2/10 Rating
The front desk isn't able to help out with most reservations. No one that was physically at the hotel could help me with my late reservation. I have worked at a front desk of a hotel. The fact that this hotel will not accept cash is appalling. I had asked for some new towels and shower gel at around 10 am Thursday morning. I did not receive any of these items until after 4 pm. I didn't even get shower gel, I got lotion. I had to chase her down so that I could get the correct item. I as well asked for a late check out Thursday morning. The lady said that it was "too early" to request for one as she had trouble with the system. I said that is fine. I can understand that the system could have been truly messing up. The next day after, Friday morning (check out day), I get back to the hotel from work around 6 am. I ask the man at the front desk if he could extend my reservation for a late checkout. He said that I was unable to do that with him and I needed to call the "Guest Experience team". Why could a front desk worker not take care of a task that is so simple was beyond my comprehension. He told me that it would also depend on if you were completely booked out the next day if I could get a late checkout. I asked if he could look for me. He told me he could not see if there were any openings that night. Come to find out when I was on the phone with your "Experience team" that his statement of not being able to even see ahead was a lie. From 6:35 UNTIL checkout time. I was on the phone or having to message the experience team. I only had gotten at most an hour of sleep having to deal with things over the phone because the front desk is restricted from almost damn near everything themselves. During this time, I had added 4 different types of cards that had sufficient funds to use. They all kept getting denied. One of the cards was in my friends name. His name is James. The fact that you insisted on calling him Joseph even after I pointed out that the name on the card was James WITH quotations shows me that you were just intentionally insulting. The fact that the "experience team" dragged their feet for FIVE HOURS ensured me that you did not want this done quickly and efficiently. I would even ask 35 mins later if a card went through and to be waiting on the "billing team" another 20 plus minutes to respond. If the front desk would have more leniency to take care of reservations themselves, I could've gotten at least 4 hours of sleep instead of MAYBE an hour if the late checkout could not go through.
I also found out that the parking is cheaper if you pay for the parking at the lot instead of through the hotel. If you have a contract with said parking lot, wouldn't someone think that it would cost the same or a few dollars less?
I will NEVER in my life recommend this hotel. I will tell everyone that asks about my experience to never come here as well. At this point, I hope you have a terrible day.