My average rating reflects a check-in experience that involved a wait of more than 45 minutes.
Hotel check-in begins at 3:00 PM, and we arrived just a few minutes before that time. The issue was not that our room was unavailable early, but that at 3:00 PM our room was still not ready.
The first front desk associate, a young woman, informed us that approximately ten other guests were also waiting. It was unclear whether this was meant as reassurance or simply factual information. Later, we were also told the hotel had been at capacity the night before. While both of these give reason for the delay, it did nothing to ease the frustration of waiting after paying a premium rate for the stay.
To add to the frustration, this is the same hotel that expects guests to be out promptly at the 11:00 AM checkout time. At 11:08 AM, while we were still gathering our bags, housekeeping used a key to enter our room without knocking and walked straight in. That was both surprising and unacceptable.
We had booked a room on a high floor, and upon arrival, we were told our room would be on the 24th floor. The view was a major part of why we chose this hotel. Instead, we were assigned a room on the 8th floor overlooking a construction zone, which fell far short of expectations.
We were provided with dinner vouchers, but the delayed check-in caused us to miss a 5:30 PM event we had planned.
I immediately emailed hotel management (Kenneth Mendelsohn and Maryna Biedunkova), and as of three days later, I have not received any response—not even an acknowledgment confirming receipt of my email.
Despite this, there were three exceptional, service-oriented individuals who went above and beyond to address our concerns.
The following day, while visiting the bar, we spoke with our bartender, Allie, and shared how the check-in experience had negatively impacted our stay. She took the initiative to speak with Skippy, the manager on duty. Shortly afterward, they were able to relocate us to a room on the 18th floor, which better aligned with what we had originally booked.
For the remainder of our stay, Allie, Skippy, and Jamara (spelling unsure) made a genuine effort to ensure we had a positive experience. Their attentiveness, professionalism, and problem-solving skills significantly improved our stay, and I truly appreciated the effort they put forth.
While I cannot say with certainty that I would stay at this hotel again, I can confidently say I would gladly visit any property where Allie, Skippy, and Jamara are working.
