Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Unfair parking charges, poor cleanliness, and excessive noise levels.
Business reply on Google
Thank you for taking the time to share your feedback, Bob. We're very sorry to hear that your stay did not meet your expectations. We understand how frustrating it can be when street closures related to stadium events impact access to the hotel. While our valet service remains available for registered guests during these events, we recognize that navigating the closures can be an inconvenience, and we're sorry it left you with a negative impression. We're also disappointed to hear your comments regarding the elevator, the condition of the bathroom glassware, and the noise you experienced. Cleanliness and maintenance are priorities for our team, and we'll be sharing your feedback with the appropriate departments so these concerns can be investigated and addressed. We appreciate your candid feedback. While our location in Seattle's stadium district does bring excitement and activity, especially on event days, we understand that it isn't the right fit for every traveler. We hope you'll consider giving us another opportunity to provide the level of experience we strive to deliver.
hotel lacks water in rooms and requires a high security deposit
Business reply on Google
Thank you for your feedback, Phil. We're sorry to hear that your arrival experience left you with a negative impression. Our hotel authorizes a standard incidental hold at check-in, which is a common practice throughout the hospitality industry and is used to cover any incidental charges during a stay. It is certainly not intended to imply that we expect guests to damage or remove hotel property, and we're disappointed to hear that it was presented in a way that came across otherwise. We will be addressing this with our team to ensure our communication is more thoughtful and professional. We also understand that many travelers appreciate complimentary bottled water, and we value your feedback on that point as well. We appreciate you taking the time to share your experience and will use your comments as an opportunity to improve how we welcome our guests.
The business failed to return the correct change for a purchase.
Business reply on Google
Hi Troy, thank you for the feedback. We understand the frustration and apologize for the confusion regarding the change. We should always return the exact amount owed, regardless of how small, and we’ll address that with our team. Regarding restroom access, during stadium events we do limit public restroom use to help preserve hotel amenities for our registered guests, as we are located directly next to the ballpark and experience extremely heavy foot traffic before games and concerts. The City recently installed public restrooms nearby on Charles Street, and our team is now directing visitors there as an alternative option. We do appreciate you stopping by and wish you the best moving forward.
Valet service damaged vehicle and hotel management denied the damage claim
Business reply on Google
Lyndon, thank you for taking the time to share this. I’m sorry for how frustrating this experience has been—especially with the delay at pickup and the concern around your vehicle. On the valet side, you’re right—there are times when volume spikes around check-out and events, and that’s not an excuse for a long wait or a rushed handoff. We’ve addressed this directly with our team and adjusted staffing and process to better manage those peak windows. Regarding the damage concern, we did take your claim seriously and completed a full review, including video documentation from your arrival and departure. That information was provided to our insurance carrier, who ultimately made the determination on the claim. I understand how frustrating it is to not agree with that outcome. While their decision is outside of our control, that doesn’t mean we take the situation lightly. As a direct result of your experience, we’ve implemented a vehicle walk-around at departure with guests to ensure there is clear alignment on vehicle condition before leaving the property. It’s a step we should have had in place, and we’ve acted on it. If you’re open to it, I’d welcome the opportunity to connect with
Hotel staff failed to ship refrigerated medication as promised
Bartender refused service to guest with valid out of state ID
Business reply on Google
Thank you for sharing your feedback, Bradley. I’m glad to hear you chose to stay with us for your birthday and for the concert at WaMu Theater, though I’m sorry to hear about the experience your brother had at the bar. Our team is required to follow Washington State liquor laws and internal verification procedures when checking identification. If an ID cannot be confidently verified, staff are instructed to decline service. While these policies are in place to ensure compliance and protect our liquor license, I understand how frustrating that situation must have been, especially when celebrating a special occasion. We do appreciate you bringing this to our attention and will review the situation with our team to ensure staff are properly equipped to handle out-of-state identification whenever possible. Thank you again for the feedback, and we hope to have the opportunity to provide a better experience on a future visit.
Valet staff insulted the customer in the lobby.
Business reply on Google
Good evening Karley. Please accept my sincerest apology for your experience. This is far below the level of service we expect from our team. I would appreciate the opportunity to speak with you to learn more about this so I can ensure it is appropriately addressed with the correct staff. You can contact me at [email protected] with the best time and method of contact if you are open to sharing more. All the Best, Timothy Chism Assistant General Manager
Bed bug infestation and unprofessional management response
Excessive noise from night cleaning and nearby trains prevents sleep.
Business reply on Google
I'm truly sorry that the post-game cleanup noise and the proximity of the train line made getting a good night's sleep nearly impossible. That's certainly not the restful experience we want you to have, and it sounds incredibly frustrating to deal with, especially at 3 a.m. It means a lot to hear that you found the hotel spotless, our cleaning staff excellent, and the location great for events. We appreciate the honest feedback on the food pricing, too. We're going to look into what can be done regarding the post-game operations to see if we can limit that noise for our guests. If you ever decide to give us another try, please contact me directly. I'd personally ensure we place you in one of our quietest rooms, away from the stadium-facing side, so you can enjoy the otherwise great parts of your stay without the late-night disruptions. All the best,
Power outage and slow internet connectivity at the hotel.
