"The hotel and the majority of the staff were wonderful, but unfortunately, one female front desk clerk significantly impacted my experience.
I needed to extend my stay for work and was unaware that my physical credit card was required to complete the additional charge. I called ahead and explained that I would bring my card by 5:00 p.m. after work and was assured that would be fine.
Despite this agreement, my friend, who was caring for my dog, was locked out of my room and denied access multiple times by this employee. Management eventually intervened and allowed my friend back in, honoring the arrangement that had been made.
When I arrived, the employee refused to assist me, completely ignored my presence, and offered no apology for the misunderstanding or inconvenience. This level of unprofessionalism and lack of basic customer service is unacceptable in the hospitality industry.
Thankfully, another gentleman at the front desk stepped in and provided excellent service. The hotel and staff were otherwise great, and had it not been for this one employee’s behavior, this would absolutely have been a five-star review."
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