The hotel is in a great location and was clean but customer service and management was extremely lacking.
Requested an early check in at the time of booking a month prior to our stay, but we ended up arriving at 3pm . We were advised our room was not ready and it would be 15-20 minutes and we would receive a text. Checked back at 3:30, room was still not ready. Checked by at 3:56, room still was not ready (several others also were waiting for rooms). Front desk advised that there was an issue with housekeeping cleaning rooms and that no one was able to reach them via phone and calls were not being returned (unsure if anyone actually took initiative to get on an elevator to try and resolve the issue). We were offered a queen room (we reserved a King) without any discount or compensation (because we “already received a significantly discounted rate because we did not book through the hotel”. We had dinner reservations at 5 so we were left with no choice other than to accept the room other than what we reserved. Upon arriving on our floor, there were several King rooms that had just been cleaned. We went back down to the front desk to inquire and were told the rooms weren’t ready as they had to be “inspected”. In frustrating situations like these, customer service and communication goes a long way. The front desk’s behavior, demeanor, lack of communication, and unwillingness to help, for an issue that was 100% their fault, was completely unacceptable.