So, I really love the setting and hotel, it is rea...

So, I really love the setting and hotel, it is really a special place. I just find that the staff do the bare minimum. My wife and I stayed there and spoke with the staff several times via phone. Left the concierge a message (no return call). Found out on the news that the Rock & Roll Marathon was happening (that the staff did not share with us) and it conflicted with plans for the package that we bought which included a trolley tour. The tour company's hours were shortened and despite telling the staff our plans of when we would do the trolley tour, they didn't share that fact with us until we got there. The Marathon also created some access issues which they could have helped us out with in advance as well. In fairness, I later found an email from Kessler on this, but you would think that the staff would be trained up to have this conversation so that guests are prepared. They credited us for the tour portion of the package, but rather unapologetically. Fast forward to today (a couple months later), I called to buy a gift certificate for a Christmas gift. Totally unhelpful and that just about did it for me. "you either need to come into the hotel or purchase online" Gave me the web address...looked it up and no place to purchase. "well, you'll have to come in" pushed more and she put me on hold and realized that she gave me the wrong website. Could have cared less if I bought something or not. It made me realize that maybe I don't want to give this experience to someone for Christmas. You pay a big premium to stay here, the experience should be outstanding. I really don't like to leave a negative review, but felt that someone at Kessler really needs to get this straightened out. I've stayed at other Kessler hotels and have had very different experiences. (we did visit the spa when we were there, which was a great experience)