I would like to give this hotel 5 stars but I cann...

I would like to give this hotel 5 stars but I cannot because the air conditioning was not working. Similar to other reviews on this site, so the hotel was aware of this issue.

We called the front desk on our first night, the gentleman that came to assess the situation agreed it wasn t working and said he would put in a work order. We asked for another room or a fan, he said no to both. The next morning we asked about service and it had not been recorded so we made our second request to have the AC fixed. We left for the day, came back to have takeaway dinner and wine in the room around 5 pm... but the front desk still seemed unaware of any issues with the AC. Needless to say, service had not looked at the AC. After being asked to wait for their manager to handle the situation, I spoke with her face to face. She indicated she would not charge for the room for the first night. As for the second night, she was able to offer another room. Turned out the new room didn t have working AC either. At this point, it was late at night and we had to arise early. She finally found a room with AC.

Upon returning to the states, the Quality Manager has written to us advising that he will not give us a free night but rather will give us points for future use. This is very disappointing as the other manager had already advised of the monetary refund.

Positives of the hotel are that the concierges are the best!! Alexandre helped us plan a two day itinerary that was perfect. He was honest, resourceful and offered great suggestions.

Had the AC worked and provided us with comfortable sleeping rooms, or the proper compensation, this could have been a different review.