When we arrived we were told that the double-queen room I had booked nearly a week prior was not available. Rather than just owning their mistake and apologizing, they tried to pin it on me because I used an "online booking service". On the plus side they "upgraded" us to a suite with a king-sized bed and pull-out couch. On the down-side the AC in the room didn't work at all. They ended up moving us to a single king room because, according to them, that's all they had available. And that was it. They considered that acceptable and their obligation met. We were not the only people experiencing the same issue, as I saw another family going through the same thing during check-in. Mistakes happen and thankfully with it being just myself and my son, we were able to make it work, but the complete lack of accountability or concern for their customers is a real concern. The room was clean, the staff were very nice but they clearly have issues that need to be worked out, and have zero sense of obligation or concern for their customers. I will not stay here again. I'd strongly suggest you consider otherwise if you need anything more than a single bed, because there is no guarantee you will get what you reserved and they don't care if that is an inconvenience to you.
When we arrived we were told that the double-queen room I had booked nearly a week prior was not available. Rather than just owning their mistake and apologizing, they tried to pin it on me because I used an "online booking service". On the plus side they "upgraded" us to a suite with a king-sized bed and pull-out couch. On the down-side the AC in the room didn't work at all. They ended up moving us to a single king room because, according to them, that's all they had available. And that was it. They considered that acceptable and their obligation met. We were not the only people experiencing the same issue, as I saw another family going through the same thing during check-in. Mistakes happen and thankfully with it being just myself and my son, we were able to make it work, but the complete lack of accountability or concern for their customers is a real concern. The room was clean, the staff were very nice but they clearly have issues that need to be worked out, and have zero sense of obligation or concern for their customers. I will not stay here again. I'd strongly suggest you consider otherwise if you need anything more than a single bed, because there is no guarantee you will get what you reserved and they don't care if that is an inconvenience to you.
