AVOID THIS HOTEL!
When I checked in, I was asked to prepay for my stay. I stayed for 4 nights. I've never been asked by any hotels to prepay but they said because I was paying by cash, I had to prepay. The door did not open when we got to our room. I went back down and asked why our key wouldn't work. With eyes rolling, the front desk clerk said, "did you pull the handle up?" Duh...did we feel so ignorant or what? I've never really been to a hotel where you have to pull the handle up to open the door, it's always push down.
The day before we were supposed to check out, I dialed 0 to make an arrangement for a shuttle service to the airport, which I specifically asked if available when I made the reservation, the front desk clerk said, "it's not available, I've worked here for 9 years we never offer shuttle service to the airport. I read in their folder that they offer transportation to the airport with prior arrangement. I took the folder down to the front desk and asked if I could talk to the manager. The person said, "I am the manager and no we don't offer shuttle service to the airport like I told you on the phone earlier." "Well, can you explain this?" I asked. She said the guest services makes the arrangement not us. Boy, was I very confused. I made a reasonable assumption that the front desk is also the guest services desk as in all the hotels I've stayed in. "Well," I said, "you should have refered me to your guest services instead of just saying you don't provide it and dropping the subject." She said, "You did not ask." Well, how am I suppose to know that front desk is not the guest service, no guest would know that. Get this, the guest services is to the left of the front desk, nothing but a 4 foot counter more like a hole in the wall, and appear to be one of those counters that sell timeshares. No one would ever guess that's their guest services. Anyway, the manager never lowered her voice, never apologized for poor customer service. She said, as we were walking away to their guest services counter, "it's your fault you did not ask the right question." I could have pulled her hair in fury but I held back.
We asked for shuttle service and was told we had to get up at four and be picked up by five in the a.m. for us to make our 9 a.m. flight because the shuttle makes several stops. He then offered to get us a cab instead. My guess is the guest services get's a kick back from the cab company if they can stir their guest from using the shuttle and use their cab services instead.
The facilities, the outside is pretty, the lobby is ok, the carpet in the hallways are new, but the carpet in the room is worn out. In our hallway, three nights out of four, there were kids playing floor hockey, slamming into our door and screaming. We called the front desk, and reported the noise, the management never did anything. We were simply expecting that they tell the kids or their parents to keep it down, but nothing.
At one time, by the way, the elevator smelled like urine!
Simply put.... THE MANAGEMENT OF THIS HOTEL STINKS, THEY DON'T CARE THAT THEY LACK TACT AND NEEDS CUSTOMER SERVICE SEMINAR OR SOMETHING.