to that fact. As a customer, I don't think that I shouldn't be able to use part of a gift certificate just because a former employee issued it. His statement to me was basically that because I was in the nicest room in the hotel I shouldn't be complaining (my gift certificate was for the nicest room in the hotel).

It's not that I couldn't have just gone to buy the stupid champagne and chocolates, but honestly if I wasn't told two different things I would probably just move on. We were offered no compensation or anything else to make up for the fact that part of our gift certificate was basically unusable.

Our room (which as mentioned before that it was the nicest in the hotel) left much to be desired. The carpet was stained, the couch was stained, and the comforter was stained. The bathroom had hair in the sink, the tub, the toilet, and the floor. Our comforter had hair on it too which was definitely not mine. I understand that these aren't washed after every visit, but take a lint brush to it!

We live in the city and we were really looking forward to getting away, but this was disappointing.