I booked a weeklong reservation three months in advance and was able to get the most affordable rate. The hotel’s location is very convenient and the room had a kitchenette. What we’re extremely disappointed with is the staff service. I called from the airport to ask if my parents could do early check-in and a friendly staff said yes and that the room’s ready. I then asked to combine the weeklong reservation with an additional hotel night I recently booked, but the second staff I spoke to (who had to combine the two reservations) didn’t make it clear that early check-in wouldn’t be possible anymore. My parents got to the hotel and were turned away. If they told us, my parents could’ve gone somewhere else first. After leaving, I called hoping to speak to the friendly staff but the second staff answered and rudely told me that there’s no way we can check in before 4pm. I asked if they could text us if that changes (because the friendly staff offered to do that over the phone) but the rude one just said they don’t do that. They said they can’t store luggages for us as well. They only urgently resolved our issue when I called hotels.com and complained. We wanted to move hotels but there was no way they would refund us anymore. So we just avoided the staff the entire stay. The room itself was okay. But they didn’t tell my parents that the Murphy bed was still up the wall and so when they came in figuring it out, the bed almost fell on them. And clearly, the bed was not made.
