The Maxwell Hotel
🏨 Hotels & Travel · Seattle
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
Staff member was unhelpful regarding a duplicate billing issue.
Business reply on Google
Hi BB Gard-Thayer, Thank you for your feedback, and I sincerely apologize for the experience you had and the billing issues you encountered. We understand how frustrating this situation can be, especially when dealing with duplicate billing from third-party vendors. Please note that when a purchase is made through a third party, any refunds also need to be processed through them. Your experience is important to us, and we will address your concerns with our team to ensure we improve our service. If there's anything further I can do to assist you, please let me know. Lacey King General Manager
Hotel staff failed to resolve vehicle being blocked in parking lot
Business reply on Google
Hi Brittney, Thank you for taking the time to provide such a detailed account of your experience. We sincerely apologize for the stressful situation you encountered regarding the parking, as well as the lack of effective communication and support from our team. Your concerns are valid, and we understand how disappointing this experience was, especially given your loyalty to our hotel over the years. We are committed to improving our processes and service, and your feedback is invaluable in helping us achieve that. We will address this situation with our team to ensure better handling of issues in the future. I understand that our guest services manager has reached out to you so we can discuss this further and work towards a resolution that reflects the value of your past experiences with us. We appreciate your continued patronage and hope to restore your faith in us. Lacey King General Manager
Excessive wait times for restaurant service and food delivery.
Business reply on Google
Hello KLJ, Thank you for sharing your experience with us. We're truly sorry to hear about the delays you encountered during your visit to the restaurant on NYE and the service you received. This is not the standard we strive for, and we appreciate your feedback. Unfortunately, we had unexpected staffing issues and did have others from other departments to assist. We hope you might consider giving us another chance in the future. Lacey King General Manager
Staff entered room without notice and allowed pets to escape.
Business reply on Google
Hi Kristen, Thank you for sharing your feedback, and we sincerely apologize for the serious issues you experienced during your stay. We understand how unsettling it must have been for staff to enter your room unexpectedly, especially with your dogs inside, and we deeply regret any discomfort caused. Our guest service supervisor has also reached out to you via email in an effort to connect directly. We take situations like this very seriously and appreciate you bringing it to our attention. We value your feedback as we continue to improve our services and policies. Thank you for your understanding, and we hope you will consider allowing us the opportunity to make it right for you. Lacey King General Manager
Housekeeping failed to clean the room or restock supplies.
Business reply on Google
Hi Jayme, Thank you for sharing your valuable feedback. We are glad to hear that you found our rooms and location to your liking. However, we sincerely apologize for the housekeeping issues you've encountered during your stay. Our model is to service rooms every other day. This is certainly not up to our standard of service, and we will address this immediately to improve our performance. We appreciate you bringing this to our attention, and we would love the opportunity to make this right for you. Your comfort is our priority, and we hope you will give us another chance to provide you with the exceptional service we're known for. Lacey King General Manager
Hotel charged unexpected daily parking and amenity fees.
Business reply on Google
Hello Carlos, We sincerely regret to hear about your frustration with the fees. We apologize for any confusion or misunderstandings regarding the parking cost and guest amenity fee. Our goal is always to offer clear and upfront communication about all charges, even when using a third party. We hope to have a chance to restore your trust in the future. Lacey King General Manager
hotel room infested with insects causing physical harm to guest
Business reply on Google
Hello Niru, We are extremely concerned to hear about your experience and sincerely apologize for the distress. This is definitely not the standard we strive to uphold. Please rest assured that we will address this with our team immediately to ensure that everything is thoroughly inspected and remedied. Regarding the coffee service and our response to your requests, we apologize for not meeting your expectations and for any inconvenience this caused. We take pride in providing excellent service and it seems we fell short in this instance. We truly value your feedback as it helps us improve and we're deeply sorry that your experience has led you to decide not to stay with us again. We would like the opportunity to discuss this further with you and see how we can make things right. Please contact Hotel Management directly at your earliest convenience. Thank you for bringing these matters to our attention and we look forward to speaking with you. Lacey King General Manager
The hotel charged significantly higher rates than the pre-booked price.
Business reply on Google
Hi Sara, We sincerely apologize for the frustration and inconvenience you felt regarding the pricing of your stay. Transparency in our rates is something we aim for, and we are sorry you felt like this was not effectively communicated in your case. As per our conversation, we were more than willing to adjust your nightly rate should there have been any documentation illustrating the lesser rate you mentioned. If you would be willing to discuss this matter further, our team would like to work towards a resolution that meets your expectations. Lacey King General Manager
The night staff member was rude to the customer.
Business reply on Google
Hello Natalie, Oh no, we're really sorry to hear about your unpleasant experience with one of our team members. We truly value your feedback and would love the opportunity to make it right. Please reach out to me directly @ 206.284.4950, and we'll do everything in our power to address your concerns and ensure you have a truly enjoyable stay in the future. We appreciate your support and hope to regain your trust! Lacey King General Manager
Hotel room view did not match the advertised description.
