Utente ospite
9 aprile 2024
The room was clean and comfortable with a fabulous view (mountain view two queen). The bar experience was interesting because while the service was fabulous, the young man behind the bar on March 16th was incredible, it wasn't stocked, it seemed like they were out of more things than they had. At one point there were several managers standing around while he was busting his butt to find things he didn't have. I felt bad every time he came back to tell us he was out of something else, it was clearly out of his control. The outdoor terrace was fun and nice to be outside on an unseasonably warm march day but we had to ask several times to light the fire pit and when someone tried, it smelled of propane for 15 minutes or so before someone figured it out and actually got them lit. Our spa trea**ents were fab although expensive. The hot tub was leaning toward warm rather than hot but it was okay. The steam room and the sauna were both out of commission which was disappointing. Normally, I would have given this three bubbles - I'm giving it 1 because I had originally booked this for April but they couldn't confirm spa trea**ents that far in advance and that was the whole purpose of our trip so I called back to move it to an earlier date. Just today I got an email confirming my upcoming reservation. When I called to say, we already stayed, this reservation shouldn't be active - someone not at the hotel kept me on hold for over 20 minutes only to tell me I missed the cxl window and I'll have to pay. Seriously? She said she would submit a customer service request for me and I can wait for 48 hours for an email after which she said she was looking forward to welcoming me to Equinox. Talk about disingenuous service. Additionally, when booking originally we booked a guaranteed connecting room for a small upgrade cost, but to do so you had to book both rooms at full rate and then they would "refund you later" - clunky at best. I feel the need to comb my credit card statement and find out how much they've charged me so far.
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