"We arrived late Thursday night after a long drive with family and were given a room that smelled strongly of cigarettes and appeared unclean. When we returned to the front desk, the night manager was not around, but his assistant, Diego was rude and unprofessional, showing little concern. The assistant then had us waiting, showing no concern that we had driven for so many hours and were exhausted. Finally, after 20 minutes and seeing multiple other guests being assisted by Diego the front desk assistant, we asked if our room was ready. His response was dismissive, with a remark that he was helping other guests, which felt very unprofessional and unwelcoming.
For a 3-night stay, and considering the price that was paid, this was extremely disappointing. Parking was also poorly explained, with unclear directions to the garage and unexpected additional nightly fees.
We contacted Expedia, and once they intervened, things began to improve. We were moved to a better room with no odor or carpet, though it could have been cleaned more thoroughly.
The next morning, we spoke with the manager, Muhammad, who completely turned the experience around. He was attentive, professional, and made it a priority to resolve our concerns and ensure the rest of our stay was pleasant.
Overall, a rough start but a much better finish thanks to Muhammad’s outstanding customer service."
