Business ProfileforWarwick Hotels and Resorts

We recently traveled to the Warwick ****** which was designated as a 4 star luxury hotel.I was there with my sister and we were in room **** and 901 and both would not be rated as a 2 star. The first room **** was filthy and the door lock jammed so the room was not able to be secured. We also did not receive a full set of towels. There was no ***ding in either room for the sofa sleeper and both rooms also had one remote for two tvs. We were in separate sleeping areas so my sister did not use her tv.We were moved to room 901 and the mini bar was not stocked, which is fine as long as we are not billed. I spoke with ****** twice to ensure this. The one remote received for two tvs was dirty and duct taped together. This room also did not have a full set of towels and we were told this luxury hotel is out of towels especially hand towels. The phone also does not work as when there was a domestic situation next door I had to use my cell phone to call ****** at the front desk. He's wonderful and the best part of this stay.In 901 the room with the king *** had blood on the ***ding and when the heater kicks on/off constantly it sounds like someone is slamming doors. There were no hangers in the closet, the table is chipped and this carpet is stained just not as bad.I'm sure there is more but this is ridiculous. The staff here are fantastic, I just do not believe they have the support they need.We have worked with ******, ******, *****, and **** from maintenance while we've been here. They have been as responsive as the call be with the limits put in place. We cannot believe we would end up in a 4 star luxury hotel in the *** that cannot supply us with hand towels and clean rooms.We shared experience with every tour we went on in ****** and told people they should not EVER stay at Warwick resorts. Everyone also plans on sending towels to the hotel so other guests will have towels. Unfortunately the hotel condition put a damper on our trip - no stars

**************,Thank you for taking the time to provide feedback on your stay at the Warwick ****** *and for your follow-up call*.with the management team. Your comments will assist us in improving our facilities and service. We apologize that your stay was anything other than exceptional. We strive to provide first-class service, and regret that we fell short of expectations.Please know that we will be addressing your concerns and we are working to hiring and training great personnel to assist with tackling the many improvements needed. Although our team feels that we have made good progress in a short amount of time, it is apparent that there is still work to be done in these areas. At this time the hotel has refunded both credit card payments in the amount of 50%, and would like to offer two free-night stay certificates should you choose to return after some time and judge if weve been successful in improving the hotel. Additionally, the hotel has reversed mini-bar charges that were posted.We hope that you will return to try us again. Dont hesitate to reach out to the hotel management team directly for any assistance, and the hotel apologizes again for any inconveniences you may have experienced.