Hotel Murano — Hotel in Tacoma

We had agreat time! Clean room for the most part, stunning lively atmosphere, wonderful staff! They jump at all requests. Had a couple Minor issues that gave the 4 stars. I was originally given a room on floor 22 with a stunning view of the mountain. Once up there, I decided I couldn't do the height. Called to front desk, they got me a new room right away. I told them I wanted a room with the same view but floor 12 and under. I ended up with a room looking at buildings and although it was the same floor plan, it was lesser of a room. There were minor issues and when I shared them I felt a little dismissed. We got locked out of our room the second day, went to get new keys and what appeared to be a "higher up" helped us. He was nice but seemed scattered and maybe under a little pressure as it seems his boss was standing next to him. She was really nice and had that hospitable sense about her. The maid that cleaned my room on the 11th floor on Saturday March 2nd did a far superior job then the other days. I had room service delivered the first morning on 3.1.19 It was quick and the gentleman that brought it was wonderful. Sandwich was good but the potatoes were dry and overcooked, almost like they were cooked the day prior and reheated. Sat in the bar two days in a row. First day I waited for someone to emerge from the kitchen for a few minutes. The bartender was nice and efficient. She was training a new hire. The second night the new hire did a little more on her own. She seemed to take initiative to help us without the trainee and she did great! Trainee was with her the whole time guiding and seemed to be training very well and knowledgable. At one point another server came up talking about something work related that customers didn't need to hear (nothing bad) and the trainee, bartender cut her off. I thought that was very professional. There was an employee from the Salon that was getting some food that I interacted with a bit, she was amazing and kind. 2.28.19 the day we checked in, there was one concierge that stood out. He was the youngest, a small build. He seemed to be the only one doing anything while the other two leaned on the podium chatting to eachother. He was very helpful and friendly. All the other concierge during the rest of our stay were also polite and helpful. We spent a good portion of Friday night going floor to floor looking at the amazing glass art. That was a fun experience. The elevators seemed to get dirty fast and the touch screen on the left in the middle elevator doesn't work, but that is understanding with all the traffic and hubbub. The printer in the business center didn't work which was a bummer as I needed it for a couple work items. The business center is tucked away in a perfect corner that is pretty quiet for the most part. Parking and transportation or luggage kind of sucks but there isn't much that can be done about that. Our overall stay was great. Beds and pillows are perfect! My husband is working in town for a month or so and I wanted to visit him. This was a great place for us to have some extra special time since he has been gone from home. Hoping to stay at the end of March with him and we will probably be staying here....

My husband and I and my parents stayed at Hotel Murano (two separate rooms) for a few days while our house is being repaired for water damage. It was a spectacular hotel, with views, luxury beds/sheets, and good restaurants. Both my parents and my husband were very happy with their stay. I was not as much. The hotel staff was not responsive and the amenities were not at all as advertised. The reason I noticed these things and the rest of the family did not is that I made the purchasing decision. I noted the amenities the Murano offered on their website prior to making reservations and my awareness of those amenities went into making the decision to reserve our rooms. Our two dogs also needed to stay in the room booked for my husband and I. I called customer service to make sure there would be no issues booking a room with dogs since I was actually booking through Expedia instead of the hotel directly. The customer service line routed to Provenance Hotels (the owner of the Murano) and I was told as long as I booked a Deluxe room, it would be fine. I also told the person it was possible we would need to stay for an extended amount of time (the water remediation and subsequent reconstruction of our place could take months) and, if we booked longer, I was concerned about their policy of placing a hold of $75/night for incidentals. Booking a month long stay might result in a hold of over 2k+ which is not reasonable to hold hostage on someone’s card. The customer service person said that according their policy, that is what would happen, but considering we might decide to book a room with them for an extended stay, she would email the manager about it. I never heard back from the manager or the customer service person. As far as the promised amenities, only my parents had anything close to resembling an honor bar (they were on the top three floors which provides free snacks and other amenities not available to those on the lower floors – the lower floors have to pay for snacks) despite having booked both rooms via the same account on Expedia (I am thinking maybe the knowledge that we have dogs is what got us the lesser room?). Pet beds, pet snacks, pet toys, etc. never materialized despite inquiries at both the front desk and via Paige (their virtual concierge). And no bottled water at checkout. I understand that policies have changed for hotels during the pandemic, but what is advertised for the venue should be updated to reflect that. I would not have had a problem with a lesser room and lesser amenities had our expectations been realistically set for that at the beginning. Also, once we got to the hotel, we discovered we would be charged an $18.00 per day additional parking fee for each vehicle and restaurants are the only option for food – no continental breakfast and the rooms only sport a 1x1 fridge. I had no expectations surrounding these last two issues when we arrived, but these these last two issues were just an unpleasant surprise. Because the rest of my family was generally happy, I am rating them a 3, which is...

I wish I could give both 1 and 5 stars. The hotel was lovely. And so much stuff didn't work.

The elevators couldn't detect our room key consistently. Every time we got into the elevator, we were with one guest or another who couldn't get to their floor. On both "working" elevators. The thermostat and furnace were on rolling blackouts?!? So that they could have power at all? I've now seen multiple complaints about this -- and still no fix?

We set the thermostat to 68 for a slightly cooler sleeping temp. Awakenened in the night because the rolling blackout returned it to a 72 setpoint. No one told us this when making reservations -- poor service. We should have had the option. No one told us this when we checked in. When I called to ask why I couldn't properly set the thermostat, the front desk laghingly mentioned these rolling blackouts.

I deliberately booked a 23rd floor "patron king." So I could access the patron lounge because I wake up before my wife and wanted a place to be. When my key card didn't give me access to the 25th floor where the lounge is, the receptionist told me it's for floors 24 and 25 only. She was unchangeable when I pointed out that their website promises floor 23 is also included. Unchanged when I said, "I reserved a patron room." She told me, " you can talk to a manager," though none was on site for 3.5 hours more.

So I just had to sit in my room in the dark or in the lobby.

We booked travel for two. Thanks for one robe for us to... Share?

I read some of the recent one and two star reviews and thought they must be from malcontents. Turns out, they were right.

The Murano has written to others with complaints to thank them for their feedback. "We care," say the responses.

Actual care would be reflected in remedying the problems. Training people well in customer service. Notifying people before they invest their money and their time of significant problems with the hotel that might affect their experience.

There is little evidence of care beyond revenue. And that's too bad. It's an exceptional property and the most excellent in Tacoma. It's surely not well run.

Will y'all actually address these deficits or continue to give lip service to care while permitting patrons to be...