Score 5.0 / 5
We came down to attend a wedding and this hotel was selected as the primary hotel for the families. We looked forward to this hotel being a compliment to an already wonderful weekend of celebrating love, friends and family. Unfortunately, the hotel itself became the disappointment of the stay for the following reasons: Payment:We had 2 separate reservations for when we arrived (1 for each night) and had to go through a lot just to get 1 room with 1 reservation for both nights. We also heard other parties in the wedding had to deal with this same issue at check in. The entire stay was supposed to be under a group discount and there seemed to be resistance with honoring the discount for both nights. Access:From the onset, the elevator banks were extremely slow. We were told that the hotel was only 50% occupancy, which should have increased the efficiency of the elevators, but it did not. Often times I had to take the stairs to save time waiting for the elevators.The key cards themselves are a staple for getting around (e.g., up/down elevators, in/out of the parking garage) and they either continued to not work, or required 1-5 times of trying them before they did work. When we first arrived, after getting 2 keys in the beginning, we needed to go back downstairs to get replacement keys b/c they didn't work in the room. The front desk clerk actually said that we'd need to try the card almost 30 times before it should work! The ice machine on the 15th floor didn't work (and apparently on other floors either), as the sign said to visit either floor 7 or 11.Rooms:The bathtub and sink were extremely slow draining and often clogged while in use.There was no full length mirror in the room, so my girlfriend had to stand on the toilet in heels just to see her full outfit, which was dangerous itselfFinally, the cover of the cabinet underneath the sink in the living room fell off (exposing the pipes to the sink), which could have caused more risk and damage if not identified and 'propped' up as best we couldBased on this experience, I'd look for a weekend credit to any comparable SPG property. Given your brand and reputation, I hope this is an isolated incident, look forward to your quick response and resolution.