2/10 Terrible
Esteban
Traveled with family
Nov 12, 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, room comfort
Do not recommend
I wish I could say good things about this hotel, but our experience was disappointing from start to finish.
Check-in was supposed to be at 3 PM. We arrived at 4 PM, but our room wasn’t ready until nearly 5:30 PM. With a wedding to attend, I requested a refund so we could stay with a friend and make it on time. Instead, the receptionist mentioned she'd try to get us a room. After a while she came back with what felt like an attempt to guilt us into declining the room and just "waiting like everyone else." My response to this move was something like "It's either that or a refund", which made her finally ungraciously give in and accept our request for the next room.
A bit after that we got our room, but the delays were frustrating. My family had similar late check-in issues earlier this year, and a staff member admitted that some guests hadn’t received their rooms until 9 PM the night before.
That night, our sleep was interrupted by a flashing alarm light and then fully woken at 8:30 AM when the alarm system went off. No apologies or compensation were offered during checkout.
To top it off, valet delays meant we waited over an hour for our car, although the valet staff were at least communicative and professional.
While individual staff members were doing their best, it’s obvious management issues are at play, creating a disorganized and unsatisfactory guest experience. I hope this review encourages improvements, as this was far from the standard of service we expected.
Esteban
Stayed 1 night in Nov 2024