Margaret Martin

Review of St Julien Hotel & Spa

UNFORTUNATELY, I just had a second negative encou...

UNFORTUNATELY, I just had a second negative encounter with a front desk employee named Lauren.
Lauren has been rude, unfriendly and completely inadequate at meeting my very basic customer needs/requests.
The first incident was via a telephone call I initiated from Denver International looking for assistance with public transportation.
Lauren did not no answer to my question and refused to ask a manager for help. I was left to fend for myself RUDELY!
I AM A NEW YORKER AND FULLY BELIEVE IN USING PUBLIC TRANSPORTATION FOR BOTH ECONOMIC AND ENVIRONMENTAL REASONS .
It is my opinion, that a 5 star hotel in Boulder, CO should have up to date information on the public transportation system from Denver International Airport. ESPECIALLY, because of Co-vid 19. The transportation happens to be free and has been operational although obviously with a limited schedule.
Any front desk, valet, concierge or manager at the St. Julien Hotel should have an INDEX card at their desk with explicit instructions on how to get from the airport to the hotel.
Negative encounter number 2.
I booked an additional night at the St. Julien this morning via Hotel.com.
I packed my things in my suitcase and left them ready to be moved if it was going to be necessary for the hotel to move me to new room.
I went down to the pool to have my coffee and take a swim.
I then approached the front desk to inform them that I had booked another night. I told the woman at the front desk named Lauren, that I was happy to stay in my room if that made things easier for the hotel, but the room type available on Hotel.com was not the same, it was actually a more expensive room.
I didn't care which room I went to, I had my things packed and was ready to go if they needed me to move. I simply wanted a new key and was willing to do whatever was easiest for the hotel.

In the same rude tone of voice that I experienced while on the phone with Lauren at the airport. Lauren said to me in an absolutely obnoxious tone of voice, I needed to "get my credit card to swipe for new room." The new room was already paid in full. I had done the exact same thing 2 days prior because I had decided to extend my stay. In fact, the young man, who grew up in Boulder, who was working at the front desk, bent over backwards to make things easy for me.
Lauren totally disregarded my attempts to be helpful and make it easier for the hotel. ( I have been staying at this hotel since June 13th, it is June 23rd, I have spent at least $4,000 in the past 10 days at the St. Julien, and quite frankly I don't care if I had had a discounted rate and only spent one night for $50 at the St. Julien, I and no other guest deserves that kind of rudeness and unwillingness to be helpful by an employee at the hotel.
SO, I go up to my room to get my credit card for Lauren, come downstairs, thankfully another person is at the front desk. I approach the front desk to give my credit card and get new key. The woman politely checks me into room, she says "Oh, you are Mrs. M." Yes, here are your keys. Please call the valet when you are ready to have your things moved.
I tell her my things are already ready to be moved. Please just have valet move my things to new room.
I go up to my old room to double check I have everything. There is a knock at the door. It is the "other" woman at the front desk who checked me in. I let her in and start to thank her for moving my things, and she looks at me and tells me. "Ya know, the hotel is really busy right now." As if I was putting her out somehow.
I just walked back down to the pool to write this review.
I think some customer service training is needed for some of your employees.
Every other employee has been magnificently friendly and helpful, while practicing safe co-vid 19 practices.