2/10 Rating
I would not recommend this hotel if you value honesty, clear communication, or reliable service.
We requested a late checkout in advance due to a 7:15 a.m. hospital appointment for our child—information that was clearly communicated and should reasonably warrant basic accommodation or at minimum timely, straightforward confirmation.
Despite there being no indication that the room was booked after us, the request was not confirmed. After significant difficulty reaching a staff member, I was finally assured that our concern was understood and that I would receive an answer first thing in the morning. That did not happen. Nor did the promise to also check our room for a trundle bed being made up due to our late arrival.
With no response provided regarding the late checkout out, and under time pressure, I paid for a late checkout through the website when that option became available about 9 am, simply to ensure we would not be further disrupted during our hospital procedures. Shortly afterward paying for a late checkout, I received a text stating that a complimentary late checkout had already been approved earlier—which was not true. Instead, I could not get anyone to meaningfully engage with me about the ability to secure a late checkout out.
I responded politely, explained that no such confirmation had been given, and asked whether the paid late checkout would then be reimbursed given the conflicting information. After that, I was not given any response - completely ghosted.
The overall experience felt disorganized and, at times, dishonest in its communication. For a hotel, this level of inconsistency and lack of follow-through is unacceptable, especially when traveling for medical reasons