2/10 Terrible
William
14 June 2025
Disliked: Cleanliness, staff & service
Don’t Count on Your Reservation Being Honored
We booked two nights here for over $1,300 and had one of the worst hotel experiences I’ve ever had. After flying in from NC, taking a 45-minute train, and walking from Union Station, the hotel called us (manager Alison) while we were en route — but said nothing about any issue with our reservation. We arrived at 11:30 PM, exhausted, only to be told there were no rooms available.
They sent us to a different hotel over 25 minutes away, completely ruining our plans to stay downtown. The next day, Luckas, the front desk manager, offered a $25 credit and drink vouchers, which we never used. The Uber cost more than the credit, and we don’t even drink — so the offer felt completely tone-deaf and dismissive. No genuine apology. No urgency. No accountability. They even refused a late checkout.
Both managers handled the situation poorly. Alison avoided us completely and passed the message off to another employee. It was an awful way to be treated after spending that much money and traveling so far.
If you expect your reservation to be honored, do not trust this hotel.
William
Stayed 2 nights in Jun 2025
