Very nice hotel, skip the upgrades..
Posted Jul 18, 2016 on Expedia
Arrived on Saturday at 1:00pm. Check In is not until 3. They were kind enough to check us in immediately. After discussing with my husband that we would prefer a room with a balcony we asked and paid for the upgrade. We were advised that there would be a wait for the room to be cleaned. We were under the impression that once we did the upgrade the original room that we were given upon arrival was forfeited immediately. Even though we still had room keys. We assumed that we were able to hold onto the cards in case we decided to leave the premises at any point in time (each parking lot entry is guarded and requires an access card to come or go). So after several attempts over a 3 hour window of "waiting" for a balcony room. Literally waiting, not swimming, just sweating... Calling every hour for an update or even walking up to a rep at check in I kept getting the same response, that the maids were working as fast as they could... Finally, 4pm rolls around and I was frustrated, my husband as well (it takes a lot to do that) and my kids were on the brink of a total melt down.. Id had enough! Then there was Erin... She finally got it! She asked" well aren't you currently in a room?" Ha, I was livid.. for 3 hours we had access to our original room yet none of the other 3 or 4 reps ever thought to explain that. Especially when they literally seen us "hanging:" in or near the lobby for the duration of that time. Erin, explained, apologized and did her best to rectify the situation
Comment from Hotel Management
Jul 25, 2016 by Kburnett, Hotel Management
Dear FLGirl, Thank you for being our guest. We apologize for the miscommunication at check-in and have addressed with our front office team. We hope that you enjoyed the remainder of your stay. Kind regards!