"Pros:
Excellent location
Rooms are clean, modern and well-maintained
Front desk and phone customer service staff are polite and helpful
Cons:
This was our second stay at The Elser. Our first stay was pleasant overall, and I believed I could avoid the concierge issue the second time around. During our first stay, we were approached by two different concierge staff members on two separate occasions, each time being pressured into paying a tip for luggage assistance we did not request. It felt like a forced service rather than a genuine offer of help.
For our second stay, I learned from this experience and instructed my family to hold onto their own luggage at all times. We successfully used the hotel's luggage storage service by ourselves before check-in. However, after check-in, when my husband collected our luggage, a staff member attempted to take it to our room. We politely declined and confirmed with the front desk that we were permitted to carry our own bags — which they confirmed.
The concierge staff member became visibly angry, raised his voice saying "I don't want to touch your stuff, I don't care," and rudely dropped our luggage on the floor. Travelling with an 85-year-old wheelchair user and two 70-year-old seniors, this made our whole family feel unsafe for the remainder of our stay.
The front desk staff were wonderful throughout. This issue is solely related to concierge behavior."
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