I have never had a more difficult or frustrating experience at a hotel. The facilities are beautiful but the entire visit from arrival to paying the bill was one headache after another. Totally unprofessional all around.
-I called ahead of time to ask about valet parking. When I arrived, I pulled up in front, in full view of the front desk. Not only was the valet staff not there, the front desk person didn't all for the valet until five minutes later when I left my car to go in and ask for a valet.
-There is no onsite Fitness Center as advertised. Instead, there is access to a gym three blocks away. When I let the manager know that hotels.com advertised a Fitness Center, he was rude and defensive and told me it wasn't his fault that a third-party site listed 'incorrect information'.
-They said they'd email me my receipt but it never arrived so I had to contact them to get it. When the receipt arrived, it listed an amount that was different than the charge on my credit card. Then, they told me I'd need to contact hotels.com about it - even though the trouble with the charge was with the Ivy Boutique, not hotels.com (the charge and receipt from hotels.com matched perfectly!)
Absolutely unbelievable. The whole experience was completely unprofessional and extremely frustrating.