Kudos to the EVS team, but front desk staff is dismissive and untrained To start with the positives, the room was very clean, and the two EVS workers we ran into were very nice and welcoming. They deserve recognition. However, the front desk management suffers from a severe lack of communication and training. Our room wasn't ready 20 minutes after check-in time, and the agents on duty seemed confused, only checking on it after my husband insisted. We also watched every other guest receive a welcome bag and information about breakfast and drink hours, while we were given neither. Furthermore, despite having already paid for the room in full through a booking site, we were charged an unexpected $50 deposit. The room itself contained a queen bed instead of the king we reserved. When I brought this up at checkout, the agent was highly dismissive, insisting the bed was a king and brushing off my comment that my husband did not fit on it. Finally, because of the deposit, I requested a timestamped checkout receipt to protect my records. She claimed she didn't have access to it and said it would be sent by Expedia—which is completely incorrect, as I did not book through Expedia. Great job by the cleaning crew, but a highly frustrating experience overall.
Kudos to the EVS team, but front desk staff is dismissive and untrained To start with the positives, the room was very clean, and the two EVS workers we ran into were very nice and welcoming. They deserve recognition. However, the front desk management suffers from a severe lack of communication and training. Our room wasn't ready 20 minutes after check-in time, and the agents on duty seemed confused, only checking on it after my husband insisted. We also watched every other guest receive a welcome bag and information about breakfast and drink hours, while we were given neither. Furthermore, despite having already paid for the room in full through a booking site, we were charged an unexpected $50 deposit. The room itself contained a queen bed instead of the king we reserved. When I brought this up at checkout, the agent was highly dismissive, insisting the bed was a king and brushing off my comment that my husband did not fit on it. Finally, because of the deposit, I requested a timestamped checkout receipt to protect my records. She claimed she didn't have access to it and said it would be sent by Expedia—which is completely incorrect, as I did not book through Expedia. Great job by the cleaning crew, but a highly frustrating experience overall.
