Silver Cloud Hotel - Tacoma Waterfront — Hotel in Tacoma

When I made the booking, in the notes section I requested 1 of 3 specific rooms on the third floor as I prefer the rooms away from the street and train. I stay at this hotel at least twice a year and I've never had an issue getting a room or floor I've requested until this recent visit. In addition, I usually call ahead to see if I can check-in early, which has also never been a problem. I spoke to an individual named Anthony who told me the room I requested was "not quite ready but shouldn't be long". I arrived at the hotel about 30 minutes after the call, the room was still not ready and again Anthony said, "it shouldn't be too much longer, you're welcome to wait in the lobby or we can hold your luggage if you'd like to walk the boardwalk". I decided to wait. By this time, it's about 1:40pm (give or take). 2:30 pm rolls around and I'm still waiting for the room. So I go up to the counter and there's a different person at the front desk who had to ask Anthony. Ten minutes later Anthony comes back to the front desk to let me know my requested room is not ready but there's a room on the second floor available, though not as far from the street as the three rooms I originally requested. When I asked how much longer it would be for the third floor room, Anthony stated, "we don't guarantee check in until after 3pm", to which I responded "you said, twice that it shouldn't be much longer, you never said I needed to wait until after 3pm, especially when I called". His only response to that was, "that's my mistake". By this point it's almost 3pm and he had no idea when the room would be ready. I was also told that they were short-staffed and housekeeping was doing their best. Which I understand and would have been much more receptive to had he been upfront about it from the start. I was so exhausted by this point that I took the room on the 2nd floor, which I regretted within the first hour I was in the room.

But what was extremely upsetting and off-putting was the next day. There was a sign on the front desk informing guests that the outside of the building was going through painting and to please pardon the mess. NOWHERE on the sign was a warning that workers would be on these huge platforms immediately outside of the large windows, to be mindful when dressing or coming out of the shower, etc...The windows are NOT tinted so the workers could see right inside the room. When I checked in, none of these platforms were anywhere to be seen. The next day, I was working at the desk which sits next to the window and suddenly a giant shadow comes over the room and desk. I turn to see two people on a scaffolding right outside my window. I closed the curtains for a couple of hours, took a peek before opening them again. They were completely gone, none of the scaffoldings in sight. Then an hour later, back they were. It was horrible. It was a beautiful sunny day. All the rooms in the hotel have a water view and here I had to have the curtains closed. I went downstairs to say something at the front desk and express concern that as a guest I was not made aware of that there would be workers outside the window. There was another guest at the front desk, also complaining. An elderly woman who had come out of the shower without clothing on to be met with men at the window. The woman expressed feeling violated and upset that guests were not notified that between certain hours people could be out of our windows. The two front desk workers didn't seem to be concerned with what each of us was sharing. In fact, in response to the woman asking, "how would you feel if you came out without clothes to find someone watching?", one worker shared that his girlfriend comes out naked and he didn't mind. There were no apologies, no calls to the general manager, nothing. I was surprised by this because the woman was so upset she was on the verge of tears. None of this is representative of previous visits, but it could not go...

