We had reservations made through the hotel's website, but when we got there to check in at 3:30, we were told that our room wasn't ready. The staff member took my ID and credit card, looked me up, and then literally started yelling at me that there wasn't a room ready yet because they had been full the night before and were understaffed and unable to clean all the rooms in a timely manner. We did not understand why she was yelling at us, but when we asked when they would have a room for us she told us very angrily to come back in an hour. We returned at 5pm (check-in is supposed to be at 3) and had a very similar experience with a different staff member, who also got very belligerent with us and denied us a room after we stood in line and watched several others get their rooms. It was after 6pm when they finally gave us a room, and only because we did the online precheck in the hopes that it would secure us the next open room. It's unclear why the staff wouldn't do that for us (we had asked at 5:00 and got yelled at more), or at least explain to us that we needed to do online check-in if we wanted to get a room before 8pm that night. They were incredibly rude to us multiple times and treated us like we'd done something wrong even though it was absolutely their fault. We feel pretty strongly that if you can't staff your hotel it's probable that you are not paying your staff enough to attract workers. And either way, if you can't clean all your rooms, DON'T RENT THEM OUT. This problem should be the HOTEL”S problem, not the guests'. And no matter what, your staff should be trained to be apologetic when they can't do their job, not belligerent. Worst hotel experience I've ever had. After all that, the rooms were nothing special and the hotel was very noisy and difficult to sleep in because you hear every little footstep above you or door open and close in the hall.
Excellent
59 Reviews