Wedding Anniversary, Poor Customer Service, Room #...

Wedding Anniversary, Poor Customer Service, Room #223 Needs TLC

My husband and I wanted to celebrate our 1st Year Anniversary with a local stay cation due to his recent deployment. From the recent reviews, I thought that Hotel Monaco would best fit our needs in the city. I made the hotel reservations with a request of an early check in. I called Saturday morning October 6th, (actual day of our anniversary) to see what time our room would be ready, and the front desk wasn t able to give me a specific time. We arrived at 2:45PM, since check in is at 3:00PM. I was greeted by Agatha (I think that s the spelling) she asked me about my day, again I told her we were celebrating our 1st Year Anniversary etc. She notified my husband and I that our room was NOT ready and to give house keeping 30 mins to clean the room. She suggested that we go have a drink at Dirty Habit and get the truffle fries. (I ve stayed at other Kimpton Hotels so I know usually they would give drink tickets out. We didn t receive anything) After waiting until 4:15PM I returned to the front desk and still then the bald head gentleman said our room was not available to check on because house cleaning has not cleaned it. He uses his radio to communicate on a time when the room would be available. Again, I mention it s our wedding anniversary and we really want to get to the room to rest before dinner. He mentions that our original room was on the 1st floor and he moved us to the 2nd floor. Room 223 needs some maintenance repairs. There is a gash on the ceiling and the wall paper has started to lift on the walls. I have attached the pics for review. Again, no card no champagne no chocolates something to enhance my experience and share in the anniversary with my husband. The TV is this room needs to be re wired as the signal continued to go out. We kept receiving an error message saying Weak Signal .
We left for dinner and enjoyed a memorable meal at Charlie Palmer s who celebrated our Wedding Anniversary with a few surprises!
I woke up this morning irritated with my experience. I cancelled our in room spa massages and just wanted to leave. I spoke with Sergio at the front desk and he was really nice and apologetic with the service we received from his staff. I mentioned again the fourth time, about our wedding anniversary and how I have stayed at other Kimpton hotels for memorable events and the level of service has been much more enjoyable. I do not recommend this hotel if you are celebrating anything. Hip hotel, love Dirty Habit but my experience and my Anniversary was not pleasurable at all.