As a Venice local & meeting planner who use to lov...

As a Venice local & meeting planner who use to love bringing guests to the rooftop lounge for the view at sunset, I was utterly disgusted by the way I was treated yesterday by the front desk women as well as the man checking ID's at the rooftop and am beginning to fear this lack of kindness and graciousness for patrons, especially locals, is starting to spread through the hotel. Having worked in hospitality with Starwood & Marriott, I understand that each and every patron and guest should be treated with kindness, respect and a high level of customer service. Clearly this is not the case at Hotel Erwin and not only will I not return, I will be sure to share the story of the outright unprofessional, and appalling service I have received here, on 3 different occasions with the meeting planning organization and broader local community. This last incident was the final straw. Yesterday, 8/1/2018 at 7:10 PM, 2 women were working the front reception- the most important part of the hotel as it is the first impression for all guests. I was bringing a group of 6 people to High Bar for a sunset cocktail. **We called and left a message on Monday 7/30 to discuss reservations and pay in advance- no one returned our call** I arrived at the hotel at 7:10 PM having come straight from work in Santa Monica and carrying a lap top and professional camera in a nice bag. I first checked with the 2 front desk girls who were both standing there- without a smile and without a desire to engage or offer help. I was very polite and explained that I was just coming from work to meet a group on the rooftop and would like to know if I may check my small duffle bag. *trying to be considerate of the limited walkway space at high bar* A woman with braces first asked if I was a guest, then mumbled something to me about walking left and left. I asked her to repeat herself and she spoke up in an annoyed manner with an eye roll, repeating a mumbled saying about leaving the building and going left and left. ??? Strange, I'm in a hotel lobby asking to check a bag for an hour as I am a patron at their restaurant and will be spending money. I exited, confused, and thought maybe I would understand what she means once I walk "left and left'. I ended up in the alley between the hotel and EggSlut looking for a possible back door to a bag storage room??? When i reentered, I said, "i'm so sorry, but I did not see anywhere to leave my bag and was walking the alley between Eggslut and Erwin. To which she laughed, and said.. no, not the alley, it's on windward, the main street. Now i'm very confused. You're a hotel, I'm a guest of the restaurant and bar, I have thousands of dollars of equipment in a small duffle, and am simply trying to be respectful of the space at the bar and asking for a brief hour of storage and you're sending me to the boardwalk???? Her attitude and ZERO interest in trying to understand, explain or help, was so unbelievable, i said, "never mind i'll take it with me." openly frustrated at the lackluster behavior of both receptionists.
Once on the rooftop, the man checking ID's was on the radio with someone else asking what the bag policy is on the rooftop. He explained that we cannot have bags on the rooftop and would need to hold the bag with him and give me a claim ticket. as he's tearing the ticket and taking my bag, he receives another radio chat in his hear.. "whats that? yes, a duffle bag, oh...ok ....so no?" and then explains that "we cannot hold your bag". It was very clear that these two women- especially the VERY RUDE girl with braces- had pulled an immature power move and made sure that MY bag was not allowed. At this point, our group of 6 proceeded to Rose Cafe where the service is outstanding and our night was a blast! As mentioned, this is my 3rd and final negative experience with customer service from front desk to waitresses. I'm so sorry that Erwin has become so proud that they feel they do not need to offer customer service and they do not care about locals or losing business. I will be sure to share far and wide.