The afternoon staff was wonderful and does not reflect the overall rating. Unfortunately, the check-in experience set the tone for everything that followed.
We had purchased a King two-room suite, but when we arrived at 4:00 PM, the room was not ready. The front desk staff told us they would “hold the first-floor room for us” and said we could stop back anytime, as it was still being cleaned. Based on that reassurance, we left the hotel, grabbed a bite to eat, and returned a couple of hours later.
When we came back, there was a new desk attendant on duty. I explained that we had a room being held under my name, only to be told that the first floor was already fully booked for that room type — not something you want to hear after being told your room was being held.
We were then sent up to the second floor, where we opened the door to find a standard King room, not the suite we had purchased and paid for. This is what ultimately brings the review down to two stars.
We called the front desk, and to their credit, the staff member did come back upstairs and offered to relocate us into the correct room. However, by that point, after multiple issues and confusion, we had simply had enough. We gave up and decided to go back home.
Because of this, I honestly can’t speak to the hotel itself or the stay — we never even got the opportunity to experience it. Overall, this was a very disappointing experience, especially considering the initial positive interaction with the afternoon.