Alexander Hotel

Overall, I like the hotel—the room is clean and it’s not noisy at all. The only problem is that the breakfast staff doesn’t speak English, so they didn’t understand my requests.

This was our second time staying at this hotel. Rooms are big, clean, quiet and comfortable. Staff like Fernando & Fabian are very friendly and professional. The location is excellent!

Modern hotel, sleek bar. Bartenders and Fernando the waiter were excellent.

I had a magnificent staycation here at the Alexander. The primary hostess/ concierge (her name is Genesis) was the epitome of hospitality.

We hesitated to post a review because the hotel is beautiful (thus 2 stars), but felt the need to give honest warning on 1) check the accuracy of hotel descriptions; 2) check the billing; 3) don’t trust what you’re told by the staff & 4) do not check out no matter what until the billing is resolved …because you’ll be left as frustrated as us. We booked the Alexander hotel for two nights (Dec22-24) to celebrate our 10th anniversary. We specifically chose the Ambassador Suite because it was advertised with a standing bathtub which was a feature we looked forward to enjoying as part of our celebration. In retrospect, we should have gone for a regular suite at the Alexander or choose a club suite at the JW Marriott for less money and a far less aggravated experience… Upon arrival, we were checked in like VIPs but when we checked the suite, we found the bathtub had been removed and the space covered with a rug, plant and water faucet (photos attached to show the rug covering an area where the tub used to be). The manager on duty, Leticia, apologized but unfortunately, there’s no other bathtub suite available. We thought there’s nothing we could do except to take the best out of these 2 night stay. We checked out on Dec 24th, and were told that we’ll be emailed the final bill since the manager Leticia wasn’t on duty at that moment. We found out 2 days later that we’re overcharged (for breakfasts and a $25 credit which should be included for booking direct with LHW). Since we couldn’t get a hold of anyone by phone, we went back to the Alexander on the 27th to hopefully resolve the billing issue in person. Two female staff acknowledged they overcharged us but told us that only Leticia has the code to make billing changes. They told us they’ll follow up. We didn’t hear for another 2 weeks so we called. We were told they’ve just returned from holiday so would revise the billing and issue a refund as soon as they get to it. It has now been 2 months, and the promised refund has yet to be issued. While the dollar amount itself is not significant (~$162 USD), the experience was extremely frustrating and detracted from what was meant to be a celebration. Especially concerning is a complete lack of follow-through or any communication…while everyone seemed friendly and trustworthy when we interacted with them. We felt berated. Interesting facts - we noticed that the hotel has since removed photos of the free-standing bathtub from the Ambassador Suite listing on its official website, despite the feature being prominently shown at the time of booking and in prior guest reviews on platforms such as Google and TripAdvisor