This was one of the most frustrating hotel experiences I’ve ever had.
First, parking was $40 per night, and the hotel only had one set of elevators working during our stay. Unfortunately, things only got worse after checkout.
My husband and I checked out at 6:00 AM on Sunday, June 12, 2026, because we had to return our rental car to Florida before noon. After arriving home, we realized we had accidentally left our house keys and car keys in our hotel room. Since the hotel was approximately four hours away, I immediately called and spoke with hotel security.
I explained the situation, and security officer Andre told me he would contact housekeeping and have someone check the room. Later, Andre called me back and stated that the room had already been cleaned and that neither security nor housekeeping had found any keys.
Meanwhile, my husband and I searched every piece of luggage multiple times. The keys were nowhere to be found. Despite being told the keys were not in the room, we made the difficult decision to drive four hours back to Atlanta to look for them ourselves.
When we arrived, we explained everything to the front desk. We were informed that our room had already been rented to another guest. After speaking with another employee, we were told that security would meet us at the room.
Security officer Greg arrived and opened the room for us.
The moment we walked in, there were our keys.
The same keys that Andre said were not there. The same keys that housekeeping supposedly could not find.
So either nobody actually checked the room, or nobody cared enough to do a thorough job.
What should have been a simple five-minute search resulted in us driving a total of 12 hours. Four hours home, four hours back to the hotel, and another four hours back home again. We wasted an entire day, spent additional money, and endured unnecessary stress because employees failed to do what they told us they had already done.
The one bright spot in this entire experience was Greg from hotel security. Greg showed genuine compassion, concern, and professionalism. He listened, helped, and actually took action. He did what several other employees should have done from the beginning.
Greg was the only person who made us feel like our situation mattered.
Hotels charge premium prices and expect guests to trust that they will be treated with respect and care. Unfortunately, that was not our experience. The lack of effort, communication, and concern shown by multiple employees was disappointing and unacceptable.
Thank you, Greg, for being the rare employee who actually cared.
Jerome and Felicia Young, Pensacola, FL
