We could not access one of our rooms for over 7 hours after checking in and paying.
At the 3 PM check in, the card keys didn’t work. The front desk exchanged the keys once, then verified it was an issue with the programming and would require ‘maintenance’. No problem, we went to dinner. After dinner, we were told the maintenance man was on his way, be here any minute. That rouse went on a few hours, with no maintenance man arriving, and no manager arriving.
At 8 PM I asked to be switched to a room that did work, and learned there was no vacancy. No problem, how about a refund? I was told no, cancellations must be made 24 hours in advance. But what if I can’t access the room? I was told since the maintenance guy was “on his way” we would be able to access.
Finally at 10 PM the guy shows up & fixes the door. It’s a shame that the manager never showed up and left the poor woman working the desk that night to deal with several unhappy guests - because surprise - the problem was bigger than just our room. Leaving one person on duty over a holiday with no power to address problems or offer solutions is a lousy way to run a business.
This hotel used to be nice.