Business ProfileforKessler Collection

Upgrade to a smarter Gmail Secure, fast & organized email OPEN ******** ****** review of exactly what happened during our stay ************************** to ***.****, me 2 hours agoDetails Beautiful but BEWARE!!!My husband took me here for a surprise weekend February, 3-5 2024. I was so excited when we arrived because we stayed at ************** in *********. It was beautiful and I just knew this was going to be even better. WRONG! We checked in Saturday afternoon. The valet and desk were very busy as expected. We even had to remind them to charge us the $150 fee for our dog. Keep that last detail in mind. We check into our room, look around but not extensively as we had dinner reservations. Upon returning that evening we went out to the balcony to take in a quick view of the river before going to sleep. Come inside quickly and shut the back door and lock it. Do the pull to make sure its locked. Opens right up. Try again, same result. Notice there a little latch loosely drilled on the inside. No biggie, well let the staff know in the AM as it was after 11pm.We wake up the next morning and I get surprised we are getting a couples massage at 11:30 at ******** located right down the hall. Yay! So I go to take a quick shower before we go. Turn the water on, step inside and put my face in the water and turn around to a BUNCH OF LONG BLACK HAIR ON THE ***** Keep in mind they offer you their amazing shampoos , conditioners and body wash to use as well. Well after turning the water off right away, I notice those containers that hold them are half full but anyone can get into them. Feeling extra icky, I jumped out instantly and called the front desk about the lock being broken and that THE BATHROOM WASNT CLEANED AT ALL. Upon looking at the room closer there were no liners in any of the trash cans, the carpet could have been vacuumed also, but I wasnt go to be too picky. But paying $434 a night, tipping all the staff and the added 18% gratuity on everything, youd think youd get outstanding service, right? NOT HERE. We talk to MK and she says shes so sorry and can they can send someone to fix the lock (no specific time and shed move us to another room and give us $150 for the inconvenience) Keep in mind we have a 15 year nervous, dog in tow that we cant just let roam. Remember we made sure their staff charged the exact same amount for our dog. Yes, that offer was a slap in the face. Well its Sunday and we know everyone closes around 5pm and we had plans for the massage at 11:30, come back to shower and head out for the day so, no we couldnt wait around on maintenance for TWO REASONS. We would have have to forgo the massages and pay in full for them with 18% gratuity and WE ONLY HAD THAT DAY to be out and about. So I called her back and said were going to get the massages, well be done by 12:30-12:45. Would that new room be available by then? Sounds really relaxing so far for $434 a night, huh? She instantly responds NO and she will call us when one is. So as you can predict the massages werent very relaxing, knowing we wont have a clean shower to bathe in afterwards. We were hopeful shed call within that hour but unfortunately she didnt until 2:50PM and we were already out. We were so determined to not let this ruin our mini **** to relax and unwind. We get back to the room and I end up cleaning the shower myself with a towel and thankfully we had our house shoes packed as we SHOWERED IN SLIDES for the first time since college. We spent the day out after that, listened to her voicemail when returned that evening. After the shower situation and knowing we were leaving the very next morning, whats the point in changing rooms now?! Wed have to pack up all our belongings, AND TIP THEIR STAFF AGAIN because its not their fault, get our dog calmed down all over again, it just wasnt worth the hassle. So I am not saying we didnt know what were staying in the 2nd night. So we were told the General Manager *************** would be there on Monday to speak to. I was told early that morning when I took our dog out that he was in a meeting by ******* at the front desk but he would give him all this information and hed call us. No call has happened yet. Hence the reason for this review. I thought taking off one night would be the best and fairest way to rectify this now STRESSFUL surprise weekend. We left with a $150 refund, the EXACT SAME AMOUNT WE REMINDED THEM TO CHARGE US FOR OUR DOG. Beyond disappointed