We had asked if we could bring our luggage in before check-in and they were great about that. Then the man helping us said he would call us once our room becomes available. A couple hours later I call in to check and a female said our room was available (sad that he did not call back). We had asked for room service to clean and get towels, and no one came by until we asked the cleaning staff directly in the afternoon. Later in the evening, my 7 year old walked in first and saw a mouse run by. So, my husband who is a manager/technician for bed bugs and rodents, he was able to locate and record the mouse. They were generous to locate us into a new room.