My husband tried to check in before me (I was arriving on a later flight) and they wouldn't allow him because he did not have enough cash on hand (nor his credit card) to pay for the room immediately. He was forced to wait in the lobby for me to arrive (5 hours later, due to a delayed flight). They refused to let him enter our room even though his name was also on the reservation and I had called ahead to check what he would need. I was clearly told he would only need to mention our names at the front desk.
When I had finally arrived they meekly apologized and gave us 1 free drink each from the happy hour menu at the bar. They made no other efforts to accommodate nor rectify the situation. We were made to pay full price for our room with the promise of maybe a free upgrade should we stay again.
I don't think this will be happening. They were not only rude to my husband and inconsiderate to our situation, but the room we stayed in was moderate at best. Not to mention there was no hot water in the shower!
For this price I would recommend another chain hotel, perhaps the Holiday Inn.
Comment from Hotel Management
Feb 21, 2017 by Hotel Staff, Hotel Management
Dear Guest, thank you for sharing your comments about your and your husband's stay in our hotel. We are truly sorry for the inconvenience your husband experienced while waiting for you to arrive. Our Brand's policy requires that when couples or family members stay with us and are not arriving together they should have their reservation in both their names and that they should leave either a credit card or the cash for the the room's rate as a guarantee. Unfortunately your reservation was only in your name so your husband was told that he had to wait until your arrival for the check in. After about 2 hours waiting for you, one of our staff members told him that since he had been waiting so long for you to arrive, she was going to accept the responsability of him not having a credit card or cash at hand to use as the room's retainer and that she was letting him check in immediately. Your husband thank her and said no because he was going to wait for you to arrive. After a couple of more hours, the same staff member went and told him again that he could go to the room and again he said no. Our utmost desires are our guests' satisfaction and comfort so we were willing to make an exception with our policy to check your husband in so he would not have to wait as much as he did but he declined both times. Once again, we apologize for not being able to check him in as soon as he got to the hotel, but due to the reasons we explained previously we could not and that we did offer to check him in after all the time he was waiting for you to arrive. We are sorry that you did not think the we apologized enough. We are also sorry for the inconvenience you experienced with not having hot water, luckily the problem with the boiling room was solved and the hot water returned. It was a pleasure being able to serve you. Thank you for staying with us. Warmest regards.