Staff support was suboptimal. We were assigned a room that was already occupied. We took the key, went to the 10th floor, opened the door, and found the room in use. We immediately returned to reception, where we were told it was a mistake and that we had been given the wrong room.
However, staff at the front desk then informed us that she was unable to find our reservation. I always book through Expedia, and Expedia has never failed me. She told me that I needed to contact Expedia directly. After some time, she finally located the reservation, but then charged my credit card a second time, applying a $100 deposit and a daily fee of $3.30, even though my card had already been charged when the incorrect room key was issued.
This experience was completely unacceptable. We lost approximately 45 minutes, and it was extremely frustrating to be double-charged, face a lack of attention to detail, and have another company blamed for an internal error. Because of this experience, I will never book this hotel at this location again. It is especially disappointing because the facilities and location themselves were acceptable.