This experience was unacceptable, especially while traveling with 4 kids. After checking in after the 4 PM check-in time, we entered the rm and unexpectedly found another woman inside, who told us to wait 5 min. With 4 kids and significant luggage, this was not reasonable. When asked, she said the TV in one rm didn’t work. We explained this was not a major issue and gave permission for maintenance to fix it while we were present. She agreed. Shortly after, security arrived and ordered us out, stating guests could not be in the room during maintenance. This resulted in my 2 youngest kids (1 and 4) being forced out mid-shower. We were told to wait in the lobby with all of our belongings, with no empathy or apology. We had to strongly advocate to be reassigned another rm instead of waiting again. The new rm was in a different building, requiring us to repack and move 4 children and all luggage. We had to call multiple times for a crib. When I contacted the front desk, I was told they had no authority to help and that no manager was available. I was promised the manager’s email, which was never provided. Hotels.com attempted to contact the hotel for 2–3 days with no response. The replacement rm also had a serious safety issue: the door would not lock and could be pushed open from outside. Maintenance fixed it, but the lack of urgency or concern was alarming. At checkout, staff remained dismissive and no follow-up, apology, or compensation has been provided.
