My reservation was for a King Room with Balcony, and my check-in time was confirmed for 4:00 PM. However, upon arrival, I was shocked to see a check-in line that extended down the hallway with at least 20–30 guests waiting. After standing in line for over an hour, we were told our reserved room was not ready and were instead placed in a room with two queen beds—not what we paid for.
We finally entered our room close to 7:00 PM, which made us late to a concert that was the main purpose of our trip.
To make matters worse, the front desk staff was rude and unprofessional. The woman assisting us continued to complain loudly about how it wasn’t her fault rooms weren’t ready and emphasized her personal situation, stating she was pregnant and overworked. While we understand difficult work environments, there was absolutely no empathy or customer service shown to the many guests who were simply trying to check in after long travels.
In addition to the check-in issues:
• The pool and jacuzzi were completely drained and inaccessible, despite being advertised as resort-style amenities.
• There was active construction and numerous items out of order, including the water dispenser in the lobby.
• The bar area next to the pool was closed.
• The rooms had no phones, requiring guests to walk to the front desk for every issue or request.
Your website promotes a “stylish stay” with access to resort-style amenities, rooftop dining, and what we experienced was the opposite.