This was the absolute worst hotel experience I have ever had. I never even got to stay there. Our family arrived at the hotel around 2:30pm on July 13th, aware that we were too early to check in, but went to check and to leave our bags. We were told that they wouldn’t be checking anyone in until well after the 4pm check in time. We arrived back at the hotel at 10pm that night and there was a big line up of people that told us that they had been waiting there for over an hour. A few of the people waiting ended up booking different hotels as we waited and left. In the meantime I found out their server was down, but others had been checked into rooms that had not been cleaned, so they were back waiting for clean bedding. The hotel staff completely ignored all of us, and hid in the back. Would not give us any updates, or even acknowledge anyone. After waiting for two hours (over 3 for some) they finally started checking people in. At this point, I was now 3rd in line after many had left. I was then told that they did not have a room left with two queen beds, that I had booked and paid for, and that they could not accommodate me. After waiting there for two hours, myself, my husband, and two kids had to get on the train to get back to Manhattan at 12:15pm to go find another hotel!!!!
I was also informed, I would still be charged and would have to contact Expedia to try and get a refund.
I will never book this hotel again, or recommend! Still appalled at the lack of service.
