Kimpton EPIC Hotel

Kudos to all the staff, from the front desk to the pool/bar/Area 31 waiters, to the bell/door staff, especially the valet serviceman, Mr. JEAN BAPTISTE, for making us always feel welcome everyday. His warm greetings during our 6-day stay elevated our mood coming back to the hotel after a long day of work.

I sent an email directly to the hotel and one to the company over a week ago, and still have not heard back from them. Myself, husband and 3 kids stayed here on April 19 for one night. We went on a cruise the following day. When my husband booked this hotel, he found it through his Chase Sapphire credit card, and the hotel offered many amenities and bonuses that we thought would enhance our stay. We received the $100 credit for the hotel as well as the 2 free adult breakfasts. Another offer was a room upgrade of available, as well as early check in. I know this is not a guarantee, but we were hoping for an early check in since we were traveling with 3 children. Upon checking in we were told there were no upgrades, and early check in was not available. While waiting, we did use the pool, but the wind was so strong that the kids became fussy, as well as the adults. There was nowhere for us to escape, except the lobby, so we hung out there for a while. While sitting there I had spoken with another couple who said they had been waiting since 10am to receive their room. Around 3:45 my husband went to check on the room status and we were told to come back in 15 minutes. When he went back, the line was almost out the door because everyone else was waiting for a room, still our room was not ready. Finally around 4:30 we got our room, were not given an upgrade, but the women behind us did receive one. I’m not sure where things went wrong with the room assignments, because I find it hard that everyone had to wait until the 4 pm check in time to receive a room. At the end of the night before the kids got into bed, I had noticed their feet were extremely dirty. They had taken a shower prior to bed, and I had to use a wipe to clean their feet. It makes me feel as though the room was not cleaned properly. I was disappointed in the quality and care that we had received at this hotel, especially for the amount of money they charge. We will not return to this hotel, but do hope they improve their customer service.

My valet guy Adolfo was the best. He really took care of me and made sure everything was nice and easy. I thought parking would be a problem but it absolutely was not. The rooms are great and spacious. I am definitely coming back. Overall service was great.

I feel satisfied with Mr. Ivan's treatment and service. Cheerful, jovial but also attentive and professional. Human quality service and profession. Among other services the experience was lovely. I felt very comfortable and at home !!!

Adolfo, from the valet team, went above and beyond to assist me when I had a pressing situation and the valet area was total chaos. I am very grateful for the excellent customer service I received. There wasn’t a single spot to park my car, but he made one magically appear.