After traveling all day and arriving at 4:00 PM at the hotel, we were told our room wasn’t ready because it hadn’t been cleaned. Check-in was supposed to be at 3:00. We waited over an hour with two small children in the lobby with all our luggage. I had to stand in line 3 different times for any updates at all. Rafael, working the front desk, felt no need to apologize or show any kind of empathy for the situation. We finally got a key at 5:00 in the afternoon with no apologies. We were not the only people waiting for a room either. Multiple families were in the same boat.
Save yourself the stress and book anywhere else!