Good hotel, but lacks communication with guests
Posted Jan 30, 2017
We checked in, everything was great (Family of 4; two small kids under 4). The next day, we were 'locked out' - found out it was because someone complained about "our dog" (a dog that we do not have). The person across the hall from us had a dog - does the hotel not keep track of who enters the premises with a pet? We were very displeased that a) our keys stopped working because of this which forced us to go to the front desk and b) that the hotel staff had the nerve to tell us "our dog" is noisy and to keep it down because of complaints. I think this hotel needs to be more wary of who is coming and going with pets and note this down on their room file. My spouse had to go around the hotel when the keys would not work to let us in the back way (it was freezing outside and we had our hands full - our little ones would not have made it around so easily). We would have appreciated a discount on our room service or something as this incident was not our fault to begin with but rather lack of communication by the hotel staff to those who check in with pets and the blame was put onto us. Other than that, the food at the restaurant is awesome - best reuben I have ever had!