When we arrived to the hotel at 3pm on 12/26, the poor woman at the desk (Nora), already had her hands full. She had a line out the door, all phones were lit up, and she was doing the best she could to handle it all in stride. I really felt bad for her, as she should have had backup during the usually busy check-in time. She reamined sweet and professional through it all!
Nora let me know that the room I had reserved (A king, with an adjoining queen) would not be available due to a leak in the queen bathroom. Apparently there were no other rooms with this configuration, so Nora looked to get us two adjoining kings. Unfortunately, we got the kids and all of the luggage up to the second floor, and found that the rooms weren't adjoining after all.
I went back to the lobby, and by this time, another rep (Trenton, I think?) was there with Nora. He looked in the computer, and said that he couldn't find any more adjoining rooms at all. He apologized for the inconvenience, and asked what he could do to make it up to me. I told him that I REALLY needed adjoining rooms, since we have small kids, and I wouldn't have booked the suites if that wasn't possible. I signaled for Nora, and she eventually brought over a paper map and showed him the ones she thought were free. She suggested to give us an upgrade to an executive suite, but Trenton decided he was going to leave the desk, go upstairs and check to see if the rooms listed were indeed adjoining. He came back about 10 minutes later, let me know that he found two rooms, and finally got me checked in. To his credit, he did offer me a free wireless access code and a free movie to make up for the inconvenience.
After traveling all day with 2 kids, it was really frustrating to have check-in take 1 1/2 hours from start to finish! The upgrade would have been a nice touch!
All in all, a nice hotel, yummy breakfast and a great manager's reception. The staff was all very friendly and the hotel was well maintained. I also thought the staff handled the power outage very well! I just think the hotel needs to make sure they have 2 people on shift to get folks checked in!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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A very Happy New Year to you and your family, I am terribly sorry for the initial experience you and your family had upon your arrival, we certainly had a hiccup in our scheduling and this affected you and other guest's upon arrival. Nora is fantastic as are the entire front desk team and I will never take that for granted, I certainly have apologised to the front desk team for our scheduling error on the 26th December as most all of the time we always have at least two colleagues to support each other along with a number of others that can use the front desk system.
Again I can only apologise to you and the team for this error, I am delighted and thankful that you all had a brilliant rest of your stay and that your travels were safe back home.
We look forward to the opportunity to welcome you as our guest on your next visit back to San Luis Obispo.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.