Business reply on Google
Hi Keith, Thank you for sharing your feedback, I'm terribly sorry that your stay was not better. We'll definitely work with our team to improve the areas you highlighted. We take great pride in the service we provide to our guests and clearly we've missed the mark in your case. I know our team will learn from these mistakes. We do hope that you enjoyed your time in Seattle and we hope that you might give us another opportunity to WOW you in the future. Lacey King General Manager
The hotel charged an unexpected amenity fee.
Business reply on Google
Hello Despina, We're very sorry you were surprised in a negative way. We do our best to make our rates and fees as transparent as possible. The online source you booked through does advise that the amenity fee is due at the property for each night of your stay. We will continue to work with our online partners to ensure they continue clear messaging for our mutual guests. Thank you again for your feedback.
Hotel has safety hazards, poor maintenance, and unsanitary room conditions.
Business reply on Google
Hi Ray, I'm sorry that you did not enjoy your time at The Maxwell Hotel or in the City of Seattle. I'm glad our team was able to help you by waiving the fee for both of your rooms on the night the fire alarm went off. Yes, it was unfortunately out of our control but that's not the restful stay we want for our guests. Warm regards, Lauren Higa Guest Services Manager
The hotel room was infested with roaches.
Business reply on Google
Hello Mr. Werner, I'm terribly sorry to read your review! I would never want any of our guests to feel this way. I don't have a recollection of our interaction and I'm having trouble locating your name and information to reach out to you. Please feel free to contact me directly at 206.284.4952, I would love the opportunity to hear from you. Lacey King General Manager
Poor service, inaccurate amenities, and uncomfortable room conditions.
Business reply on Google
Hello Lindsey, Thank you for sharing your feedback, I'm terribly sorry that your stay was not better. We'll definitely work with our team to improve the areas you highlighted. We take great pride in the service we provide to our guests and clearly we've missed the mark in your case. I know our team will learn from these mistakes. We do hope that you enjoyed your time in Seattle and wish you all the best. If there is anything that I may do for you please feel free to contact me directly at 206.284.4952 Lacey King General Manager
hotel charged credit card after cash payment and denied receiving cash
Business reply on Google
Hi Shannon, Thank you for the feedback and the opportunity to correct the billing issue. We appreciate you as a guest and we hope to welcome you back again in the future. If there is anything I may do for you please feel free to reach out to me directly. Lacey King General Manager
Hotel failed to provide promised secure parking for guests
Business reply on Google
Hi Rachel, Thank you for sharing your feedback. I am very sorry that you were surprised in a negative way. We try our best to be transparent and as clear as possible with our guests, I apologize that we fell short in your case. We will definitely use this as a learning tool for our team. Thank you again and we hope that you might give us another opportunity in the future. The Parking is on us next time and will do something extra as well. I'll reach out to you through email. Thanks & Regards Rajneesh Verma Guest Service Manager
Hotel amenities, cleanliness, and services did not match advertised descriptions.
Business reply on Google
Hi Kelly, Thank you for sharing your feedback, I'm terribly sorry that your stay was not better. We'll definitely work with our team to improve the areas you highlighted. We take great pride in the service we provide to our guests and clearly we've missed the mark in your case. I know our team will learn from these mistakes. We do hope that you enjoyed your time in Seattle and we hope that you might give us another opportunity to WOW you in the future. Lacey King General Manager
The hotel room was infested with bedbugs and management was dismissive.
Business reply on Google
Hi Katie, I'm sorry to ready your review after the conversations we had with you and your mother at the hotel. We wish you the best. Lacey King General Manager
The hotel room was unclean and parking fees were unexpected.
Business reply on Google
Dear Valued Guest, I am so sorry you did not enjoy your stay with us. Cleanliness is of the upmost importance to us. I will definitely address your comments with our team, in hopes this was an isolated incident. I am sorry you did not expect to pay for parking. We do clearly outline this online and being in a large city, with limited space, parking has increased over the years throughout Seattle. I do apologize for any annoyances this may have caused. If I can be of service, please feel free to contact me. Warm regards, Jamie Randall General Manager
Excessive wait time for room and missing room amenities.
Business reply on Google
Dear Mr. Busch, I am so sorry to hear of your experience. It is obvious we failed at communicating your early arrival request to the other departments. I have shared your comments with the entire team to ensure this type of situation does not repeat itself. I am so sorry for the annoyance this issue caused. We should have made every attempt to contact you and provide you the status of your request. I am sorry you departed feeling this way. This is not the type of service we built our reputation on and we are sorry to have failed you. If I can be of service in the future, please do let me know. Warm regards, Jamie Randall General Manager