Kimpton Palladian

We’ve stayed at the Kimpton pre COVID and had a wonderful time. We were excited to learn they did weddings and offered exactly what we’re looking for. It seemed like it would be a perfect fit so we booked a weekend to check out the venue, see the suites and try the food. I contacted the venue to let them know we were coming into town and set up a time for a tour. Unfortunately, the customer service was extremely poor. The staff barely greet you and minimally interact. We were downgraded to a basic room due to plumbing issues so we’re unable to see the wedding accommodations and possible staging area which was one of the main reason we were there. We understand unforeseen events occur but instead of trying to make our experience more positive they just told us they would refund the room difference and offered no apology or accommodation to improve the experience. The computer crashed and they struggled to even load our billing information. Again no basic customer service interaction. They told us breakfast was at 8 but when we arrived there was no staff present at the front desk and no breakfast. The bar was open but no one was there. Several other people were wandering around trying to figure where breakfast was. We gave up and went to a different restaurant. Still no staff present when we got back. We decided to cancel our tour and called down to get our car but were informed the valet was on break. They didn’t offer to call us when our car was ready. The hotel is lovely and food/drinks were great but the customer service was lacking. How can they manage a wedding weekend if they can’t handle a simple overnight? I think this venue has such potential so hopefully they’ll take the feedback and make some improvements to their customer interactions. I’d advise staying a night before booking this venue.