Business reply on Google
We’re so sorry for the experience you had during your recent visit. We understand how disruptive and frustrating it must have been to lose power and WiFi, especially during the workday. While the outage was caused by an unexpected City of Seattle equipment failure, we know that doesn’t make it any easier when your plans are impacted. Please accept our sincere apologies for the inconvenience. Our team is committed to ensuring a much smoother stay the next time you’re with us, and we would love the chance to welcome you back and provide the experience you deserve. Please reach out to me personally, at the hotel to discuss further, 206.204.9800. Best regards, KJ Roff General Manager
Staff lacked knowledge regarding hotel services and breakfast hours.
Business reply on Google
Thank you for taking the time to share this, even though it’s clear your experience was frustrating. What you described is not acceptable. Team members should never appear disengaged or uninformed, especially about something as basic as breakfast hours. That is fundamental knowledge. When staff cannot confidently answer simple operational questions, it reflects a breakdown in training and leadership. That is on us. We hold our team to a higher standard than what you experienced. Accountability and preparedness are non-negotiable in hospitality. Standing idle or appearing unsure is not the level of professionalism we expect. If you’re open to it, I would welcome the opportunity to better understand when this occurred so we can address it directly with the team involved. Feedback like this, while tough to read, is necessary to correct gaps quickly. We regret that we missed the mark during your stay.
booking system failed to include parking and staff provided no resolution
Business reply on Google
Dear Eric, Thank you for taking the time to share your experience. I’m very sorry to hear about the frustration you encountered while trying to book your stay. That is certainly not the level of service we aim to provide, and I understand how concerning it must have been to see the parking option missing from your confirmation after selecting the Park & Stay package. Our intention is always to make the reservation process clear and straightforward, and it sounds like we fell short in providing the immediate assistance you needed at that moment. Your feedback regarding the difficulty in getting answers and reaching a supervisor is taken seriously, and we will review this with our team so we can respond more effectively when situations like this arise. If you’re open to it, I would appreciate the opportunity to look into your reservation personally and ensure everything was handled correctly. Please feel free to contact the hotel directly and ask for management so we can review the details and make this right. We value your feedback and hope we will have the chance to restore your confidence in the future.
The hotel charged an undisclosed high fee for additional parking.
Business reply on Google
Greetings, Kearstin Pudwill Thank you for taking the time to share your feedback with us. We're glad to hear that you enjoyed other aspects of your stay, but we're sorry to learn that the parking fee did not meet your expectations. Our goal is to provide a high level of service and value, and parking fees help us maintain a safe and secure parking environments for all our guests. However, we certainly understand your concerns, and we'll take your feedback into consideration as we review our services. We truly appreciate your stay with us and hope to have the opportunity to welcome you back in the near future. Warm regards, Joey M AGM
The hotel failed to refund the security deposit after three months.
Business reply on Google
Hello, Geetha Sowjanya Thank you for reaching out to us here on Google. We greatly appreciate your business. I sincerely apologize for the inconvenience during your stay with us. I tried looking up your reservation but was unable to in our system. Would you be able to contact me directly and we can resolve the issue? Again, I apologize for the inconvenience. I hope to hear from you soon! Best, Joey M AGM
Misleading valet parking, vehicle damage, and broken hotel amenities.
Business reply on Google
Dear, Johnson Thank you for your review here on Google. We appreciate your business and your feedback. I would like to sincerely apologize for the inconvenience caused to you and would like to see if we can make it up to you. Please give us a call directly at our hotel and I'd be more than happy to speak with you. Again, thank you and I hope to hear from you. Best, Joey M AGM
Front desk staff provided unprofessional service and lacked basic communication.
Business reply on Google
Thank you so much for staying with our hotel and please accept my sincere apologies for the service miss-hap during your check in process. I will be sure to review directly with our team personally. Mark Lee General Manager
Front desk staff provided poor customer service and lacked basic communication.
Business reply on Google
Thank you for your comments and giving us the feedback on our front desk associate. We will investigate and retrain this individual. I am sorry this happened. My apologies, as this is not our typical service or friendliness that we are known for at this hotel. Thank you for taking the time to let us know so that we can improve. Thank you.
Delayed room availability, parking issues, and poor room cleanliness.
Business reply on Google
Thank you for your comments. We apologize that your room type wasn't available at 3pm, as we had a very busy evening the day before. We tried to get every room ready for the next guest, but we were not able to do it until 6pm. We are investigating the other items. Unfortunately, we do not have space for oversized vehicles and trucks on site. Thank you for understanding this. We apologize for any errors and service and hope that you will come back so we can make it right. Thank you again for your comments.
Unexpected fees and poor facility maintenance at the hotel.
Business reply on Google
We are confused by your review. We have never had any umbrellas on our pool deck, nor do our photos on our website and booking websites have any umbrellas. We do not have any hidden fees or service fees. Our valet parking charge is clearly stated when you booked your reservation. I am sorry that you did not enjoy your stay with us. Other guests seem to love our property. Thank you.
Excessive noise from nearby railroad prevented sleep during the stay.
Business reply on Google
I am really sorry for the trains disrupting your sleep. I am thankful that you enjoyed our hotel outside of the sleeping. We do try to mitigate this issue if we are aware at the time as the trains are not an issue for all guests that stay. If you would like to discuss the issue please feel free to reach out to the Assistant General Manager, Rachelle Pellegrini 206-204-2075.