The hotel was ok, but not the staff
Posted Sep 15, 2016
While the room was comfortable and clean, the staff left a lot to be desired. The front desk picked up the phone the first time we called, right after we checked in...but that was the last time for the entire stay! We called 20-30 times throughout the evening and night, and not once was the phone picked up.
It started because I was in a wheelchair (broken ankles) and got myself stuck and unable to get to my chair, so I called the front desk to ask for someone to come help - nothing. After ten calls that all went to voicemails, I gave up and just waited for my friend, who's cell service didn't work in the casino.
Then we ran into a female emergency, and called another 10 times trying to see where we could find things to resolve the situation. No answers, and no call backs from my previous voicemails. After that we called a bunch just to see if we could get someone to pick up so we could give a message to the manager about how uncomfortable we were that no one was available for anything, and one actual emergency and one large inconvenience went completely ignored.
At checkout they didn't acknowledge the gravity of the wheelchair situation and merely apologized after confirming that all calls are routed directly to the front desk, and yes, they always answer. There was not a manager available to take our complaint, and no efforts were made to remedy the situation. I will never be staying here again, and I will actively tell people to avoid it. Disappointing to say the least.
Comment from Hotel Management
Sep 16, 2016 by General Manager, Hotel Management
Thank you for bringing this to our attention. We will be looking into this situation further. All of our guests should feel comfortable while staying with us, and our staff should be available for everyone. This didn't happen for you, and we'll work to make improvements. We hope you'll consider staying with us again. We appreciate your time.