First night upon check-in at front desk, I requested 2 extra pillows. Without hesitation, I was told NO. No, let me see what I can do, or let me check, just an immediate NO, again, without hesitation and ZERO effort to help with request.
Second night, I've now added a 2nd and a 3rd room, and we ask for 2 extra pillows. My niece, received the same reply, NO! Please remember that we are dealing with my father's unexpected passing. Third night, sent niece again to ask, and she was told by the same person, NO. This time, due to the hotel being 65% empty, I called the front desk and asked why they couldn't just take the pillows from a vacant room (this was at 10pm). I was told that they couldn't do that because someone may check-in. THE PALCE WAS EMPTY. NO ONE WAS CHECKING IN TO ALL THE EMPTY ROOMS AT 10PM!
The next day, I gave the cleaning lady $20 & she brought me 2 pillows. Then, I spoke with the day staff/manager (much more accommodating & they continued to show there customer service as my stay was extended by a week to deal with the funeral) & they apologized & they had 2 extra pillows sent to my niece's room immediately
Night manager was very unaccommodating and no customer service training. This is unfortunate. Day staff was great, but they should be as "all hands are on deck". The night service, when people are tired and weary, should have superior customer skills.
Other than that, stay was nice. Beds were incredibly comfortable. Backside of hotel, kind of scary.
Traveller from Los Angeles