Our stay was actually very comfortable overall. The only physical complaint I have is that it was a bit too noisy on our floor late at night. It sounded like someone was having a party, or maybe a large group of kids was staying there on a trip. Either way, it disrupted what was otherwise a pleasant experience.
The reason I’m giving the hotel a low rating is due to its management and customer service. We had booked a two-night stay, but shortly after check-in, we received some unfortunate news about a family member and needed to leave a day early. We went to the front desk and explained our situation. The receptionist spoke with the manager on duty, who approved a refund for the second night. A few days after returning home, we saw the refund had been issued.
However, a couple of days later, the hotel re-charged us for that second night—this time to our bank account instead of the credit card we had originally used at check-in. We called the hotel and eventually emailed the manager, providing documentation of both the original charge and the refund.
It didn't matter to them. They claimed they had no record of a manager approving the refund—even though we had proof that the refund was issued. Their attitude essentially amounted to: “We have the money now—too bad.”
I recommend staying elsewhere. Even during a time of personal hardship, this hotel showed no empathy or accountability, chosing to keep a relatively small amount of money rather than honor their managers action.