6/10 Okay
Verified traveller
4 May 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Horrible Customer Service
Check is was a nightmare. I booked the room and added my husband as guest because we weren’t arriving together. I get to the desk and Aramina was the rudest person I’d ever met. She told me she didn’t have a reservation for me so I asked her to check my husbands name. The reservation was found using his name. She said she couldn’t let me in because I wasn’t on the reservation. Even though I showed her the booking reservation on my phone through Hotels.com. I even showed her the Hotels.com account belonging to me, resent the booking confirmation to my email all while she watched. Gave her my drivers license and the credit card that held the reservation and she still refused. Eventually she went to get a Manager who requested I go through the same dog and pony show for her to say, “ We will make an exception this time and thank you for being a valued Bonvoy member”. I couldn’t believe it. I would have cancelled the entire booking if I didn’t have to be at an event in the next hour.
I told Aramina I had 1 car in valet and 1 car in parking garage, gave her the license plates & she asked which one was mine and which one was my husbands.. I simply replied they’re both ours. As the valet CLEARLY had my car already.
I get to the room and the body wash in the shower falls off the wall. Apparently it was stuck to the wall with some short of adhesive. The room safe was broken.
I won’t trash the entire staff because other than the Manager & Aramina others we encountered were great!
Verified traveller
Stayed 1 night in May 2025
