We booked the hotel so we could visit our daughter at school. Check-in was listed as 4:00 PM, and we arrived around 5:00 PM. When we arrived, the front desk associate informed us that our room was not ready and told us to come back in a few hours.
I explained that waiting several hours was a problem because it would take away from the limited time we had planned to spend with our daughter. She apologized and said it was their fault but also stated there was nothing she could do. She mentioned she would take care of our parking as an apology.
Later, when I checked out, I found out that parking had been comped for everyone staying at the hotel that day, so this was not actually a resolution to the situation.
I asked if I could speak with a manager. The associate gave me a card and told me to call him. I asked if she could try calling him directly, and she said he had not answered all day. I also asked if she could contact housekeeping to check the room status. She initially refused but eventually did.
Considering the room had already been delayed for over an hour past check-in, being told to wait “a few hours” seemed unreasonable. After she contacted housekeeping, the room was ready within about 30 minutes.
What was most frustrating was the communication. When I asked why we were not informed that the hotel was running behind on rooms, she stated it was because we booked through a third-party site. While we were waiting, several guests who did not book through a third par