The check in process at the registration desk was unnecessarily complicated. Additionally, I reserved two rooms for two nights each. I told the front desk person from jump that my brother wouldn't be able to make it the first night but he will be there on the second night. I paid in full for both nights for each room. When he got to the hotel, the same front desk person said that since he was a no-show on night one, they gave his room away. Said right off the bat that there would be no refund. Mind you, I had ALREADY PAID for two nights in each reserved room, including the deposit. The front desk attendant then told us that "he is lucky" that they had one room left and it would have to be a smoking room. Needless to say, this was wildly irritating and a terrible way to do business.
My 5 year old child said "this hotel is old and dusty". Kids don't lie. The entire hotel smells like cigarettes and old musty carpet.
The best part of the hotel are the bed bugs. My partner is covered in welts and bites covering her whole body.
Watch out in the morning of checkout (at 11). At 10:00, the cleaning person opened the door without knocking.
How can they improve? In every way.