When traveling, I usually stay at Hilton or Marriott properties. I chose this hotel because a group…read moreof us were in town for a funeral. I booked using our group link, but when I updated my guest count from 2 to 3, the system changed my reservation and removed my special rate, which included discounted parking and a $24 daily breakfast coupon.
The front desk employee at check-in was polite, gave us water and cookies, and noted the issue, but he couldn't restore the coupon since the block was handled by another department. Management never followed up.
The property itself is outdated and shows heavy wear. My room had a musty odor, stained carpet, a peeling chair, and two large ants that I had to kill. The bed was comfortable and the fridge worked well, but the shower tub wouldn't drain, leaving standing water on my feet. Staff offered to move us, but I declined since it was only 2 nights.
Housekeeping was a strange experience. We didn't need full cleaning, just fresh trash bags to empty our own trash. The housekeeper was friendly, but said she didn't have any trash bags because our room wasn't on the cleaning list. I've never been to a hotel where housekeeping couldn't provide a trash bag.
Getting a 1pm late check-out as a rewards member was also a runaround. I was repeatedly told to check back on the morning of departure. When I messaged at 9:30am on check-out day, I was denied again until I voiced my frustration over the entire stay, at which point the agent finally accommodated the 1pm request.
Despite the procedural headaches, every employee was professional and respectful. Joe, the bartender, was fantastic and very helpful with wine selections. Additionally, after leaving for the airport, I realized I'd left my purse in the room. I called the hotel, and the front desk agent answered immediately, located it right away, and had it waiting safely for me.
The employees did their best, but the owners needs to refresh the property, and management needs to give the staff better authority to resolve basic guest issues.
This hotel would not be my first choice if I were back in the area.