I want to start by saying that the housekeeping team deserves 5 stars all the way around…read more Everything was exceptionally clean throughout our entire stay, and it was obvious that the housekeeping staff takes great pride in their work. They were the highlight of our experience.
Breakfast was also very good with plenty of options. My kids absolutely loved the waffles and the pancake maker, and it was nice to have a variety of choices available each morning.
Unfortunately, there were several issues that prevented me from giving this hotel 5 stars.
We stayed from Thursday through Monday, and the front desk staff consistently appeared disengaged. If they were not actively helping a guest, they were usually on their phones. We rarely received a smile, greeting, or even a simple acknowledgment when entering or leaving the property. Hospitality starts with customer service, and that was noticeably lacking during our stay.
The most concerning example was during the night shift. On multiple occasions, two front desk employees were stretched out on the lobby sofas as if they were taking a nap. As a hotel General Manager myself, this would be considered unacceptable behavior and would result in corrective action. The front desk is the face of the hotel and should remain attentive and aware of guests and activity within the property.
That lack of awareness became even more concerning on our last morning. An older male guest approached and spoke to my youngest child more than once when I was not standing directly beside her. The first interaction immediately gave me an uneasy feeling. Later, during breakfast, I observed him speaking to her again and asking where she lived. When I stepped around the corner, his reaction suggested he knew the interaction was inappropriate. I immediately removed my child from the situation.
This experience reinforced my concern that the front desk staff was not paying attention to what was happening in common areas. Human trafficking and predators are very real concerns, and hotel staff play an important role in maintaining a safe environment. Front desk employees should be visible, alert, walking the lobby, making eye contact with guests, and remaining aware of suspicious behavior.
Additionally, there was a wedding taking place on Saturday, and I witnessed the groom involved in a heated altercation with one of his groomsmen. I attempted to contact the front desk, but the phone in my room was not working.
The hotel has a lot going for it, especially its cleanliness and breakfast offerings, but customer service, attentiveness, and guest safety need significant improvement. Housekeeping exceeded expectations, but the front desk team's lack of professionalism and awareness ultimately impacted our overall experience.
