2/10 Rating
This was an absolute disaster from start to finish—and by far the worst hotel experience we’ve ever had. We were traveling with a 5-month-old, 2-year-old, and 6-year-old, which made the complete lack of competence even more unacceptable.
Communication was nonexistent. We never received digital check-in instructions at booking and had to call to get them. When we arrived, the door code didn’t work, and we were left standing outside with three exhausted children for 1.5 hours. We were told tech support would contact us—no one ever did. We called multiple times and kept getting the same representative who did nothing except put us on hold.
We only got into the building because a stranger let us in. Once inside, our room code still didn’t exist in the system. One rep kept us on hold for over 15 minutes with zero progress, while thankfully called again another rep (on a second phone) confirmed our code wasn’t even showing on her end either. She eventually found it—while we were STILL on hold with the first rep. No follow-up. No accountability. Just complete dysfunction.
It somehow gets worse. After finally getting into the room, we followed EVERY parking instruction—registered our vehicle, displayed the tag, and entered our license plate. Our car was STILL towed. Customer service could tell us where the car was, but had no explanation as to why we weren’t contacted, despite having all of our information. That level of negligence is inexcusable.
We didn’t get into our room until 11:45 PM and had to leave by 5:40 AM. We then had to rush to a tow yard, pay $230 out of pocket, and scramble to make our 8 AM flight—all while trying to surprise our kids with a Disney trip. We paid for a full night and got barely a few hours after dealing with their failures.
When we called to resolve this, we were offered a $50 refund. That is beyond insulting given the situation. Tech support, once again, never followed up.
The room itself matched the experience—run down, uncomfortable beds, no pack-and-play or any way to request one, and visibly grimy decorative pillows (though sheets and towels seemed clean). At best, this felt like a low-end motel, not a place charging hotel rates.
We will absolutely be pursuing a full refund, including towing costs.
Avoid this place. The systems don’t work, the service doesn’t exist, and when things go wrong, you are completely on your own. Save yourself the time, money, and stress and book literally anywhere else.