"We arrived at the hotel hoping our room might be ready a little before the guaranteed 4:00 p.m. check-in time, as it was raining heavily outside and my daughter needed time to get ready for a dance competition. The front desk attendant advised that we would receive a text once the room was ready, so we waited on the couches directly beside the front desk.
After waiting most of the afternoon with no updates, around 3:45 p.m. the attendant finally radioed housekeeping to check on the status of our room. At 3:59 p.m. we were told the housekeeping manager still needed to double-check the room, and we ultimately did not receive the text that our room was ready until 4:10 p.m.
What disappointed me most was the lack of urgency or thought given to the situation, especially considering the 4:00 p.m. check-in time is advertised as guaranteed. While waiting within earshot of the desk, we could also hear staff complaining about customer requests, which left a very poor impression and soured the start of our stay.
I understand delays can happen, but better communication, professionalism, and consideration for guests would have gone a long way."
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