06/13/25- Reservation through Expedia
Upon arriving at the hotel with my two small children after a long and tiring journey, I was greeted by a front desk representative- his name began with a "J" and he wore glasses. He seemed to recognize that I had a rough day and kindly assisted with checking us in. After verifying my ID, he handed me the key to room 922.
I asked if someone could help unload my bags from the vehicle, and he kindly offered to assist. However, what followed was both frustrating and disappointing. Using the assigned key, I opened the door only to discover the room was already occupied. Thankfully, no one was physically inside at the time, but this was deeply unsettling experience- especially with my toddler being the first to step into the room.
The representative then asked if I preferred to return to the front desk for a new room or wait in the hallway. We chose to wait, and he returned shortly with keys to room 710. He mentioned that someone else had the same last name as mine (Hernandez) and got confused. Unfortunately, those key cards had not been properly activated, and we once again found ourselves stranded in the hallway as he returned to the front desk to reprogram them.
This entire experience was extremely disappointing. After an exhausting day of travel, being check into an occupied room and left waiting multiple times with two small children was not only inconvenient but unacceptable. Not to mentioned, my husband was also arriving from a work