2/10 Terrible
Kimberly
3 Feb 2026
Liked: Cleanliness
Disliked: Staff & service
We have stayed @ this hotel in the past & were previously satisfied, but our most recent experience was quite disappointing.
We arrived @ 1:00 PM to drop off R luggage knowing check in was @ 3 PM. We were concerned 2 find that the luggage storage room remains unlocked. After returning from the airport @ 1:30 PM, we were told R room was not ready. We waited in the lobby until almost 3 PM, during which time the lobby was uncomfortably cold due 2 the record-breaking low temperatures & doors opening on both sides. During R wait, we observed every other guest(s) arrive & receive keys immediately.
When I followed up @ 3 PM, the front desk agent—whom I had already spoken with multiple times—had 2 ask for my name again. She initially claimed she had not heard from housekeeping, but after I requested she check further, she discovered our room was ready.
R reservation included a request for a room on the top floor away from the elevator. We were assigned a room on the 2nd floor directly next 2 the elevator bank. I asked if I could pay for an upgrade & flat out told NO. The agent offered a room on the "other side," which was unfortunately just the other side of the same elevator bank.
As repeat guests who booked through Hotels.com, we were disappointed by the room assignment & the lack of professional service & empathy from the front desk staff.
If you book through Hotels.com, be prepared to be treated differently.
Kimberly
Stayed 1 night in Feb 2026
