4/10 Fair
May 15, 2025
There are better options
The customer service here was sorely lacking. They apparently did not have my room type (junior spa suite) when I arrived for check-in. They said they messaged me and called me (they did not do either). I asked for an upgraded room instead of being downgraded. The rep told me he was instructed not to provide any upgrades. I reminded them that it was because they did not have my room available! The manager also refused to provide a room in the next category, so they downgraded me. Although they promised to adjust my rate, they did not. Now I have to spend more time asking for an adjustment.
On top of that, carpets were not clean, there was no room service, and the pool was closed for "maintenance" the whole time--which was not mentioned at time of reservation.
Verified traveller
2-night business trip
Verified Hotels.com guest review
