The hotel itself was clean and had a beautiful modern look, which we really appreciated after a long trip. However, the front desk service was incredibly disappointing and frustrating.
After traveling 15 hours from Texas, I realized I had forgotten my ID. The reservation was under my name, but it had been paid in full with my husband’s credit card—and he had his ID and card on hand. I explained the situation to the front desk agent, but he was completely unhelpful and showed no empathy.
They made us call customer service to get the name changed, and even the rep on the phone confirmed that my husband’s ID and card should have been sufficient. Since we booked through Hotels.com, I had to call them too. They updated the reservation and sent a receipt with my husband’s name, but the front desk still wouldn’t accept it because it hadn’t updated in their system. I called Hotels.com again, and even when their rep spoke directly with the hotel, it still wasn’t enough—they insisted on contacting their billing department.
Keep in mind, we had already paid in full on March 20. After an exhausting hour and a half of back-and-forth, they finally let us check in using my husband’s ID and card.
Honestly, this experience was enough to make me never want to book a stay with this hotel again. The lack of flexibility and customer care was unacceptable, especially after such a long journey.