Kimpton Alton Fisherman's Wharf by IHG

While the room itself was clean and comfortable, the front desk service during my stay was incredibly poor. Over the course of two different days, the hotel misplaced my parcel twice. When I approached the front desk to ask about the process for locating a missing package, the staff member on duty (Hispanic male working Sunday evening 6/7 around 9:00 PM) was unprofessional and dismissive. He told me there was "no process," for lost parcels suggested I come back in the morning or ask housekeeping, and when pressed further, simply told me to "ask Amazon" if it couldn't be found. For a 4-star hotel, losing a guest's parcel and responding with such a dismissive attitude is completely unacceptable. Fortunately, we asked again later and received a much better response. A front desk lady and her manager (who had silver hair) were very helpful and successfully located our parcel. I appreciate the clean room and the manager who eventually resolved the issue, but management needs to address the lack of professionalism and basic customer service training with their evening staff.

Excellent service! Clean and great location

The staff was very nice and professional including the valet staff.

Mary at the front desk was so helpful in arranging our stay for one more night. The cappuccino was best ever and loved the food was great. All staff were fantastic and location is perfect.