Upon arrival at 4pm we waited two additional hours to check in, only to find out the room we booked wasn’t available. The staff promised our proper room would be ready the next day, but after waiting all day to transfer, we were informed at 5 PM that no room was ever held for us. This blatant dishonesty was incredibly frustrating.
To make up for the inconvenience, we were offered free breakfast buffet tickets. However, the dining area was so overcrowded that finding a seat was impossible during all four days of our stay.
The issues didn’t stop there. One of the elevators was out of service, forcing us to use the stairs, which led us through a construction zone in the basement with no signage for a proper exit—an unacceptable safety hazard, especially with children.
Room service was also poorly managed, either arriving at 8 AM while we were still sleeping or late in the evening at 7:30 PM.
This was one of the most poorly managed hotel experiences we’ve ever had. We expected far better and are deeply disappointed.