Posted Oct 19, 2016
I've stayed here twice before and was very happy with the accommodations and staff in my previous trips. However, this time the card reader on my room failed while I was out with my family. We couldn't get into our room and the desk clerk's 'master' key didn't work. She put us in another room and said the Supervisor would be in at 11. She got there, couldn't do anything more than the clerk and informed me we'd have to wait until 9 am when maintenance came in. Then nothing - no offer of help (we really needed toothbrushes), no apology, no "making it right". Thankfully we didn't need medication, we hadn't left a pet behind in this dog friendly hotel, and didn't have an early flight to catch - though maybe any of those things would've inspired the night manager to actually do something. At 8:30am, I was at the front desk where the day clerk was there, along with the night supervisor who stated "I told you maintenance would be in at 9" and went on to inform me they would try to get me into my room. When I said not getting into the room was not an option, she started to argue but the day clerk (supervisor?) interrupted and said I'd be getting in that room as soon as possible, even if someone had to go in through the window. 15 minutes later, she had the actual master key and had me in my room. I appreciated her so much but not sure I'll stay again since I worry that next time there would be an early flight or needed meds and no one who cared.