My wife and I booked this hotel for the New Year’s ball drop experience. After more than 16 hours of travel, our flight was delayed and we didn’t arrive at the hotel until 4:00 AM, even though our check-in time was 5:00 PM the previous day.
When we finally arrived, the overnight staff—a man and a woman—were immediately rude and unprofessional. They did not introduce themselves and instead abruptly asked, “Do you have a reservation or did you email us yet?” I explained that the reservation was made through Expedia, but their attitude remained dismissive and disrespectful.
We weren’t even given room keys. A security guard escorted us to the room, which was very small, smelled bad, and was completely unacceptable. We immediately complained and asked to speak with management. We were forced to handle everything over the phone in the middle of the night and ultimately had to leave the hotel immediately.
We contacted Expedia right away and will never book this hotel again. The level of service was unacceptable, and the condition of the room was concerning. The staff on duty that night should not be representing this hotel.
Do not book this hotel. This experience ruined what was supposed to be a special trip.