Customer service and communication can be improved. While I booked room/tax through Expedia, I called the property directly to obtain a credit card authorization form to complete and ensure a hassle free, smooth, and easy check in for my 18 year old traveling for a sports tournament. The agent confirmed receipt and ensured all information was obtained for his arrival. Well, it was far from seamless, complete opposite and such a headache. When he arrived, he was told he was not allowed to check in because I was not there to accompany him. For the record, I’m a former hotel manager and I make this same arrangement frequently for my teen legal ahe adult kids and his athlete friends. I was placed on hold numerous times while he’s standing at front desk and I as told several times that the agents were too busy to help him get checked in! After about 20-25 minutes of me verifying my information AGAIN, and the agents finally assisting us (son standing at front desk and me on the phone), he finally got up to his room. Also, the agent admitted to NOT reading notes and instructions in the reservation. Had she just done this, all of the confusion could’ve been avoided. Do better.