Everything about our stay initially was amazing; the location, the style, and the general atmosphere of the hotel. Unfortunately, we encountered a serious issue that was handled with what felt like minimal care or accountability.
We found a mouse and visible feces in our room, and despite how concerning this was, especially as immunocompromised guests, the response from the hotel put most of the blame on us. Rather than acknowledging how serious this situation was, we were met with frustration when we expressed that we felt the incident warranted more than just a room change and a $50 food voucher for the restaurant downstairs.
There was feces less than a foot away from our belongings. That is not just gross, it is a health and safety risk. And being offered food in the same building where we found mice just did not feel like a solution. The service was polite but became noticeably less accommodating once we expressed our concerns. We would have loved to stay here again, but we have lost the sense of security and comfort we had when we first arrived.