This hotel did not live up to its high rating and was a major disappointment.
When I arrived to check in at 4:30 pm, I was informed by a front desk agent that I would need to wait another hour for a room to become available, and there was no guarantee that a room would be ready even after the wait. Frustrated and exhausted from my drive, I immediately contacted Hotels.com to cancel my reservation and book elsewhere. Since I had prepaid and the official check-in time was 3 pm, I wanted to understand why my room wasn’t ready.
The Hotels.com representative reached out to the property on my behalf, and I was then informed that my room was, in fact, available. When I returned to the hotel, the supervisor/manager when I approached to check-in again questioned why I had told the representative that no rooms were available. I explained that one of his staff members had given me that information, but instead of understanding, he became confrontational and questioned my account of the situation. I tolerated his condescending attitude because I just wanted to check in and rest, especially since Hotels.com would not issue a refund to book a different hotel.
The entire interaction with the supervisor/manager was uncomfortable and unprofessional. Given this experience, I will not be staying at this hotel again.