Kimpton Hotel Vintage Seattle, an IHG Hotel (Seattle, USA)

Overall, the staff give super customer service. They are kind, courteous, and helpful. When concerns arise, they work hard until a resolution is found that is acceptable and pleasing to guests.

The hotel is luxury in every way and offers guest a lot of amenities to choose from, from the valet parking service to the free evening wine hour. The yoga mats in the room give a relaxing feel and the free tea and coffee service in the morning saves the hassle of finding a coffee kiosk or separate store. Guests appreciate the extra complimentary perks.

The rooms are really spectacular. They are comfortable and luxurious and boast designer bedding and toiletries with a robe. The interior-designed decor makes for a lovely stay, as well as a relaxing one.

When guests book online and don't give a personal follow-up call, there is a chance the reservations won't be right. Often, rooms which are reserved don't match the reality of the situation when booking, whether a wrong size of bed or whether a preference in floor. If you have special needs or desires, a phone call will probably be necessary.

For guests on extended stays, they might notice that advertised daily cleaning service isn't necessarily every day. Guests often have to call and request the service and even have to call for fresh towels each day.

While service overall is great, there are many occasions when personalized service drops the ball. Frequently, guests call for items, like towels, that never arrived. Room service orders are frequently wrong and wake-up calls don't always occur.