I rarely leave reviews, but our recent 1-night stay was such a chain of preventable issues from check-in to check-out that it feels necessary to share.
We arrived at 2 PM and headed to the hotel garage where we had already made a parking reservation online, including our vehicle make and model. Despite this, the attendant told us, “Sorry, you can’t park here. We don’t have room for your vehicle.” Only after showing proof of our reservation did he call a manager, and even then he reluctantly allowed it. We waited 20 minutes before he returned to take the keys.
Inside, the lobby was packed. At the front desk we were told our room would be ready “exactly at 3 PM — not a second earlier and not a second later.” Odd, but we complied and were directed to wait on the 4th-floor lobby, which turned out to be even more overcrowded with no seating. We eventually went back downstairs.
At that point, we noticed a wall of self-check-in iPads. Out of curiosity, we tried it—immediately a room assignment and digital key printed out. Room 1631. No waiting necessary. Strange, but we were relieved… briefly.
The moment we opened the door to our room, we were hit with an overwhelming smell of vomit. The bathroom had hair on the floor, the sink ran brown water, and the odor made the space feel uninhabitable.
I returned to the desk around 3:30 PM to request a room change. The response: “Sorry, we don’t have any other rooms.” No apology. No attempt to help. No alternatives. Nothing. We paid $399 to stay 1 night. We endured the night as best we could.
Checkout brought its own set of absurdities. We had planned a day in the city and expected to use the hotel’s complimentary YOBOT luggage storage, which is prominently advertised on their website. Instead, we were told the YOBOT was “out of service,” and that luggage storage would be $3 per bag if handled by the bellman.
Trying to avoid yet another unexpected charge, we decided to simply put our luggage in our own car. The garage attendant then informed us it was against their policy to allow guests to access their own vehicles to place luggage inside. We paid $120 for 24 hours of parking and somehow were not permitted to use our own vehicle for storage. Completely illogical.
Exhausted, out of time, and out of patience, we returned to the chaotic lobby and paid the bellman fee.
This stay felt like every possible inconvenience stacked on top of each other—poor communication, overcrowded common spaces, misinformation, lack of basic hospitality, and a general sense that guests are an inconvenience rather than valued patrons. For the price paid, the experience was shockingly subpar. I hope the hotel seriously re-evaluates its operations and customer service, because this was one of the most frustrating stays we’ve ever had.
