Overall, we enjoyed our stay. The hotel and our room were very clean, comfortable, and well maintained.
The only disappointment was the check-in experience. Knowing the hotel was mostly booked by guests attending the same event as us, I called the morning of our arrival to ask if we could check in early. The woman I spoke with told me we could check in at 3:00 p.m., which I really appreciated. Based on that, we started our two-hour drive and arrived around 3:20 p.m., only to be told our room was still dirty and not ready.
What made the situation frustrating was that it was the same woman who had assured me we could check in at 3:00. Instead of acknowledging the mix-up, she responded with attitude, explaining that the hotel was full of guests attending the same event who were all trying to check in early. While I completely understand that event weekends are busy, that’s exactly why I had called ahead. Had I been told an early check-in couldn’t be guaranteed, we would have planned our travel differently.
Thankfully, Carlos at the front desk was incredibly kind and professional. He immediately looked for a solution and was able to get us into a room right away so we could get ready and make it to our event, which started at 4:00 p.m. His excellent customer service completely changed what could have been a much more stressful experience. Carlos is a great asset to your team. Despite the check-in issue, we enjoyed our stay and appreciate his outstanding help.