The Louie, A Davenport Hotel, Autograph Collection — Hotel in Spokane

I travelled to Spokane with a friend for an event. We booked two rooms. With the exception of a room service meal, the experience ranged from disappointing to down right aggravating.

We were not informed there would be no room service. When I called to restock coffee, no one answered. On checking out, the desk clerk said we were informed of the lack of housekeeping by the sheet of paper we were given at check in. We were NOT given a sheet of paper at check in. We were not given any particulars about how to use the continental breakfast coupon. We assumed it was for a continental breakfast inside the Lusso. We came to the lobby on Sat morning for breakfast and were told the breakfast was across the street at the Davenport. At the Davenport restaurant, I showed the coupon to the person who seated us. We were given a menus and nothing was said about the coupon or the value of the coupon. Imagine our surprise when we were given a bill at the end of the meal. We were then told the coupon was only worth $10.69. The parking situation was a nightmare. After unloading our bags, we were given a ticket to get in and out of the garage. We went to park and the garage was full. This occurred multiple times during our stay. We mentioned this to the desk clerk and we’re told to bring the receipts when we checked out and we would be reimbursed. On checking out the clerk said there was no way we were told off site parking would be reimbursed. She indicated we should have parked on the street.

I requested a late check out Sun morning (1 pm instead of 11 am). I was rather rudely told no because the hotel was fully booked for Monday. However, the Bonvoy app showed availability for Monday night.

At checkout Sunday, the desk clerk was impossible to work with. I explained the issues above and she repeatedly interrupted me, loudly and a bit “in my face”. She repeatedly claimed the Lusso was NOT a Marriott property and they were only affiliated with Marriott and therefore did not have to follow Marriott policies. As she refused to reimburse us for the parking, I requested points be credited to my account. She refused. I asked for the manager. She said the manager was across the road at the Davenport. She said she would go and present our issues. She was gone for 40 minutes. She returned to say the manager did not believe we were not told of the no housekeeping, value of the breakfast coupon or the no parking...

It was quite a convoluted process to get questions answered when we were considering staying at the Lusso. I called the hotel On December 26th and was connected to Reservations. Apparently the man at Reservations did not know much about the Lusso...when I inquired about details regarding the different rooms in each price range as we were celebrating our anniversary and were considering a suite. He stated that the rooms were all the same, some were just bigger. This did nothing to persuade me to book a premium room, which was my original intention. I also asked about available packages, and he did not seem to know anything about them either. His responses to my questions led me to believe he was apathetic and bored. A very poor first impression. I proceeded to call the front desk at the Lusso, and was connected to a very helpful woman...she answered all my questions and was very polite. I asked about the Sunday Champagne Brunch, and she connected me with the Davenport to book our reservation. Again, I was very disappointed with the lack of knowledge the concierge-in-training had about the brunch. He could not answer any of my questions. I could hear his conversation with his supervisor, and he would relay every question I asked and repeat the response. At one point he became frustrated when I asked him why my home phone number was being requested when I was going to be a guest at the hotel during the reservation...he was quite snarky. It was not my intention to be rude in asking questions, and patience should be a requirement of a concierge position. This is your front line person, and in my opinion, he should not have been fielding calls if he was not patient, prepared or knowledgeable about your property and amenities. The Champagne Brunch is one of the reasons we were considering the Davenport Collection, and he was not even sure where it was taking place. When I called Reservations again on the 27th to follow through with booking our room, the female was much more friendly, although it was apparent she did not know the Davenport properties very well either. Once we arrived to the Lusso, the staff and amenities at the Hotel were excellent. I hope you improve the Reservation process, or I guarantee you will lose guests who are not familiar with the Davenport collection. Also, we booked the Ale package, and there was a problem at the Ale House with their system the second night and the server kept telling me I wasn't a guest...

Our stay was great for the most part. I chose to stay at the Davenport Lusso because i wanted to surprise my boyfriend for his birthday. I requested just a simple hand written happy birthday note to be left in our room and the front desk staff typed out a beautiful happy birthday card and left a box of peanut brittle. The only reason why i give a 7/10 for our overall stay is because our toilet had been left clogged before we even checked in. We got to our room after checking in and first thing we did was walk around the room and admire how beautiful and nice it was. When we walked in the bathroom we both noticed the water level in the toilet seemed low but didn’t think anything of it because some toilets have lower water levels in them and both thought “it’s a hotel, why would a toilet be clogged before we even used it, house keeping wouldn’t leave a toilet clogged especially in THIS nice of a hotel”. So we settled in and kind of unpacked our things. About 20 minutes later, my boyfriend went to use the bathroom “number 1” only, flushed the toilet, and it immediately overflowed and flooded about half of our bathroom. I called the front desk and they sent up someone to unclog it, then the man that unclogged left and sent someone else to clean up the bathroom. When i called the front desk to tell them that it overflowed i explained that it was clogged before we got there and he didn’t even use toilet paper so there was no way we could have clogged it. We didn’t get a “sorry about that” or any kind of apology or explanation as to why it would be left clogged before we even checked in. It was frustrating and kind of stressful because neither me or my boyfriend have ever clogged a hotel toilet let alone check into a hotel with an already clogged toilet. So, other than the toilet situation and lack of explanation, it was...