We booked a room through Hotwire, because we just wanted somewhere cheap to stay, and weren't too concerned about quality. We chose this particular selection because it advertised that it would be a suite and it had a good location to where we were going (In case you are unaware, when booking through Hotwire you don't actually see the name of the hotel until after you book the room, you just see the amenities). After the name showed up, I went straight to the hotel's website and I was pretty pleased with what we had been given. The website advertised all suites, and they looked very nice.
When we checked in, the girl at the front desk was very polite, welcomed us and went through the check-in process and issued our keys, no problems what so ever. Then we got to the room... and this is when things got bad. The room we got was no where near a suite. Our room number was something A (i.e. 123A) and had a connecting door to the room next to us which was the actual room (i.e. 123). The room we were in was like a train compartment. It had a queen sized bed, a tiny closet and a tiny bathroom, with barely any room to walk around... it was TINY. Now I know when you book through Hotwire you get the worst rooms on property, I know how it works, but the hotel's website advertises all suites and Hotwire did as well.
It was late and I figured I would deal with it in the morning, so I set a wake up call for 7:00 am and went to bed. Next thing I know my cell phone is ringing and it is 8:30 in the morning. My wake up call never came!!! I don't understand how this happens... I was pretty upset about that, but I tried to brush it off and went back down to the lobby to talk about my room.
I explained my issue with the room, and that I didn't receive a wake up call to the girl at the front desk. She told me that since I booked through Hotwire I would have to call Hotwire to make any complaints... Well isn't that convenient. I understand that when you book through a third party, that the third party is the one paying for the room, so the hotel can't actually issue a refund or discount or anything, but I wasn't asking for any of that at that point, I as simply trying to explain my problem. I went to use their business center, and I guess the girl could see I was pretty annoyed, so she called me back and said she could move me to a full suite if I would like, and that it was ready now so we could move in right that second. I appreciated this, and changed rooms.
Once we got to the new suite we were much more satisfied. The room was very spacious and actually very nice. Bed was comfortable, there was tons of extra room and we were happy with it. I just don't understand why we weren't in a suite in the first place when the hotel is advertised as all suite hotel.
We wanted a late checkout the next day and we were told we would have to pay (I think it was around 50.00) for a late checkout, which I learned was only about 2 hours after checkout time. So instead we left on time, because its not worth that much for an extra 2 hours.
In conclusion, this hotel has potential to be a great place to stay, the staff seems very well trained and polite, you just need to make sure you are in a nice room. Don't settle for a room that is meant to be an add-on to a suite. If that means not booking through Hotwire then I guess thats what you should do. Even though they advertise on both their website and Hotwire that they have all suites, they clearly do not, so just keep that in mind.
Make sure you get an actual suite
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 30, 2012
I am dissapointed to hear that your hotel stay was not what you expected. I truly am very sorry as this is not very common for us. Without making excuses, I urge you to book directly through the hotel next time, so we can guarantee your room type etc.. when guests book through another website (other than our direct site) it makes it tough on our end to accomadate them with the room type they desire, when they only offer Run of House, which is typically a Non-Suite Room.
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Thank you for your feedback and I hope your previous stay is not an example of what our hotel is all about, because we are not in the business of dissatisfied guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.