The Glasshouse, Autograph Collection

Our stay here was exceptional. As a Marriott lifetime platinum member who has stayed in a wide variety of hotels across the world, this was the best customer service we have ever experienced. Upon arrival we were warmly greeted by the concierge Isaac who gave us a tour of the hotel and rooftop garden. He also gave us a wonderful overview of the city map, food/coffee recommendations, and personalized tips for some of the activities we had planned. Each day he would catch up with us and ask how things were going and what we had planned for the rest of the day. The breakfast manager Nicole & other staff were very warm and friendly. They struck a perfect balance of being attentive/professional, while also having polite conversation and providing suggestions on the best shops & pubs nearby. The bartender at the Snug was very knowledgeable on the whiskey selection and provided good recommendations on what to try based on our taste. He also called the kitchen to ask them to make us one item that technically was only part of the full afternoon tea spread. The kitchen accommodated this request. Housekeeping also exceeded expectations. One day they arrived while we were in the room, so we walked to the Snug while they serviced the room. Once complete, she came down and found us at the bar to let us know the room was done. Little details like this were present throughout the stay by all of the staff. Upon checking out at 6am to catch a flight, the front desk associate proactively asked how we were getting to the airport. When we said we rented a car and parked in a nearby garage. He physically escorted us outside the hotel and showed us a shortcut through the Omni building to access the parking garage quicker. Overall, all of the staff we meet were engaged and committed to providing guests with excellent customer service. It is clear that this is a well run organization from top to bottom.