We booked the Gem Strathmore hoping for boutique charm and comfort. What we got was a tired hotel trading on location, with service levels that would embarrass a budget hostel.
We paid extra for early check-in and called ahead, but still waited past noon with a jet-lagged toddler and zero apology. Staff were indifferent throughout — no greeting, no help with bags, not even a bit of sympathy to our situation.
The room was sweltering with no AC, just two small desk fans and plugs only on one side of the room. It was basically a sauna with bedding. No fridge, no plug in the bathroom, and no attempt to make up for it - just a stunning absence of basics.
The lift, presumably installed during the Edwardian era and never updated since, took ages to arrive. When it did, it was occupied by a staff member with bags of dirty laundry - he didn't even flinch at the sight of a family waiting with a child and luggage.
Expedia mentioned babysitting services(for an extra fee). They don’t exist. When asked, staff shrugged. No apology, no explanation, no gesture of goodwill. We left without staying the night - and no one cared.
We paid over $500. For that, we expected hospitality. We would have settled for competence. Instead, we got apathy and the privilege of being ignored.
They offered nothing — not even a token refund.
Avoid. There are far better uses for your money — and your patience.
The only thing gem-like about this place is how hard it is, in every way, to enjoy.