Talk about customer service! It has been a long time since I have experienced this level of customer service. Made reservations 2 1/2 weeks before arrival and was told to contact the hotel on the day of arrival to put in our request for a sofa bed. I called and was told that none of our requests could be honored. This appeared to be a mistake and so, I asked for a manager to call me. Within 10-15 minutes, my phone rang--wow! Everything was resolved and from the time that we got there until the time we left-EVERYONE of the staff we ran into were so nice and helpful. Pleasant staff interaction can make or break a hotel stay imo and we were all so pleased with everyone. They really appeared to care about their guests' stay and wanted to make sure we had a good vacation.
After reading a lot of the reviews on this hotel, I was not expecting to utilize the free breakfast b/c of the "stampede" mentality others described. However, the first morning (about 9:30), I went down to get some coffee and there were no lines for breakfast; the serving area was clean and the food was fresh. I really liked the "real" forks and plates as opposed to plastic that some others have described. There were sausage patties; eggs; pancakes; cereal; biscuits and gravy; bagels;and all the regular juices available. Those in our party did not attempt the breakfast for the same reason and so, when I saw that there was no lines, we asked if we could take some breakfast up to the other two in our party--no problem.
The free evening social was a little more like what others had described- but the line was not long. We got a couple of drinks. We tried it the first evening and decided that we would not go again--too crowded for our taste.
The room was very nice--really clean and housekeeping did a great job during our stay. We had a beautiful view of the river below and the wonderful view of the cathedral--it is all lit up at night and with the other buildings' lights it is truly pretty. The four of us stayed in a king 2 room suite with sofa bed. There is one bedroom--very comfy bed. The living area was very large--room enough for the pull out sofa (not very comfortable) However, we had planned to use a inflatable twin, high mattress for our daughter, (which there was plenty of room for) but forgot the electric pump! We called and by the time we got back from exploring, the roll away bed (very comfortable) was in our room. The first night we did not make it back to the hotel until midnight and realized that we needed another blanket--within 10 minutes a knock on the door and there it was! Getting to the rooms in the "San Fernando Cathedral" section is kinda difficult-you have to take 2 different elevators and it's a little convoluted, but we knew this when we reserved the room. I say the view of the cathedral and river are worth the extra hassle.
The valet is $19 per night (which is cheaper than the last hotel we stayed on the riverwalk-$30!! and took them forever to get the car to us). Although we did not take the car out for anything during our stay b/c everything is within walking distance, when we checked out, they had our car to us in minutes--b/c they park the cars on location. However, they only allow 1 valet per reservation b/c of the space issue. The other member of our group parked his car at one of the many parking garages half a block over from the hotel.
After checking out on our last day, we asked the front desk to hold our bags while we did some last minute exploring and they did with no problem. When we got done doing some more sightseeing and eating lunch, we casually walked back to the hotel and got our bags.
Overall, we loved the hotel- it is really beautiful and well maintained. But the people who work there made it an exceptional stay. Customer service like we experienced is a failing art form--but not at the Plaza Hotel. We will definitely be back. Thank you to all of the staff at Drury Plaza for a wonderful time!
we stayed riverview on the 11th floor San Fernando section and it was very quiet and beautiful view...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC