Nice hotel, but a bad check in experience
Posted Nov 12, 2016
This is a nice hotel, that has clearly been updated recently. The only downside was our check-in experience. It took over 2 hours to get checked in as there was an error in our room type. We had booked a one bedroom suite, and were given a studio instead. Upon bringing this to the attention of the front desk, he told me since the room was booked through Expedia, I would have to call them to get it straightened out. I spent 20 minutes on the phone with the FIRST rep I was able to get a hold of and they were not able to help. I asked to be transferred to a supervisor, and he promptly sent me to Travelosity. I then spent another 20 minutes speaking the the SECOND rep, and he was also unable to help. He transferred me to a supervisor which took another 20 minutes. When I finally spoke with him, he told me he was going to book me at another hotel. I told him there were rooms in this hotel that were what I wanted, and I didnt really feel like driving around looking for a different hotel since it was 830pm. After half an hour, they were able to get me into a family suite, which was not what we booked, but was better than what we had. While clearly the support service from Expedia was AWFUL, I can't help but think the hotel could have stepped in at some point and made it between them and Expedia and just given us our room. I am sure it was about the extra money it was costing, but sometimes it should be about customer service.