During our recent stay, we had an extremely disappointing experience at check-in. While I was parking the car, my spouse and granddaughter attempted to check in, but were denied by the front desk staff. Despite our reservation clearly indicating two adults and one child, the staff member refused to proceed, claiming that my spouse's and granddaughter's names were not listed. Even after my spouse offered to verify our shared address using his driver’s license, the staff member remained uncooperative.
Although the manager later apologized for the inconvenience, the initial treatment by the front desk staff left a very negative impression and significantly impacted our experience. The situation could have been handled with much more professionalism and understanding.