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Tags: Los Angeles Hotels / West Hollywood Hotels / Hotel Service / → All Tags

Strike Two Against the Andaz West Hollywood

Where: 8401 W Sunset Blvd. [map], West Hollywood, CA, United States, 90069

The perils of booking a room on Priceline are many, from the strategic "name your own price" tango to begrudgingly having to settle on whichever hotel you're offered. In the past, we've lucked out, having landed a great value on Paris' Le Meridien Etoile, and likewise for what ended up being a nice stay at The Intercontinental in Century City. Sadly, the tale we're about to tell you doesn't have the happiest of endings.

A trusted HotelChatter source and frequent traveler to Los Angeles has long been using Priceline to book her accommodations in the city, West Hollywood being her neighborhood of choice for convenience's sake. Not long ago, both she and her husband related an upsetting service-related story about their stay at the Andaz West Hollywood, where an attempt to order room service ended in telephone bickering with a curt phone concierge.

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Tags: Green Hotels / Portland Hotels / Hotel Service / Checking In On / → All Tags

The Avalon Still 'Green' When It Comes to Service

Where: 455 SW Hamilton Court [map], Portland, OR, United States, 97239

What's a hotel got to do to stand out these days? Certainly being a green hotel—even if you are the tenth LEED-certified hotel in the United States—isn't much of a cache anymore; at least that's how it seems to be when we check in with Portland's Avalon Hotel and Spa.

Because environmentally-friendliness aside, it's service that matters, and judging from certain reviews on TripAdvisor, it appears not much has changed from our stay at the Avalon a little over a year ago.

Then, we found it to be "relaxing, romantic…though their maid service needs to improve," a sentiment echoed in more recent reviews. "It's really quite nice…[but] service leaves a bit to be desired," says one. "Service was reasonably efficient…I might stay there again if the price is right or place improves," reads another.

So while it's great to be tuned into the green movement--and have a relatively affordable rate of $155--you might want to also check in with your customers every once in a while.

Tags: Phoenix Hotels / Hotel News / Hotel Service / Free Stuff / → All Tags

Free Stuff For Guests Who Check-In Wearing a Bikini at The Clarendon Hotel

Where: 401 West Clarendon Avenue [map], Phoenix, AZ, United States, 85013

We don't know about you, but the only time you'll catch us in a bathing suit is when there is a large body of water around. Otherwise, it's cover-up city. Matthew McConaughey we are not.

Evilly, the Clarendon Hotel and Suites Phoenix seems to be playing on this weakness with another of our weaknesses: free stuff. Through the end of the summer, the hotel is offering Bikini Check-In, where guests who check in wearing a bikini, swim trunks or a Speedo receive a $20 credit for poolside service, room service or use at the hotel's Mexican restaurant.

One look at The Oasis, the Clarendon's swimming pool with underwater speakers, massaging water jets, 50-person Jacuzzi, sun beds and free poolside Wi-Fi and suddenly we don't feel so shy. Excuse us while we slip into something a little more revealing, head to the pool and finish the workday with our laptop and a mai tai by our side.

Tags: Thompson Hotels / Stephen Brandman / Hotel Service / Lifestyle Hotels / OpenThread / → All Tags

OpenThread: Is The Thompson Hotel Experience Manifesto Worthy?

On Monday we published the Thompson Hotels Map, to track the aggressive growth of Thompson Hotels. We questioned whether or not Thompson would be able to provide the high level of customer service needed when you pay Thompson prices as they rolled out multiple hotels at the same time.

We all know certain Thompson hotels have had some customer service issues in the past, but when we heard from Stephen Brandman, the Thompson Hotels co-owner, the other day we began to wonder, is Thompson fast tracking so many new "lifestyle" hotels in 2008 because they are aggressively and successfully addressing guest services?

Brandman, who oversees all of Thompson Hotels operations including staff hiring and training, takes his company's service very seriously. He writes:

Our repeat business at all of our hotels is based on great service. Please remember when you charge a lot of money as we do at Thompson Hotels those that can't afford the experience are more likely to blog about it but really are not our customer.

Our hotels are full and continue to beat our comp set in RevPAR index because our repeat business makes us prosperous. We are not like a lot of other hotels that are bars with rooms attached. Even the Roosevelt is vastly improved over the past year.

Your shots at service are based on what? 60 Thompson has become iconic as a hotel, Roosevelt is famously popular and Gaige House is number 42 on Conde Nast yet you frown upon us? 6Columbus is getting great feedback so far...what gives?

Well, actually, our customer service question was based on experiences like this and the overflow in our inbox from hotel insiders who questioned Thompson's commitment to customer service. However, Mr. Brandman may have a point when he cites "improvement in the last year". Even the recent TripAdvisor reviews for the Roosevelt are above average. So Thompson Hotels is working hard to change that bad service reputation around. And we like that Brandman had the balls to email us in defense of his hotel brand.

However, we want to hear what you think. Help us figure out whether service at the 6 or so Thompson Hotels listed below is manifesto worthy.

Comment on service at a Thompson hotel here.

Related Stories:
· Introducing the Thompson Hotels Maps [HotelChatter]
· Getting to know the Thompson Hotels Co-Owners [HotelChatter]
· Stephen Brandman Podcast [Hotelsmag]

Tags: Costa Rica Hotel Reviews / Hotel Service / Beach Hotels / → All Tags

A Magical Room Transfer at Hotel Playa Espadilla

Where: Playa Espadilla, Manuel Antonio, Costa Rica

Picture this deja vu scene. You leave in the morning from one room, come back in the afternoon to another, and everything looks exactly the same, including where you left all your stuff.

This was the scene at the pleasant Hotel Playa Espadilla, in the Manual Antonio Reserve and surfing beach area in Costa Rica. As our group left for a rafting trip in the morning, one couple mentioned that the air conditioner in their room was making a noise like a freight train and they wanted to move to a different room. "No problem," said the man at the front desk. "We will arrange it for you." Thinking they would deal with it when they got back, the couple boarded the minibus and went off for a day of splashing down the river.

Upon their return, they went to the front desk to check up on getting another room. "Here is your new key," says the man at the front desk. "All of your belongings have been transferred, so please give me your old key."

Upon stepping into their new room, the couple found every single item placed exactly where they had left it in the other room, down to the panties on the corner of the bed. The dirty shirt hanging on a chair was on the right chair and the placement of the toiletries in the shower were eerily perfect. Who says you have to pay Four Seasons rates for attentive service?

Spacious rooms at Hotel Playa Espadilla are under $140 a night and you can sip a big daiquiri made with fresh fruit poolside for four bucks.

Related Stories:
· Hotels in Costa Rica [HotelChatter]