We chose the Kimpton Aertson Hotel based on positive reviews and location while our daughter attended a nearby academic program. The hotel is nicely decorated and feels refreshed, and the staff was friendly. However, we were disappointed by the lack of follow-through on basic service.
The in-room card stated linens are changed every three days unless placed on the floor. During our 8-night stay, our bedding was never changed—even after we called the front desk to request it. Housekeeping also skipped our room four times. Each time we called for fresh towels, we were told they’d be sent up shortly, but we had to call again after waiting over an hour with nothing delivered.
When we mentioned both towels and the unchanged bedding on our second call, we were asked if the “Do Not Disturb” sign was up, which it wasn’t. We were consistently out of the room from 9 a.m. to 4–5 p.m. Despite this, we were told housekeeping marked our room as cleaned—when it clearly wasn’t. The bedding itself had holes and stains, and a personal microfiber cloth I brought was mistakenly taken with the linens.
For the nightly rate, we expected basic housekeeping needs—like clean towels and linens—to be met without repeated requests. This experience made us question overall service oversight and attention to detail.