We arrived more than an hour after check-in time and they informed us it would be a 5 minute wait for our room because house keeping was running behind. We just drove over 5 hours from another state, in time to get ready and go to a surprise party. We needed the room to get ready. But 5-10 minutes, ok. I ended up doing my makeup and hair in the lobby restroom while my husband waited for the room. Finally, over 30 minutes later, I approached the desk to ask about the status of our room. First of all, she forgot who we were, so clearly wasn't prioritizing getting us into our room, even though we were waiting only a few feet away from her in a fairly empty lobby. Then she said our room was still not ready! ...But she could get us one similar. Ok. Fine. It was actually a downgraded room from what I paid for. But we needed to finish getting ready quickly.
She then proceeded to check us in, and do all the things she could have started processing earlier, like a parking permit, etc. She took nearly the longest I have ever experienced checking in. She still proceeded to nickel and dime, charging for parking and everything else, despite being downgraded and waiting so long after check in. There was no offer to compensate or discount despite one of the worst hotel check in experiences ever.Really poor customer service. Paying for parking in suburb like that was also ridiculous. Room had weird smell and signs of wear and tear/ water damage. Not terrible but not ideal.
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