My recent stay was a significant letdown, marred by poor service, misleading amenities, and a general lack of upkeep, which is not what I expect from this brand.
The issues began right at check-in. The front desk staff seemed confused and were not very helpful. A major reason we booked this hotel was the advertised airport shuttle. Upon arrival, we were told it wasn't available. We received two conflicting excuses: one staff member told us, "They have the shuttle, but no driver," while another suggested that Hotels.com might have misrepresented the service due to the hotel's proximity to the airport, claiming they had never offered a shuttle. This lack of clear information and accountability was frustrating.
Our room was just okay, but needed better cleaning, with dirty corners in the bathroom tub. The AC unit was disruptively loud, and the beds were merely adequate—not the level of comfort expected from this brand.
The service issues were clear when we went to the pool. There were no towels, and I had to wait over 15 minutes for anyone to appear at the front desk. When I asked, the staffer was dismissive, saying "they should be at the pool," before spending another 10 minutes searching for them.
Overall, the property feels tired and needs a significant upgrade. The one positive note was the delicious warm cookies, but a cookie can't make up for service and facility failures. I would not recommend staying here until major improvements are made.