The Watershed

What started out as a good experience with the person who checked us in, turned into a bad experience by another front desk staff person and the manager. The staff needs more training in customer service and it's the manager's training that trickles down to the staff in how you should treat your guests. The women at front desk had such a "tone" with us and was incredibly rude and unprofessional towards us for no reason. When we contacted the manager, she seemed to be apologetic, however, we came aware very quickly that it wasn't sincere. Also, train ran by our room continuously so it was noisy as well as guests above us. It sounded like elephants dancing on the ceiling which went on until what we felt was late and woke us at about 5:45 in the morning during our stay. As far as hotel accommodations itself, they were fair however, we would have to rate their customer service skills "below zero".

Mid October I called the hotel to make reservations for my daughter’s 11th birthday. The reservation was for November 17 to the 18th when I called I explained to the manager at the time that is going to be 8 girls and two adults so I need a studio I book the studio and I asked them for the waterfront view just to make it more special for the girls. I had read the policies to the hotel 11 o’clock no noise making we got there Friday evening. The girls were excited to be there to be having a sleepover with their friends in a hotel room so of course excitement for 11 years old it’s over the top they were making noise granted but by 9:30these girls were in the bed watching a movie And playing games aboard game that I had brought by then we start receiving phone calls from downstairs front desk stating that we are making so much noise and if it continues they’re gonna have to take the extreme measures by calling the police. I told the girls by 930 please I need you to be in bed and that’s it. The girls were in bed by 9:45 more calls was coming in and there was no noise being made in that room, so I went downstairs to find out what was going on and the front desk person was like yes we did call the police and they will be here shortly. She ended up calling the manager on her cell phone to let me know that they are so sorry that they had to take the extreme measures of calling the cops on 11yr old girls then I told her if the cops show up for no reason because there’s no noise going on up there I am leaving and I want a full refund the manager on the try to apologize to me for what was going on because she was the 1 the I booked the rooms (from the very beginning I was very transpiring with her)oh I am so sorry I’m gonna have them call the cops and cancel the call. by then the cops were already there and I told the front desk person I said, do you know how traumatizing this would have been for those young girls upstairs for police officers to go in knock on the door.disappointed in the way they was running things that night and so a shame because my daughter was upstairs crying her eyes out because of what was going on the phone calls was coming in even after all that the person next door called the room and was just harassing us at this point. Comes Saturday morning we go downstairs for the fruit and cereal that they have out for breakfast we seen a group of people standing on the side a gentleman approached the girls are you the people sleeping in 343? The other parents said yes is there a problem? He said you’re the people that’s making all that noise,she said if there’s a problem, sir, you approach me you don’t talk to the kids? We notice that he wanted to go back-and-forth so we went out for breakfast for instead,I hate to put race into this, but at this point it was just so obvious of what was going on, the manager knew that they had done wrong meaning the hotel about handling the situation that she offered the girls to get whatever they wanted from the little concession stand that they had just to shut us up at that point because they knew they was wrong of how they handled the whole situation,when we was getting ready to check out the manager called upstairs to the room and said I’m just calling to make sure that there are no noise coming out this room. I said you know what there’s no need for you to worry about it. We are Leaving, I have never experienced anything like that never for this establishment they’re supposedly luxury establishment and they have no sense of training when it comes to something like this it’s a shame a shame I would not recommend this hotel to anyone that is black because your money is no good there find a different place because if there’s a bunch of white people there you are not gonna receive the service that you are paying for and these rooms are not cheap we nearly paid $900 for one night and got treated like that pitiful. It was a disgrace these kids were traumatized of this situation here and as a parent, you do not send your child off and come back with such news very disturbing.