I made a reservation for two rooms at this hotel, one for my family and one for my friend's family. However, due to personal health issues, I was unable to travel. To ensure my friend's plans were not affected, I asked the hotel to remove...
Read MoreI made a reservation for two rooms at this hotel, one for my family and one for my friend's family. However, due to personal health issues, I was unable to travel. To ensure my friend's plans were not affected, I asked the hotel to remove one room from the reservation and put my friend's name on it. They confirmed that they had made the change and that the hotel desk was notified. I also received an email from the hotel requesting credit card authorization, which I promptly provided, and they confirmed the receipt. When my friend arrived at the hotel, the front desk asked for my ID, which I found surprising as I didn't know that people always carry their friend's IDs with them. My friend didn't have my ID, so they were denied check-in at around midnight. My friend asked me to send a picture of my ID, and I also spoke with the front desk to clarify the situation, especially since they already had credit card authorization on file. The following day, I called the front desk again, and the lady I spoke to was very polite and informed me that no ID was required for check-in. It was confusing as everyone had confirmed that my friend could only show the reservation and their ID. It was frustrating that the person at the front desk at night did not follow the correct process and denied check-in without checking the notes or following up with the hotel chain or their manager. I am very disappointed with this experience and plan to give my future business to something other than this hotel or the chain. More knowledgeable and polite front desk staff is necessary for a travel and hospitality establishment. I do not recommend this hotel to anyone and only gave it a 1-star rating because there was no option for zero stars.
Natacha Perez reached out to me from the hotel after my review of them in choice, where she talks about I was not having good room. I tried to reply that she should read my review first and guess what, the email doesn’t configured to get a reply. I tried twice and this is how they take care of unhappy customers.
Trip type
Vacation
Travel group
Friends
Rooms: 3
Service: 1
Location: 3
Free parking 
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