I booked this hotel because of all the great reviews on this site. BAD IDEA. We checked in in the late afternoon and learned they gave our confirmed room with two double beds away (with confirmed guarantee for late arrival which we weren't late for at all) and offered us what they said was an upgrade...a corner room with one king size bed for two adults and two children. After waiting for over one hour for their engineer to figure out how they will fit in two roll-aways (which was against the fire code) they decided to move out the desk, chairs etc to fit the beds in. The roll aways were just threads away from the springs popping out, needless to say the kids were up all night and so then were my husband and I.
The manager on duty offered half off for the night, after I said we weren't paying for the night. Not exactly the gold standard in customer service...the room should have been offered at no charge right off the bat since they broke their confirmation with us, had us wait for over an hour to try and resolve and then delivered two horrific roll-aways. We checked out in the morning and moved to another hotel. When they learned we were checking out two nights early they offered us the junior suite. By that time we were so aggravated and had made other arrangements and were ready to go. We moved over to the Hyatt Regency...professional staff and very clean hotel.






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