"I am writing regarding my stay last night and the significant issues I experienced during check-in.
Prior to arrival, I was informed that access codes would be shared 24 hours before arrival per your policy. However, a few hours before check-in, I was told that the codes would instead be sent once I arrived. I was approved for early check-in at 3:00 PM (standard check-in being 4:00 PM), and I arrived at approximately 3:15 PM.
When I received the access code and entered the room, I discovered that it had not been cleaned and appeared to have just been used by a previous guest. I immediately contacted guest services and was told to wait 30–40 minutes while they reached out to the hotel regarding cleaning.
Fortunately, I encountered a staff member in the building who provided us with a different room and new access code. However, the new code did not work for the building entrance or elevator. I was locked outside for approximately 10 minutes attempting to contact guest services before another guest entered the building, allowing me to get inside.
Although I arrived at 3:15 PM, I did not successfully access a usable room until approximately 4:30 PM. The entire process was stressful, inconvenient, and disappointing, especially after receiving confirmation of early check-in.
I wanted to bring this to your attention, as I hope future guests will not encounter similar issues. I trust that this feedback will be taken seriously."