10/10 Exceptional
I booked this reservation through Expedia, a service I’ve trusted and used for over 10 years. Due to a personal situation, I didn’t arrive until after 10 PM on my first night. Upon checking in, I was honestly disappointed the bathtub did not appear clean, and I noticed hair on the bed along with some stains, particularly on the curtains, which were concerning.
The following day, however, my experience took a much more positive turn. I had the opportunity to speak with a front desk associate named Michell. From the moment I began explaining my concerns, she was incredibly professional, patient, and attentive. She never once made me feel judged or dismissed. Her level of customer service truly stood out she was welcoming, understanding, and genuinely cared about my experience.
Although I understood that reservations needed to be handled through Expedia, Michell still took the time to listen and ensure I felt heard. I also want to recognize the rest of the staff, who were consistently pleasant and accommodating. The valet service was exceptional, and I especially appreciated the two ladies from the first night who kindly walked me to my room and brought me bottled water after noticing I was traveling with a baby. It’s those thoughtful gestures that make a lasting impression.
There was another associate present when I spoke with Michell a lady whose name I may not be recalling correctly, but she was equally kind and professional.
While there were some concerns with the room itself, the level of care, respect, and safety I experienced ultimately made a significant difference. Because of the outstanding customer service, I’ve chosen to update my review.
Thank you to the entire team for your kindness and professionalism it truly does not go unnoticed..