This was sent via an email to mgr, who did not reply:
We booked through ******* for one night — the sole purpose was to see Joe Bonamassa at 8pm with dinner at 6. Timing mattered.
We arrived at 3:15pm, understanding check-in was at 4. We waited in the lobby with several other guests. My wife got a pedicure at the spa while I waited and watched every other guest get called to their room — including some who arrived after us. At 4:45 I approached the desk and was told my room wasn't ready. No explanation, no alternatives offered. At 5:20 — after I started calling nearby hotels — they finally had a room for us. We made dinner by a thread.
The room appeared freshly cleaned (cleaning supplies were left inside), the thermostat reset to 73°F in the middle of the night despite being set to the lowest setting, and we could clearly hear neighbors through what I assume was a shared door.
The front desk agent who checked me in was unhelpful and barely pleasant. The greeter who offered to hold our bags was great, and the checkout agent was genuinely kind and empathetic.
The hotel itself is nice — great location, convenient parking, and my wife enjoyed the spa. But I've traveled extensively for work and pleasure for over a decade and haven't experienced a front desk delay like this. What would have gone a long way: acknowledgment, alternatives, or simply more communication while we waited.
