The Excelsior House Hotel

I’m writing to express my frustration with an incident that occurred this past weekend. Our group has stayed at this hotel every Mardi Gras for over twenty years, and one of our rooms has always had direct access to the street. For decades, we’ve used that door to step outside and watch the parade — with no issues, no warnings, and full understanding from previous management. This year, however, the new GM, Kimberly, informed us that the door was an emergency exit and could not be used. Even though we explained that it had always been allowed in the past, she reluctantly said “OK.” Despite that, during the parade she confronted and chastised the guest staying in that room in a completely unprofessional manner. We immediately pulled her aside, apologized again, and genuinely believed the m

we stayed in the Hayes room. the mattress was terrible, sagged in the middle to such an extent it felt as if I had to cling to the edge to keep from rolling into the middle! the pillows felt as if they were pieces of foam rubber, the door jams had dirty finger prints, the entire room needed dusting, one of the bedside lamps "teetered" every time it was turned on or off. our room rate was over $200/night so I thought we could expect excellent service but room service was non-existent during our 3 days, we had to take our trash to reception to be emptied and carry fresh towels up to our room. the furniture and courtyard are lovely so we were doubly disappointed that the room itself didn't live up to the website description.

There was no instructions for using the heat/AC we woke up hot and adjusted it then we were freezing. Other than that everything was fine and we did feel a presence. It was more of a calming type peaceful feeling. At one time I felt like someone smoothed out my sheets as if to tuck me in.

What a disturbing change in management… A group of us have been loyal to The Excelsior House for many years, some as many as 20 years. We have always experienced great service, friendliness and professionalism. It’s one of the main reasons we keep booking the next year when we check out and why we tell others to keep watching for openings. This year, our experience with the new GM, Kimberly, was extremely unprofessional and punitive. One couple in our group has a door in their room that accesses the front porch. We’ve enjoyed this access for many years but we were strongly chastised this year by Kimberly stating that it’s an Emergency Exit Only. 1) The signage is inappropriately small and in cursive font on the Exit door to the porch; 2) The private room door that leads to the Exit door

This is a historic hotel. Less expensive rooms on 2nd floor with no elevator. All rooms decorated and furnished in period style that I liked. Floors somewhat uneven due to age of building. Bathrooms are modern, individual (and effective) air conditioning. Very comfortable King sized bed. Wonderful common areas in hotel, and a great outdoor courtyard. Helpful staff. Great location - walking distance to most everything in Jefferson. I will visit again on a future trip.