Stayed here while visiting family during the holid...

Stayed here while visiting family during the holiday. Arrived after a late flight, 11:30pm and instantly there was a problem. Used the restroom and the water wasn t filling back up. After 30 minutes of the sound of hearing running water while trying to wind down became quite annoying so I called the front desk. He stated he d send an Engineer but that I d have to leave the room due to their social distancing policy. So I had to get redressed then head to the lobby after a long day and late flight while the service was taking place. Around 12:30am, the engineer finished and I returned to my room. I d used the bathroom an hour later and the issue was still present. I refused to get dressed again to go elsewhere so I just ignored the running water and fell asleep.

The next morning, I went to take a shower. The water was not at all hot. Literally lukewarm. I suffered through and turned the heat all the way up to lessen the chill after my shower.

This time, I decided to go down to the front desk in person and speak with someone. I expressed my frustrations about the night before, then let them know that their water is not hot. So the young lady at the front desk advised that she would have an engineer return to my room to see why the water isn t getting hot. In the meantime, she explained it because I was on a high floor, the water takes longer to get to the higher floor and that was the reason for the lukewarm temperature. She also stated the possibility for the water temperature or lack thereof was probably because they were at 9% occupancy. I let her know that I would be gone for the rest of the day and late into the night, so if the engineer could come in and fix it, they would have had full access and opportunity. Returned that evening around 11:30 PM, and still no hot water. By the next morning when it was time for me to take my shower, the same issue was occurring. By now, I was beyond frustrated and contacted the front desk by phone. I spoke with Carrie who said she was a manager. When I started to explain my discomfort and frustration with my stay so far, she cut me off and stated that me having a room on a top level was the problem. Her tone was very nonchalant, and she stated rather in differently that it will probably be better for me to go to a lower level floor in order to get hot water. I explained to her that I was already settled into the room and didn t expect to be further inconvenienced with a move. She responded very matter-of-factly saying that she d send another engineer but that I d have to leave my room again. This wasn t a feasible option, because I was preparing for a shower. To re-dress only to go sit in the lobby yet again for God knows how long wasn t making sense. Furthermore she didn t seem to care about my issue as a guest and I ended up ending the conversation with her and emailing the guest services supervisor. They weren t any help either. I explained the situations and how Carrie s lack of shared urgency or care was disappointing. The guest services supervisor returned the email in a blanket response that was evasive and half hearted. Their solution was to offer me $20 in the form of a Starbucks voucher along with a blanket statement of how they strive to make every guest s experience a memorable one. Needless to say the $20 voucher was left in my room unused. I didn t want hot coffee or tea, just hot water for a shower. None of the staff at this property was able to uphold or reinforce customer service standards. However, they definitely succeeded in making my stay a memorable experience.