This review is intended for corporate leadership and ownership--not just prospective guests--because what occurred during our stay reflects a serious failure in management conduct and guest relations.
From the moment we arrived, the tone was inappropriate. Instead of a standard welcome, we were immediately met with an assumption--asked if we were part of a baseball team--and then directed to read a list of "rules" without context. As first-time guests, this created an immediate impression of bias and profiling rather than hospitality.
The situation escalated significantly around 8:00 PM. A manager came onto our floor and began loudly and aggressively confronting another guest and his wife because their children ran down the hallway laughing after exiting the elevator. While the children's behavior was minor and typical, the manager's response was excessive and disruptive--her yelling carried multiple rooms down the hall and directly impacted my family's ability to relax.
I approached the front desk calmly and respectfully to request that concerns be handled in a less disruptive and more professional manner. Instead of de-escalating, the manager interrupted repeatedly, raised her voice in the lobby, and adopted a confrontational tone. When I asked her not to interrupt, her behavior escalated further.
She then began addressing me as "honey," which was clearly inappropriate and condescending in a professional setting. When I addressed that concern, it was dismissed.
I requested to speak with the general manager. She refused, stating she would not provide contact information. I clarified that I did not want a phone number and was willing to leave mine for follow-up. At that point, the interaction crossed a line--she threatened to call the police and have my family removed from the property.
To be clear: I approached staff to request a quieter, more professional handling of a situation that they themselves had escalated--and was met with a threat of law enforcement.
She later called the general manager and attempted to hand me the phone in the middle of the lobby. I declined to take a call in a public setting and reiterated my willingness to speak privately the following day.
This is not a minor customer service issue. This is a failure in:
* Professional conduct
* De-escalation practices
* Guest respect and communication
* Basic hospitality standards
I strongly encourage ownership and corporate leadership to review all available camera and audio footage from both the hallway and front desk during this incident. The behavior displayed by management created unnecessary conflict, disrupted multiple guests, and exposed the property to reputational and operational risk.
I expect follow-up from senior leadership regarding how this will be addressed moving forward. read more