Eilan Hotel & Spa, Autograph Collection

Reviews 3

KI

Kira Jarmer

This was a beautiful, clean, classy hotel, but the service left something to be desired. The rooms were beautiful, modern, and clean. The amenities were amazing. The grounds and pool are gorgeous. We loved Eric at the front who helped with bags and drove the shuttle, Miss Hollywood at the pool, and of course Danny, who knows the ins and outs of all the departments, is a great problem solver, had a great demeanor for customer service, and frankly, who should be promoted​ to run the whole establishment. We were traveling with a group and it seemed we all had issues with some issue or another. 1) One woman who travels a lot for work and is an Elite member with Marriott booked all the rooms for the group. We all got awesome perks like upgraded internet, free fancy water, free pastries and gelato from the mercato each day, etc. That part was amazing. However once we all arrived, they were not able to change the name or split the reservation up even though there were 4 different reservation numbers. Several other guests also travel a lot and wanted to get their Marriott points, but they couldnt split the reservation up. We could add guests to a room, but it Remained under the original name. 2) on the first day, the valet "lost" our rental car. They looked for an hour, making us late for an appointment, and finally just gave us a shuttle ride. But then we had to wait another hour to be picked up. In the end they put the wrong tag on the car, so they found it, but the experience was very frustrating. 3) on day 2, we rented a cabana in the pool and a lady came to take our order. They were out of half the items when we ordered and more that they didnt know about. After taking our order and finding out they were out, the waitress never let us know. She just brought the other food and never came back with the missing items, or told us they were out. We waited and hour before asking about it and the kitchen told us they were out. The original waitress never asked what she could get instead, just disappeared. Other items, like the Chipotle turkey bacon wrap came with half the items missing... A dry wrap with only lettuce and turkey. No one let us know they were out of ingredients or asked if we wanted something else. We asked the kitchen and it turns out they werent out, they just didnt finish making either of them before it was delivered... A little disappointing. 4) Day 3 we had breakfast at Sustenio restaurant before heading out to the airport. It is a very classy upscale restaurant (and spendy). The waiter took our order and came back with a few meals every few minutes. We kept waiting and again, not all the meals came. We asked and he forgot to submit one meal. When the guest reminded him what she ordered, he says the kitchen was backed up sand it would take another 30-45 min which she didnt have to get to the airport. A restaurant of that caliber should NOT forget someones order and make them feel bad about asking to order it again after the waiter forgot it. Overall, the hotel was gorgeous and practically empty, but the service, although they had plenty of help standing around, really needs better training and management. The front desk didnt fully understand the computer systems, the wait staff at both the pool and the very expensive restaurant struggled with basic skills such as taking orders, and the valet couldnt organize and identify the cars. Danny was very helpful and comped all valet costs and tried to reconcile with our organizer, but all of us were very disappointed with Marriott. I hope they get things fixed because they have a great hotel and a great location.

EL

Elizabeth Ann Jensen

I stayed at this hotel with my mom the night before my wedding and my wedding night. We thought it would be a great place for my husband and I to stay for such a special night, and the hotel staff repeatedly dropped the ball. They didn’t care that I was a bride or how special this day was to me. The service was an incredible disappointment. When my husband and I got to the room after our reception, trash was still all over the room and the cart with the box lunches we had ordered while the bridal party was getting ready earlier in the day had not been removed. The room had not been cleaned at all. I regret booking here and wish I had picked the Westin. My husband called down to the desk to get housekeeping while I, in my wedding dress, started to clean up the room myself. We waited 10 minutes. I called again. I explained to the person on the phone that it was our wedding night and no one had shown up yet. He told me that housekeeping was helping another guest and to keep waiting. We were not treated as a priority. Eventually they did come and clean everything. My husband in his tux, and me in my dress just stood there and watched. In no way shape or form should that be acceptable. Earlier in the day we called housekeeping to make the bed so the room would be picturesque when my mom and I came back from the salon to get dressed. My mom arrived before I did and it had not been done. Fortunately she was able to get people to the room before the photographer and I arrived. We were running an hour behind schedule because of the salon and tried to squeeze in as many bridal portraits as possible at other locations in the hotel before heading to the church. I was already stressed because of how behind we were. In the middle of one of the shots, a member of the hotel staff came with a security guard to escort us out of the building. We had gotten permission months ago to shoot at this location. They wanted to charge us a fee to take pictures there, and when my fiancé called months ago to arrange to take pictures, they agreed to drop the fee because we were staying there. I was flustered, tearing up, and couldn’t remember who he had talked to. I sent them up stairs to talk to my mother-in-law who had made a lot of the other arrangements with the hotel (boxed lunches, when they were supposed to come clean the room, etc.). They left, and I was in tears. Fortunately, they let us stay and didn’t bother us again after that. The Westin said they would not charge us a fee to take pictures at any point, for the record. After we arrived at the hotel on the wedding night to when we had left in the morning, there was not a single manager for us to talk with. When we left the hotel in the morning, we talked to the person behind the front desk, and he said they hotel was aware of our complaints and we would be called later in the day by a manager. I never received a call from the hotel. It occurred to me that they never had any intention since they never asked for my number and, to my knowledge, I had never given it to them. Planning and executing a wedding is stressful enough on its own. Don’t stay here especially if it’s a special occasion.

SH

Sharon Anglin

Highly disappointed with the hotel. -Waited over 2 hours for our room which went through "several stages of cleaning and approval" only to get a room with a non working outlet, burned out lightbulb in bathroom, sink stopped disconnected and no functioning, and a dial switch that operates nothing. -For the cost of the room, the outlets and lights are tied to a master switch by the door, so expect to spend some time trying to get lights on and off in the area of the room when desired. -Dont plan on unpacking while you are there either. The only closet holds about 5 hangers. -Parking?! There is guest parking about 1/4 mile away downhill, otherwise, valet only. -Advertised Trolley has been removed per the apartment residents complaint as disruptive. -Daily cleaning equalled clean towels and made bed only. No cleaning of floor or even replacing disposable coffee cups. -Housekeeping came in about 8:30 the first day and wanted to go ahead and replace the towels. I guess they wouldnt have done the beds if I had agreed at that time. -Dont count on the Virtual Golf. The projector is "outdated" and they are unable to "find a replacement bulb". -If you are looking for the "front" of the hotel as the pictures indicate online, good luck. All those stairs are NOT the front nor accessible by car, trolley-yes, but as mentioned before- there is no trolley. -We checked out a day early due to the disappointments. And guess who is NOT being refunded the prepaid last night costs? -Events held there were underprepared. Not enough seating provided. No trays for disposing of cups, etc. -Some elevators did not work and they are shared with staff. We were down to one elevator for staff and guests for 10 levels. So expect to wait. Leave early for everything you need to do in and out of the hotel. The hotel is divided in half also, so you may have to go up or down and across the lobby, then up or down just to meet up with others. -CAUTION when riding the golf cart from the parking lot to the lobby. We could have easily fallen out three separate times. Very fast driving around curves and corners. Very flimsy handles on the back seat for security.

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