Usuário convidado
1 de junho de 2024
Booked a trip 6 months in advance. I had to call 6 times just to get a confirmation email. After being taken to our room at check in (not the room I booked 6 moths earlier because the new owner is rehabbing the selected room as his own) the concierge practically ran from the room. That's when we noticed that the AC wasn't on or so we thought. The bathroom wasn't particularly clean, so I used the lysol wipes from my travel bag and cleaned the bathroom. As I finish cleaning, housekeeping walks through the door. I did give them the dried, crusty, used towels that were in a drawer in the bathroom. We went to lunch and when we returned the room was still 78 degrees. Brian at the front desk (I was toild by the HVAC contractor that he is the general manager) called HVAC specialist and as we waited. I went to the front desk to inquire about another room we could move to and was told by Brian that they had no other rooms for the entirety of our stay. Back in the 78 degree room, the HVAC specialist confirmed that the AC would not be fixed before Monday as it was Friday, May 17, at 5:21 PM and all stores were closed. HVAC gentleman went to the front desk and reported to us that a room was available but we would have to change rooms a third time later in our stay. Interesting that the General Manager of the property told me that there were no rooms but told an outside contractor that they did have a room. Back down at the front desk, Brian told us we have to understand that things break and there is nothing he can do about it. Once we walked away saying we would need to find another hotel, Brian called and had a room for us. At that point, we didn't want to stay and the issue was not the AC. The issue was Brian's disregard for his guests, his dismissive tone and inability to get off a personal phone call to discuss the matter with us, and the biggest reason was Brian's inability to apologize or attempt to empathize with us. We are now 13 days later, 21 phone calls initiated by me and countless text messages, we have finally been refunded for our initial deposit. Interestingly, Brian has been kind, apologetic, communicative and understanding in every interaction since we decided to leave the Melrose Mansion. We stayed at Melrose Manion 6 years ago and it was magical! Clean bathrooms, updated fixtures, so unique, perfect location, wonderful team. It was literally the reason we chose to return to New Orleans. This experience was more than disappointing. I can overlook a bathroom that needed a wipe down and having to move rooms because stuff just happens. What I cannot overlook is being dismissed, unvalued, disregarded, blown off and having to remind a manager of a boutique hotel that we are his guests. In a city so well known for their hospitality, The Melrose Mansion fails to deliver.
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