My mom and I stayed here during a trip to KC to celebrate her birthday. The hotel itself is very nice, and it's a convenient location - only a few minutes drive to downtown KC. We had a balcony suite overlooking downtown, and have zero complaints about the room itself - it was clean, spacious, and quiet.
Our complaint was with the service we received. At around 9 PM, we went down to use the hot tub. There was some sort of dance or cheerleading event going on, and apparently a lot of preteens were staying in the hotel. They were "cheering" - complete with loud screaming (which echoed around the pool area), stunting (three people on top of each other and flipping into the pool) and acting completely inappropriate for a shared pool - to the point where other children in the pool area couldn't move and risked being hit by someone's "tumbling," and we were unable to hear each other talk while sitting right next to each other. Given that the parents were present and encouraging the behavior, we spoke with the front desk attendant, who said he would send someone to check it out. The person he sent was, apparently, a maintenance employee who quickly walked through the area, and proceeded out of the pool area to have a cigarette. When the behavior continued and we saw no hotel employees stopping it, we again went to the front desk (in swimsuits), where the attendant told us that someone had checked and hadn't noticed anything (what?!) but would check again. We went back to try the hot tub one last time, where I happened to overhear the employee/maintenance man telling one of the parents that WE were unreasonable, complaining, making a big deal out of kids being kids, etc. Yes, a hotel employee "bad mouthing" a hotel guest to another hotel guest. We scrapped the pool idea and went back to the front desk, where we asked to speak to a manager. At first, the desk attendant lied to us and told us there was no manager or other supervisor in the hotel. When the manager walked up behind him, he quickly changed his tune.
To her credit, the manager seemed genuinely concerned about how we were treated by her employees (though not about the kids doing stunts in the pool - isn't that a liability issue for the hotel if someone gets hurt?) She did comp part of our stay. I don't know if the safety issue was ever addressed with the other guests, or if the professionalism issue was ever addressed with the employee(s).
However, I do know that for the price we paid, we didn't expect a gymnastics event in the pool, and especially didn't expect to be belittled and lied to by hotel staff. We will choose another hotel next time we are in KC.
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