"Everything to do with the room was fantastic. However, the same cannot be said for the guest services prior to checking in.
It was my wife's birthday and I tried to arrange for an amenity ahead of time. I requested in my Expedia reservation for the hotel to contact me. They replied in Expedia with an email address, but it showed up as "Certainly, the best place to get in contact would be over e-mail at: ----@--------.---". So I looked online and got the hotel's email and sent them my request 4 days in advance of my booking. No reply.
Having not heard from them I called the hotel the day before our booking and was told I needed to book an amenity 3 days in advance. Then they transferred me to IRD, then to the Front Desk, who said I could order the chocolate-covered strawberries I wanted but first they had to send me an amenity list. They sent me an email from the same address I received no reply from previously. I told them I wanted 8 strawberries. They delivered 6, but charged me for 8. Called the hotel about the charge who put me through to someone in accounting...who wasn't in so I left a message. No return call.
TL;DR the hotel was great and the room was beautiful but trying to arrange something special beforehand was more difficult than it should have been. Would have been way easier if I had done it myself. Was left confused and frustrated with their guest services."
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