We booked a staycation weekend for Valentine's Day. The day we were supposed to check in, we called ahead to ask if there was a chance of early check in. MISA was the woman who answered the phone. To start, she told me there wasn't any reservation in our name. I spelled it a few times, and when she still insisted it wasn't there, we asked her to spell it back to us and, in the most condescending tone, she refused, then promptly hung up on me! That was only the beginning of our problems! I finally spoke with Brittany, the manager, and SHE found our reservation without an issue. Once we got there, we did complain about the horrible customer service we received, and we wanted an apology from Misa. Instead, she stood there with a fake smile and pretended to not know what we were upset about!
Once we got in the room, only one of the curtains would open, so getting daylight in there wasn't easy, and although the TV was working at first, it wouldn't turn back on when we tried again. I called down to the desk, and Misa told me she would "send an engineer up". She never sent anyone, and that was confirmed when WE came downstairs and asked for help from the much more competent Brittany. For the most part, the room was comfortable, but the water pressure in the shower was almost nonexistent whereas the pressure in the bathroom sink was so crazy hard that it was impossible to use on anything more than a trickle! The coffee in the room was terrible as well.
Now, let's talk about the hotel restaurant. For our troubles with Misa, we were offered free dinner, so we gave it a chance. Well, I ordered salmon that was supposed to come with asparagus; it came out with broccoli. I inquired about it and the bartender shrugged her shoulders and blew me off. Mind you, when we reminded them we were to be comped for dinner, they literally only comped the entrees. Not dessert, not even our drinks. The next morning, we came down for breakfast and there was NONE left! They had a huge group of young teens there for a Church retreat, and they obviously did not plan for it! To make matters worse, there was a comedy show that night that we were planning to attend, but when we came down for dinner first, we found a NOTE on the restaurant that said they CLOSED in observance of Valentine's Day! Seriously? Shouldn't that be the one night you stay OPEN? Especially with an event happening? And if you are closing, wouldn't you think to mention it to your guests ahead of time? Or at the very least put up a sign BEFORE the night you choose to close? We ended up going to the Brasserie down the road, who will definitely be getting a great review from me!
This place went downhill since it was the Poughkeepsie Grand! It is a rare moment when I take the time to post a negative review, but they completely ruined our Valentine's weekend and the only vacation we've taken in 2 years!
