They did not have one of the room we reserved. We booked three rooms for our family for over Thanksgiving. They work off a first come basis, It does not matter what kind of room you reserve in advance you are not guaranteed that room when you get there.This was not told to me when i booked the room nor was it stated in my confirmation. We were a late check in.(called well in advance to make them aware). Finally went down to front desk and waited until she finally called housekeeping for us. Call the booking site." Needed more towels: "We'll tell housekeeping." Called three times and still no towels. Call the vending company." Wrong room type: "We can't do anything about that. Our $3 got stuck in vending machine: "We can't do anything about that. They made us feel that our patronage was unwanted and like we were bothering them. We were questioning how clean the room was after that, especially with Covid to worry about! Every time I stay here the front desk staff appear to care less about complaints and are unhelpful with problems. The Atrium rooms are nice, but the chair in the room was covered with disgusting stuff. And later, we saw another couple with kids standing on the balcony area of their room. No where on their website does it say that. Got there and was put in INTERIOR room, so I called front desk and was told cannot be put in a balcony room if we have kids under 18 (wow!). A month early, we booked a double INTERIOR room w/balcony in Atrium Tower and was excited.
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