Bad

Liked: To Whom It May Concern,I hope you are well. I am writing on behalf of my stay at your establishment this past weekend. This is my first time staying at your hotel and to be quite honest, this will be my last.As soon as my friend and I had arrived the hotel, the valet had assumed that my friend and I were visiting for the day, when we were in fact staying for the weekend. Off the bat, this left a bad taste in my mouth. To my dismay, this set the tone for the duration of our stay. The front desk did not greet us nor made us feel welcome. When we had come down for dinner service, again, the receptionist looked us up and down assumed that we were visiting for the day/using the hotel facilities. We were turned down a table and told that we could order dinner to our room. We asked if she could let us know if there were any cancellations for the evening, but did not get a call back. No one prefaced to us that there would a cap on how many guests the restaurant could accommodate due to Covid. My friend went down to see if any tables and freed up, and luckily she had met a guest in the lobby who no longer needed his reservation.The following morning, my friend and I had ordered breakfast to our room. We ordered two iced lattes and a pastry basket, but received two hot coffees and pastries that looked as though they had been sitting behind a pastry case at 711. We attempted to call back room service about three times, and the line was engaged. Finally we got ahold of the front desk, and they said they would relay the message. Just to be sure, I called room service again, and of course the message was not relayed and no apology was made for the mistake on their end.Around 930, we decided to come down to use the pool. It was packed, all the sun-beds were filled and there no social distancing measures were being taken. We wanted to utilize the remainder of our stay, so we set up our own towels by the side of pool.
Disliked: On a 111 degree day, not one staff member asked if we needed towels, water or an umbrella. I had asked three different staff members for a bit of shade, and again was denied. One of them being the same hostess who had denied us a table the night before. Two men behind us had offered their umbrellas to us, and one physically moved one by my side. I asked one staff member to move the second umbrella and was brushed off. At this point, I was bright red in the face, dehydrated and dizzy. My friend was worried for my safety and had to fetch our own water from our room as no one was accommodating us. At this point, we were fed up. We passed on our lunch reservation, packed up our things and ended our stay. When we checked out, again the receptionist did not greet us or ask us how our weekend was. When reviewing our bill for breakfast, we were charged twice for the mistake. The lack of service and hospitality at your hotel was astounding. I have received better service at a Motel off the side of the freeway than I have at your establishment. Prior to this stay, I had often raved about your hotel, and that will definitely change. I will not longer be visiting for dinner or drinks and will definitely not book a stay again.Best,Sara & Ruby