I've been staying at Hotel Francis on and off since 1999. For many years, I've recommended it to others because of its history, charm, and outstanding location.
Unfortunately, I no longer feel I can do that.
The rooms were clean, and the showers were excellent. Those things matter. But I don't believe they outweigh the rest of my experience.
Our check-in was long and unnecessarily laborious. Worse, the desk agent seemed indifferent to how long the process was taking. When we were finally checked in, we weren't permitted to walk up the single flight of stairs to our rooms. Instead, we had to wait for the bellman to escort us.
That included a lengthy explanation of the history of the hotel and its elevator, when all we wanted to do was get to our rooms, take a shower, and relax. To make matters worse, the elevator stopped working while we were waiting. I asked permission at the front desk to simply walk to our rooms and the staff simply looked away and ignored me.
Again, the rooms themselves were generally very nice, and my group liked them. But first impressions matter, and ours was not a good one. Take a look at the furniture in the lobby. It isn't just dated—it is stained and visibly worn from decades of use. Even the TV is wrapped in plastic.
If Hotel Francis hopes to live up to the reputation that kept many of us coming back for decades, it needs to invest not only in its lobby and reception area but also in the friendliness and professionalism of it's staff.