ooof-- this place is utterly dreadful. Arrived here at 9 pm after having gone to another hotel they own with the same name "Silver cloud" I wonder how many times that happens every day? Drove in, parked and walked into the desolate corporate lobby. 1 soul in sight...behind the counter on the phone. no acknowledgement... 5 minutes pass and another fellow appears from somewhere in the back... without making eye contact says to me "what can i do for you?" Gee fella theres probably only one option here as i stand before you on this side on the counter and you on the other at 9 pm at night... could i be checking in? i tell him "im checking in" He then starts clacking away on his keyboard FOR-ever (I have not even given him my name so I have no idea what he can be typing for so long-- a short story?) Dude you need to learn how to conceal your contempt a little better... Finally the first guy gets off the phone and sets about checking us in. 220$ plus $16 to park in their lot, plus the taxes and the fees, plus $100 "incidentals fee" BTW-- There is no restaurant, no bar, no cafe, no little corner of the corporate lobby selling poptarts....there in nothing to buy whatsoever. I say"oh is there a mini bar" he says yes. Oh okay. Gives us our keys and says were on the top floor in the front of the hotel which is shaped like a very long rectangle. The elevator is about 1/4 mile down the end of the brown hallway (one of these corporate hotels where everything is sponge-cleanabe and brown or mocha) " you can walk all the way down to the elevator on this floor and then walk all the way back on floor 3 to your room or you can just take your bags up the stairs which are in the front of the hotel". we opt for the latter. We carry our suitcases up the stairs and hear them laughing the entire trip up to the third floor. We enter the room. theres no mini bar. there is not one single 'incidental' I walk back down the stairs to try to find a market or something in the neighborhood to get a bottle of water and I see the guy in the back "excuse me... Im just wondering what are the incidentals? there is no mini bar in our room? Is that a damage deposit or something?" he proceeds to tell me that they sell mouthwash-- and he opens the drawer behind the counter. Im thinking --- well if i feel the need to buy mouthwash (and isnt that something that normally comes with the room?) arent you in between me and your drawer full of mouthwash and wouldnt i buy it from you at that time? but i say "okay mouthwash...is that really all?" and he tells me that there is also "music you can buy from the TV in the room" LOL really? music and mouthwash are the incidentals they need to hold $100 on your credit card for. This place is a brown plastic corporate dump with contemptuous front desk staff. its on the water---a beautiful setting. But this actual hotel is 100% dreadful. If you are seeking the tiniest bit of hospitality and the most modest bare bones amenities, for $300 a night it is for suckers. My first and last night here. Terrible. I trusted these google reviews in a rush to...

At this point I’d have to receive a full refund to feel like this location is worth a better rating / re rating.

After lots of planning and research we picked this location and our room a month or more in advance.

We could have stayed at a discounted and much more convenient location, the Marriott. As our our annual industry convention was located there.

Instead we thought this would be a great ‘ mini vacation’. No kids , a little break from life for a couple of evenings.

If you are not bothered by high prices , poor housecleaning management and one heck of a snotty front desk clerk ( Thank you Jack for letting everyone know you don’t get paid enough to deal with these issues- but you do get paid enough to talk back, put down and completely disregard that this experience actually cost us great expense to enjoy. ) then by all means,

Reserve their 336 corner suit with a nice two person jacuzzi. It is suppose to be the nicest room with the best amenities in the complex.

The wall mounted tv adjusts nicely ( if you need subtitles it does not provide this function and does require to be .. l o u d ). The view is enjoyable, the curtains are entertaining to say the least- be fully dressed when operating the remote. If you are hoping for a full-size mirror - you’ll have to bring your own or walk down to the elevator. Space of the room is nice for a couple. King size bed, HARD Mattress.

Otherwise our experience in a nutshell- we reserved one of the best suits, at an allegedly nice location, at an exorbitant amount of money.

To find out that if you want your room to be serviced before 430pm/530pm ( we left shortly after 8am ) you , the customer , have to request ‘ priority’ cleaning service.

The front desk guy, Jack. Made it clear the front desk has nothing to do with housekeeping , that it was our fault for not making our selves known for priority services and that he doesn’t get paid enough to deal with this.

As for trying to intimidate us by slamming the office door and walking on our heels as we left the building, I truly hope you thought twice before entering our room because no PAYING CUSTOMER should walk away feeling like their belongings are at risk of being violated by a snotty kid.

Thank you Amanda for helping us connect with the managers business card, information, thank you using the right language to address us and for taking a minute to really understand why this issue was unacceptable.

I could be wrong but 1400.0+ for two nights we really had thought by the time our event let out for a break 330-530 we would have time to change for dinning and awards.

It’s now 530pm , we did not get to relax or change as they decided that was going to be the only opportunity for a room reset. So, cheers to our annual ‘ get away...