We got a text msg on our check in date from the hotel saying we can check in starting 2pm.
We arrived at the hotel around 4:40pm, everything took forever - as if they were buying time (later we found out why-the rooms weren't ready).
After we signed one of the forms they said that the rooms are not available, and will be ready only in 30 mins. We were amazed to hear an explanation that "the hotel was full the night before so the rooms aren't ready, there are 80 rooms". With all do respect, much bigger hotels handle cleaning rooms in time. Checkout is at 12, the hotel should hire enough maids to get the rooms ready in 2 hours. It's not the customer's problem and that's not an answer that should be given to a customer. The entire attitude was unapologetic and was "It is what it is".
We explained we had passover dinner that night, and need to get ready fast (grab a bite to eat as the kids were starving) and then miraculously somehow after couple of mins they suddenly did find 2 rooms available (!!).
We were about to head to the rooms when they suddenly remembered that the elevator wasn't working and that they should help us with the luggage.
Helping with the luggage is all nice and good but my mom is 70 years old with back pains and can't go up and down 5 floors!! They said they called a repair person but we weren't going to take a chance of having my mom in a hotel for 4 nights with no elevator working.
This is also dishonest that they didn't say it upfront (that there's a BIG problem, it's not like getting a room on the 5th floor with no elevator working is a small matter).
Since they couldn't check us in (which they later resolved, again, miraculously) and no elevator working, that was too much and we asked to cancel and be refunded.
The team wasn't willing to do anything besides offering us free drinks (c'mon, seriously?) and played a naive look of "we're doing whatever we can" as if they don't admit there's a problem and don't take any responsibility for it. Like zero customer service. We were very angry by the attitude and the customer service and left the hotel. We came back a day after while the elevator was working, yet no one reached out to us in order to resolve the problem the night before, they just ignored it.
I wouldn't recommend this place to anyone! read more