8/10 Very good
May 10, 2025
Rough start with stay at Etna Suite
Rough start but finished nicely. Was traveling with 2 year old and had requested a pack n play when booked hotel. We arrived and were informed that their pack n play was broken and they couldn't provide one until the next night. This was unacceptable to us since the room had steps up to the main bedroom. The staff member said she would go out and buy a new one except she couldn't leave her desk. We said we would buy it as long as they reimbursed us but they refused. Then they said they didn’t have to provide one since I hadn't requested it prior to arrival. When I showed them my message to them over 2 1/2 months earlier for a pack n play, they said that they thought that referred to parking. In the end they provided a pack n play on our first night but we wasted 2 hours fighting with them and it could have and should have been handled better. The rest of our stay was fine - nice room and good breakfast.
Kirk
Kirk, 2-night trip
Verified Hotels.com guest review