We arrived late with a genuine emergency — my wife had food poisoning, I had two small children in tow, and I needed to get everyone into a room as quickly as possible. The young woman at the front desk never once made eye contact while I explained the situation. No urgency, no empathy, nothing.
Then she assigned us a fourth-floor room on the side of the hotel with a broken elevator.
I had to get my sick wife up four flights of stairs, wrangle two small kids, and haul every piece of luggage myself — no cart, no elevator, no offer of help. And those stairs? Pieces of steps were missing with old rusty nails exposed. I was navigating this with two small children and a sick wife in tow. It was a safety hazard, plain and simple.
The next morning, the same employee was at the desk. I asked for additional towels — a reasonable request for a room sleeping four people. She smiled and said, "No worries, I'll send them right up."
They never came.
We returned after a full day out and still had no towels. I had to call down a second time just to get something that should have been standard from the start.
There are bad days, and then there are systemic failures in basic hospitality. Staff indifference during a family emergency, a structural safety hazard that could have seriously injured my children, and a follow-through problem that required two requests for extra towels — I won't be back, and I'd encourage families especially to look elsewhere.