We opted to stay at this hotel due to its proximity to the airport (we had a late flight) and its generally positive reviews on Trip Advisor. We booked our room well in advance and prepaid.
Our flight was delayed, and we didn't arrive until approximately 12:20 AM. I tried calling the hotel in order to inquire about the airport shuttle (which I later found out only runs until 11:00 PM, which is fine), but nobody answered the phone. We made numerous calls to both the local and toll free number, but nobody answered.
After getting a rental car and driving to this hotel, we found ourselves to be locked out of the loby (after hours entrance requires a room key, which is quite reasonable). However, nobody was at the front desk and a sign read "Be right back."
I proceeded to make multiple phone calls, and could hear the front desk phone ringing from my location in the foyer. After several minutes, the desk attendant drove up and parked his car facing the wrong direction in the guest unloading zone.
When I politely expressed my frustration and concerns with "Joe" (the attendant), his suspiciously slurred response was "I'm not going to lie to you -- we're all sold out and there must have been 100 people call about rooms, so I just stopped answering the phone."
No apology or explanation of why he was off the premises when pre-paid customers cannot check in to their rooms (let alone even get admission into the building).
This is unacceptable and highly inappropriate. Moreover, the hotel staff should not be leaving it unattended overnight. This could potentially result in a very dangerous situation, and it will be the last time I consider staying at this particular hotel.
I will certainly bring this up with management in the morning.
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