We tried to check in to our room at 3:21 after being told by hotel staff at 1 that our room should be ready by 3. We walked over from the beach, with our 2 toddlers in their swimsuits. They then told us our room might NEO be ready until 2 am, and proceeded to check in multiple guests who arrived after us while watching my 2 toddlers sit in the entry way in their wet swimsuits, refusing to make eye contact or follow up with us. Just letting us stand their cold, wet, and waiting for 1 hour. It wasn’t until we got hotels.com on the line to cancel the booking that a room finally became available. And the front desk attendant continued to wait and stare at the computer. When finally asked what she was waiting for, she replied, “an ID and credit card.” I was in shock at the horrendous experience and can’t believe someone can watch 2 toddlers shiver like that without any follow up or accommodating whatsoever. While we stood there we heard 3 other people attempt to cancel their reservations for the same poor service. Never mind the gross condition of the building. I knew it wasn’t going to be a deluxe experience, but this was absolutely the worst experience.
