I had reservations for two rooms, Sept 7th - 10th for my daughter's wedding. The week of the US open and 10th anniversary of 9/11. I arrived at the hotel and it was closed No one on the street either. I called the hotel, no answer or call back. I sent an email, of course no answer nor did anyone show up to help find me a room or check on my safety. I walked to the corner store and was told in fact the hotel had not opened for business yet and they have been doing this to alot of people for like a year. A neighbor got a phone book and stayed with me in front of the vetiver while I tried to find a room, two rooms as my aunt and uncle would be arriving from the UK expecting they had a reservation. I did manage to find a suite at the hotel Verve a few blocks away, but couldn't find a second, room. Fortunately there was plenty of family there for the wedding that was imposed upon so that noone had to sleep in the park. I followed up with an email when I got home and surprisingly, got a response. Claimed they accomadated othe rs that had reservation pre-opening but in my case it 'fell through the cracks'. Offered me one free night and 1/2 off a second night. Not good enough.I was late for wedding obligations including picking up THE DRESS. Thankfully some people care about customer service and are accomadating. The inconvenience was much more costly. Bottom line, there isn't any customer service at hotel vetiver. No interest in customer satisfaction, Not likely to change when it actually opens. If you have a reservation - don't believe it. The hotel Verve a few blocks away is first class and comparable in price. i can highly recommend them.
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