The check-in process and the room cleanliness are the sole reasons for this poor score. I arrived at the hotel at about 9:45PM to find five other guests in the lobby and no employees in sight. I found a hand-written note on the check-in desk advising the employee was busy helping other guests and to call a specific phone number to speak to the employee. I called the number but there was no answer.
About ten minutes later, the employee, obviously overworked, apologized profusely and gave me my room keys. She told me the electronic door needed a battery change but she would have it taken care of as soon as possible.
I went and parked my car and carried my bags to the room to find the same employee frantically working on the room door. She found out our keys were no good, apologized again, and went to get new keys from the front desk. My wife and I waited in the hallway about 15 minutes until the employee returned to find out the new key worked, but the room was locked from the inside as though someone was inside. She gave us keys to a new room on a lower floor and apologized again. She told me that if I complained to the manager when he was in, I would likely get a lot of HHonors rewards points for the trouble.
At about 10:20 PM, we finally found ourselves in a room that smelled strongly of marijuana. The toilet seat was soiled and broken so I cleaned it myself.
My complaint is not with the sole employee working in the hotel that night, but with management…
