We booked 2 nights in a Marina Suite for $369.00/night, two months before our trip. I called the day before our arrival to confirm that we were in fact booked for the Marina Suite and to give them notice that we would not be arriving until about 11:00 pm. I also confirmed that we were to have a rollaway bed. The person I spoke with told me that we were all set.
We arrive at the hotel at 10:30 pm Friday night. Check it seems to go well, customer service is nice and the service is prompt. This is where things start downhill. We pre-pay $18.00/night for parking. We drive to the lot for our room and there is absolutely no parking left. So, we spend $18.00 to park in the street. I decided not to complain about this as the street parking was close to our room. Then, we try to find our room. Although I am accustomed to hotels putting even numbered rooms on one side of the hall, and odd on the other, this hotel puts even numbers on one side of the building and odd on the complete other side (through two gates that require your key). Also, there is no sign to tell you this until you walk around to the other side of the building. So, dragging suitcases and a cranky two year old, we eventually find our room. The patio area that greets us is filthy and has the prior tenant’s room service tray and beer bottles on the table. Yuck. Then, upon entrance to the room, we realize that we are not in the Marina Suites (if I had been more awake, I would have realized this when there was no marina anywhere near the building). Instead, we are in a studio room with one king bed, and without a roll away for our (now really cranky) son.
So, I called the front desk. They acted confused and then eventually told me that there had been a mistake and they did not have any Marina Suites left. After I complained some more, they told me they were willing to give me a $50.00 discount off the price of this room for the inconvenience. They also said that the next night we could move into the Marina Suite and if we left our luggage in our room, they would move it for us. Then, I addressed the issue of no rollaway bed for my son. I expressed the fact that he is two, it is late and he needs to go to bed very soon. They told me they would see about getting a bed. I also told them about the trash on the patio and they said they would pick it up. It took about an hour and four phone calls before we eventually got a bed. Also, they did not pick up the trash.
The next morning we left to go have fun and came back mid-afternoon. I went to the lobby to collect the keys for our new room. The lobby was full of people checking in and there were about four attendants checking people in. I waited in a long line for about 20 minutes (it was obvious that the couple in front of me were having some issues that were taking a long time to solve). Finally, the attendant finished with the couple in front of me, and then she turned around and walked away without saying anything to me. I waited for about two minutes, as the other lines had grown even larger, and she did not return. The people behind me left for other lines. I went to the concierge and asked if there was anything she could do as I was a current guest, and she said no and that I had to wait in the long lines (again). At this point I was too mad to wait, went out to get my husband, and had him go back in and take care of it.
We get to our new room (that looks absolutely nothing like the pictures online) and discovered that one of our suitcases had not made it to our new room. It took two phone calls before someone eventually located our bag and brought it to us. The living room of this suite was very small and very dark. Nothing like the picture online. Also, the bedroom did not have all of the windows that the pictures show. It had one sliding glass door and one very small window. Also, the balcony area was tiny; it was difficult to have even two adults on it. They did end up giving us the room for only $199.00 to make up for the issues.
The room service was great, wonderful food, very prompt, very nice staff. Also, when they forgot to bring a rollaway bed to our second room, Courtney the manager brought it to us herself. Very nice.
Not worth the price. We ended up spending way too much of our vacation dealing with hotel issues rather than relaxing. This put quite a damper on the vacation and put all of us in a rather bad mood. Would not recommend and I would never stay there again.
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