2/10 Terrible
Robert
Travelled with family
6 Jan 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Incompetent Front Desk
We booked 2 suites as there were 9 of us traveling together. All booked at the same time by me. Same itinerary. After flight delays, we arrived late. It was after midnight. While checking in, I asked if our 2nd room was booked in my name or my husbands. We were told no, that we had 1 room. That it was a 2 room suite but all 1 suite and we only had the 1 suite. We asked if there was another room available and were told no.
We went to our room and after some exhausted, confused discussion, we managed to squeeze all 9 of us into beds but it was uncomfortable. There was more of us than the space allowed.
Then in the middle of the night, the front desk called us asking if we were going to check in. I was asleep and very confused but told them that we had already checked in and were in Room # (xxxx). So I HAD booked 2 rooms!
The next day, we contacted the desk to discuss the situation further and were told that they would not refund us the money that I paid for the 2nd room because I booked it through Hotels.com. I contacted Hotels.com, who were extremely helpful. They contacted the hotel desk and spoke to a manager on my behalf but the hotel refused to help or refund my money for the 1 additional suite that we never checked in to!
We stayed here 1 night and I will never stay here again
Robert
Stayed 1 night in Nov 2024