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Guest Reviews

Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.

Review
Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
95%
Recommend This Property

Overall Experience

4.5

based on 1855 reviews
95%
Recommend This Property

Ratings Breakdown

1855reviews

  • 5 Stars
    1249
  • 4 Stars
    437
  • 3 Stars
    91
  • 2 Stars
    40
  • 1 Stars
    38

usually great hotel, but front desk gets messy when busy

By

November 17, 2017

I've stayed many times, and usually have a good experience. Unfortunately, I notice that once the front desk gets busy with guests checking in and out, the staff do not know how to react and adjust.

My check out process was bad. I was waiting in line at the Elite line, but the staff told me step aside and let in another customer to check in. I was going to just then drop off my keys in the express check out box, but then a staff said she'd do the express check out herself for me. She took my keys, and asked me for my room number, name, and email. I could see a few more keys in her hands. I was nervous that she'd mix up all the cards, as she seemed quite nervous, overwhelmed, and stressed. I can share, the checkin and checkout usually takes too long. The staff need to work faster. Yes, they are courteous and chatty. But, it slows down the process and causes long lines.

I was correct that the checkout was all messed up. A couple of days later, I never got a receipt emailed to me. So I had to call the hotel and ask them to email my receipt. They said they already did...but it was the wrong email! I asked how could they get my email wrong? Wasn't my Elite profile under my reservation? The staff on the phone wasn't sure why either. I realized the whole checkout thing probably got all screwed up.

Pls train the front desk to work faster to prevent unncessary long lines.

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