"Surprised to be disappointed"
I've stayed here a number of times and always loved it, gave it the highest rating. This time, however, I was surprised at some disappointing things. First, a couple of the bath towels were shabby. I've never had a towel with unraveled edges at this hotel, and consider it a sign of careless housekeeping or failure to replace worn out stuff out of cheapness, or both. The room and bathroom were clean, but this put me off. Second, the inside lower edge of the bathroom door had the paint peeled off in areas. Again, not fatal, but unattractive and poor maintenance, and it makes you feel like you're in a place that's down-at-the-heels.
Finally, we were told that we can't qualify for their customer loyalty program because we paid in advance for our rooms. What kind of a loyalty program excludes those who pay in advance? I was astonished by this, and can only imagine that there is some price break we got for paying in advance and the loyalty program was so cheap that they intended to nickel and dime us out of any possible advantage for coming often to their hotel.
Well, I think we probably will not be coming often, if ever again, as that made us feel unwelcome. Is the place under new management? In fairness, I must add that the beds were very good and the bed linens were perfect. The breakfast is generous, and the staff very polite. I hope they fix up a few things to win a top rating again.
Traveller from New York, NY