upon arrival to the hotel room, the room smelled heavily of cigarettes and the room was very cold. The hotel staff was very nice and was willing to help us change our rooms the next day. It was a bit unbearable so we dealt with it until the next day. However, the next night when we asked to change rooms, the hotel manager was very extremely rude and unpleasant. How she even made it to be a manager in a area of customer service is beyond me and I think she should be fired immediately. She not only did not want to change our rooms, she threatened to refund our hotel room (where would we live that night)? After a lot of arguing we finally got a new room. I will never ever book any hotel rooms from this place or any other hotels they have. This was the most unpleasant experience I have ever had at a hotel.