Dec 27 '18 at 3:59
Rooms are decent although I prefer to have large open floor plan versus having a living room and separate bedroom. Everything feels generic and a bit soulless. Mattress is really soft, which isn't my cup of tea. But the reason for the 2 star is this is the WORST customer service I've ever experienced. No way to get a human to help you in under 25 min and even then they aren't helpful. Their website says the fitness center closes at 830pm but at 715pm my card wouldn't allow me access to the gym floor. 15 minutes of holding time on the phone with no help, I go and wait in line another 15 min to speak to a human who informs me the gym is closed. It was just 745pm. I don't know what's more frustrating, the complete lack of an ability to be helped by a customer service agent within a reasonable amount of time or the closing of the facilities earlier than listed on the website, which I relied on to plan my day. I feel they don't care about their customers at all. If this feeling of being cared for by a hotel is important to you then avoid Delano at all costs.
